IT Support Technician

Key Responsibilities

• Manage and resolve incident and service requests through Freshservice
• Provide walk-up and on-the-floor support for office and plant users
• Troubleshoot software, operating system, and application issues
• Deliver a high level of customer-facing support in a fast-paced environment
• Support and maintain: Desktop PCs and laptops (deployment, break/fix, replacements)
• Printers (office and operational)
• Shop floor devices (scanners, kiosks, thin clients, and other specialized equipment)
• Conference room and AV systems
• Afford assistance with hardware provisioning, replacements, and lifecycle management
• Provide responsive IT support for manufacturing and warehouse environments
• Work directly with plant personnel to minimize downtime impacting operations
• Support systems and endpoints that interact with ERP platforms, in coordination with ERP-focused resources
• Perform basic administration and troubleshooting within Microsoft environments:
• User account support in Entra ID (password resets, access issues, license assignment)
• Troubleshooting Microsoft 365 applications
• Endpoint support using Intune (device enrollment, compliance, and access issues)
• Afford basic Exchange Online support activities, such as:
• Mailbox access issues and permission troubleshooting
• Outlook connectivity and profile-related issues
• Basic message flow or delivery issue validation prior to escalation
• Partner with centralized IT teams for escalations and advanced configuration
• Perform initial network diagnostics, including:
• Identifying endpoint vs. network-related issues
• Basic connectivity testing (ping, cable checks)
• Supporting simple patching or physical troubleshooting
• Escalate networking issues to infrastructure partners after initial validation

Qualifications

• ~4–6 years of IT support experience (flexible based on skill level)
• Strong hands-on troubleshooting experience across hardware and software
• Experience working within a ticketing system (Freshservice preferred)
• Proven ability to support end users in a deskside or on-site role
• Strong communication and customer service skills
• Ability to work independently and prioritize tasks in a dynamic environment

PREFERRED EXPERIENCE

• In a manufacturing, warehouse, or plant environment
• Familiarity with: Microsoft Intune, Entra ID (Azure AD), Microsoft 365 administration, Basic Exchange Online support, Basic networking knowledge (device connectivity, troubleshooting fundamentals)
• Experience supporting operational or shop floor IT equipment
• Exposure to ERP systems and plant operations

KEY TRAITS FOR SUCCESS

• Highly visible and responsive to end users
• Comfortable supporting both office staff and plant operations
• Self-sufficient with strong problem-solving skills
• Able to triage effectively and escalate when needed
• Hands-on and adaptable in a mixed IT/operations environment