IT Support Technician

Job Description

The IT Support Specialist delivers professional, structured hands-on IT support at manufacturing sites and office locations within the assigned region. Acts as the on-site technical expert for end-user and shopfloor IT issues while ensuring rapid resolution and minimal production disruption through reliable, well-documented field support.

What You'll Do

• Provide hands-on IT support for end-user devices, peripherals, and workplace equipment across assigned sites
• Execute shop floor IT tasks: device installations, replacements, connectivity checks, and remediation activities on the production floor
• Collaboration with Shopfloor IT team on manufacturing and supply chain projects (e.g., machine procurement or machine relocations) incl. IT requirements analysis
• Active participation in optimizing support processes as well as developing and expanding monitoring solutions in the shopfloor environment
• Managing external suppliers from an IT perspective, specifically regarding remote maintenance solutions for production systems
• Resolve escalated incidents that require physical presence incl. structured handover, execution, and feedback to customer on resolution (incl. training and guidance to end users on systems and tools)
• Maintain accurate asset records for all on-site equipment (update CMDB)
• Carefully coordinate with IT Foundation and execute on-site infrastructure activities (e.g., network patching, security patching, infrastructure troubleshooting)
• Support IT projects with local presence for rollout support and site-specific knowledge transfer
• Escalate complex issues to expert teams, external providers
• Adhere to change management and documentation standards for all field activities

What We're Looking For

• Knowledge, Skills and Abilities:
• Hardware troubleshooting and repair (laptops, desktops, peripherals, printers)
• Device imaging and configuration (Intune, SCCM or equivalent)
• On-site networking basics (patching, switch ports, troubleshooting)
• Asset management discipline (accurate, timely CMDB updates)
• ITSM/ticketing platforms (ServiceNow or equivalent)
• Manufacturing environment awareness
• Education, Certification/License & Work Experience:
• 3-5 years in IT field support or end-user computing
• Hands-on experience with Windows/macOS device support and configuration
• Familiarity with Active Directory, Microsoft 365, and remote support tools
• Familiarity with ITSM/ticketing platforms (ServiceNow or equivalent)
• Business-level English; local language required

Compensation

Total Rewards Package: Base: $72,000 - $91,000 annually, based on specific compensable factors including, but not limited to education, work experience, and geographic market.

Bonus: This role will be eligible for participation in a discretionary annual bonus program, pursuant to which an employee may be awarded a percentage of their salary based on the company’s performance and their own individual performance.

Benefits

• Health & Wellbeing: Medical, Telehealth, Dental, and Vision coverage, including infertility treatment, weight management, and physical therapy. Wellness Program, including wellbeing platform, wellness challenges, WorkLife Navigator services, EAP, and mental health resources. HSA with company contribution.
• Financial Security: Health Care and Dependent Care FSA options. 401(k) plan with up to 7.5% total employer contribution, including an automatic 3% company contribution plus a competitive tiered match. Employer-paid Short- and Long-Term Disability coverage. Employer-paid Life and AD&D insurance, with additional voluntary coverage options. Voluntary benefits including legal, accident, critical illness, and hospital indemnity insurance.
• Growth & Time Off: Up to $10,000 annually in tuition reimbursement, with an option for fully funded degree programs through Colorado Technical University. 22 days PTO. 9 company holidays plus 2 paid volunteer days. Professional development opportunities designed to help employees continue building their careers.