On Site Support Technician

We are seeking a Senior On-Site Support Technician to provide advanced technical support within a large enterprise manufacturing environment. This individual will serve as a key escalation resource for complex end-user issues while supporting day-to-day IT operations, infrastructure, and desktop support activities. The ideal candidate will combine strong technical expertise with excellent customer service skills and the ability to lead and mentor junior technicians.

Responsibilities

• Serve as the primary escalation point for advanced desktop, hardware, software, and network-related issues.
• Troubleshoot and resolve complex incidents within established service level agreements (SLAs).
• Provide hands-on support for desktops, laptops, mobile devices, printers, and peripherals.
• Install, configure, upgrade, and maintain hardware and software systems.
• Utilize diagnostic tools, PowerShell, anti-malware tools, and other utilities to identify and resolve issues.
• Perform preventative maintenance on end-user devices and server hardware.
• Monitor system performance and proactively identify opportunities for improvement.
• Document incidents, troubleshooting efforts, resolutions, and support procedures.
• Provide guidance, mentorship, and day-to-day support to a team of 1-2 technicians.
• Assist in onboarding and training new team members.
• Support service desk operations during periods of high ticket volume.
• Reinforce best practices, ITIL processes, and customer service standards.
• Communicate effectively with stakeholders, management, and technical teams.
• Support Active Directory administration and user account management.
• Maintain and troubleshoot server and storage environments, including SAN and NAS technologies.
• Support network infrastructure including routers, switches, TCP/IP networking, and firewall configurations.
• Assist with server hardware installation, upgrades, and maintenance.
• Support virtualization technologies and enterprise infrastructure environments.
• Assist with software deployments, system upgrades, and technology rollouts.
• Support change management processes and release activities.
• Participate in enterprise hardware and software procurement activities.
• Coordinate with project stakeholders to communicate progress and manage expectations.
• Develop work instructions, knowledge base articles, and end-user documentation.
• Assist with troubleshooting industrial automation systems when required.
• Support technologies including PLCs, HMIs, servo motors, and software-driven instrumentation.
• Help maintain operational technology systems and industrial control networks.
• Ensure all work is performed in accordance with established safety procedures and regulations.

Requirements

• College diploma or university degree in Computer Science, Information Technology, or equivalent work experience.
• Experience providing desktop, network, and infrastructure support in an enterprise environment.
• Strong understanding of Windows desktop and server operating systems.
• Experience supporting Microsoft Office and enterprise business applications.
• Working knowledge of Active Directory administration.
• Experience troubleshooting hardware, software, and networking issues.
• Strong customer service, communication, and documentation skills.
• Ability to multitask and prioritize work in a fast-paced environment.
• Strong analytical and problem-solving abilities.
• Ability to lead, mentor, and support junior technical staff.

Preferred Qualifications

• Microsoft Technology Associate (MTA) - IT Infrastructure certification.
• ITIL Foundation certification or willingness to obtain within the first six months.
• Server and network administration certifications.
• Experience supporting manufacturing or industrial environments.
• French language skills are a plus.

Technical Environment

• Operating Systems & Microsoft Technologies: Windows 7, Windows 10/11, Windows Server 2008 and newer, Active Directory, Microsoft Office Applications, SAP, Altiris, Ghost
• Diagnostic & Support Tools: PowerShell, ALTools, Anti-Malware Solutions
• Infrastructure & Networking: SAN and NAS Storage, VMware vSphere, Cisco Routers and Switches, TCP/IP Networking, Firewall Management, SCSI, RAID, I/O Topology
• Industrial Automation: PLCs (Programmable Logic Controllers), HMIs (Human Machine Interfaces), Servo Motors, Industrial Control Networks, Software-Driven Instrumentation

What We're Looking For

• Excellent communication and customer service skills.
• Strong technical troubleshooting abilities.
• High attention to detail and sense of ownership.
• Ability to learn new technologies quickly.
• Experience working in collaborative team environments.
• Self-motivated professional capable of managing competing priorities.
• Commitment to safety, operational excellence, and continuous improvement.

Employee Value Proposition

• Gain experience supporting enterprise-scale IT infrastructure and manufacturing operations.
• Exposure to advanced server, storage, networking, and industrial automation technologies.
• Opportunity to mentor and develop junior technicians.
• Work in a collaborative environment that values technical growth and professional development.
• Play a critical role in supporting business-critical systems and operations.

Pay

The pay range for this position is $28.00 - $32.00/hr.

Benefits

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

Schedule

This is a fully onsite, contract position based in Mount Crawford, VA.