Operations IT Support Technician

Key Responsibilities

• Provide in-person technical support across shop and office environments.
• Troubleshoot issues directly with users and equipment on the production floor.
• Respond quickly to real-time issues impacting fabrication and operations.
• Cookordinate Tier 2 and 3 ticket resolution via MSP.
• Partner with Director of IT on projects and priority requests.
• Deliver first level in person, remote and phone support for desktops, laptops, mobile devices, and printers.
• Troubleshoot Microsoft 365 (Outlook, Teams, email) and login issues.
• Support Active Directory, Entra ID, and Intune (user setup, device management, permissions).
• Resolve VPN and basic network connectivity issues.
• Provide clear, practical support to non-technical users.
• Set up, configure, and deploy computers and IT equipment.
• Install software, updates, and security patches.
• Troubleshoot hardware (PCs, monitors, peripherals).
• Maintain IT inventory and asset tracking.
• Travel between Coatesville, Sinking Spring, and Downingtown locations.
• Provide on-site support in industrial and fabrication environments.
• Assist field teams and project sites as needed.
• Aid in basic network setup (Wi-Fi, routers, switches).
• Support connectivity troubleshooting and user access issues.
• Leverage AI tools as part of the troubleshooting process to diagnose and resolve technical issues efficiently.
• Track and document issues within the ticketing system.
• Maintain knowledge base and standard operating procedures.
• Support virtual server migrations and infrastructure upgrades.
• Implement new software systems and tools.
• Support cybersecurity awareness and user training initiatives.
• Align IT support with production operations and workforce growth.

Qualifications

• Experience: 2+ years of IT support, help desk, or desktop support experience (can be a combination of internship and IT related roles).
• Core Technical Skills: Windows operating systems, Microsoft 365 (Outlook, Teams, Office applications), Active Directory, Entra ID, and Intune (user and device management), Basic networking (Wi-Fi, IP addressing, VPN), Hardware setup, deployment, and troubleshooting, Demonstrated experience using AI tools for troubleshooting.
• Additional Requirements: Valid driver’s license and reliable transportation, Ability to travel between locations (mileage reimbursed), Comfortable working in industrial / production environments, including early start times or second shift support, Ability to remain active and on your feet throughout the day.
• Preferred Qualifications: Associate degree in IT or related field, CompTIA A+ or similar certification, Experience in manufacturing, construction, or industrial environments, Exposure to PowerShell, SharePoint, or HRIS platforms (e.g., BambooHR), 2+ years of IT support, help desk, or desktop support experience.