Tier 1 IT Onsite Support Technician

About the role

This position provides first-level IT support at the SOFIE manufacturing facility in Totowa, NJ, focusing on overnight operations to maintain uninterrupted technology services for SOFIE facilities across the United States.

Schedule

11:00 PM to 7:00 AM, Sunday through Friday

Responsibilities

• Serve as the primary contact for IT support calls during overnight hours.
• Resolve Tier 1 nighttime support tickets efficiently and accurately.
• Assist all SOFIE facilities with troubleshooting hardware and software issues, ensuring minimal disruption to manufacturing operations.
• Provide Tier 1 support and triage for all SOFIE facilities across the US, escalating issues as needed to higher-level IT personnel.
• Document support activities and maintain accurate records of ticket resolutions.
• Monitor facility systems for any irregularities and proactively address potential issues.
• Troubleshoot and document printer issues at all SOFIE facilities.
• Problem-solve any irregularities or issues.
• Work in Office 365 and Windows Active Directory to manage and maintain accounts, including password resets.

Requirements

• High school diploma or equivalent required; associate degree or technical certification in IT preferred.
• Previous experience in an IT support or help desk environment.
• Strong problem-solving and communication skills.
• Ability to work independently during overnight shifts.
• Familiarity with common operating systems, network troubleshooting, and basic IT hardware.

Physical Requirements

• Ability to stand, walk, and move throughout the manufacturing facility as needed.
• Occasional lifting of IT equipment up to 25 lbs.