Tier 1 IT Onsite Support Technician

About the role

The Tier 1 IT Onsite Support Technician is responsible for providing first‑level IT support at the SOFIE manufacturing facility in Dulles, VA. This role focuses on overnight operations and is critical to maintaining uninterrupted technology services for SOFIE facilities across the United States.

Schedule

Flexible overnight hours.

Location

Onsite – Dulles, VA.

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.
• Document and troubleshoot printers at all SOFIE facilities.
• Problem‑solve any issues or irregularities.
• Work in Office 365 and Windows Active Directory to manage and maintain accounts and perform password resets as needed.

Qualifications

• High school diploma or equivalent required; associate degree or technical certification in IT preferred.
• Previous experience in IT support / help desk environment is required.
• 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 lb.