Provide Tier 1 and Tier 2 support for desktops, laptops, mobile devices, printers, scanners, phones, access points, conference room equipment, and approved business applications.
Receive, prioritize, document, troubleshoot, resolve, and escalate support tickets while maintaining accurate service records and clear communication with end users.
Deploy and configure IT equipment including desktops, laptops, monitors, peripherals, standard software, endpoint security tools, and role-based access.
Support onboarding, transfers, and offboarding by coordinating user accounts, email, Microsoft 365 access, shared drives, permissions, hardware setup, equipment recovery, and documentation.
Administer routine user access activities, including password support, MFA support, distribution lists, file permissions, account updates, and termination support in accordance with company policy.
Troubleshoot operating systems, applications, Wi-Fi, VPN/LAN connectivity, printers, scanners, shop-floor terminals, barcode/label devices, and manufacturing technology used in office and production environments.
Assist with client patching, endpoint protection, backup checks, cybersecurity awareness, vulnerability follow-up, and information security practices.
Maintain IT asset inventory, equipment assignments, software license records, warranty information, spare equipment, procurement records, and refresh recommendations.
Support ERP, reporting, manufacturing, and business systems within assigned scope, escalating complex issues to vendors, corporate IT, or senior technical resources as needed.
Develop and maintain documentation, work instructions, knowledge base articles, troubleshooting guides, and user training materials to improve service consistency.
Coordinate with vendors, service providers, corporate IT resources, production, quality, HR, EHS, and leadership to resolve issues and support technology projects.
Promote confidentiality, professional customer service, safety, compliance, accountability, and continuous improvement across all IT support activities.
Perform other duties as assigned.
Requirements:
Working knowledge of Windows desktop support, Microsoft 365, email, printers, scanners, peripherals, endpoint devices, and standard business applications.
Understanding of Active Directory or Azure AD, user access administration, MFA, file permissions, and security best practices.
Basic networking knowledge including TCP/IP, DNS, DHCP, VPN, Wi-Fi, switching concepts, access points, and connectivity troubleshooting.
Ability to document issues, follow procedures, maintain accurate records, and communicate status clearly to technical and non-technical users.
Strong customer service, confidentiality, collaboration, accountability, organization, and problem-solving skills.
Experience with ticketing, remote support, endpoint management, ERP/manufacturing systems, and IT asset inventory preferred.
Ability to work in office and manufacturing environments while following company safety, PPE, and information security practices.
Requires a bachelor’s degree in information technology, computer science, business systems, or equivalent job experience with four to six years of progressively responsible IT support, desktop support, or systems support experience. CompTIA A+, Network+, Security+, Microsoft, or related certifications are preferred.
Equivalent combinations of education, certification, and experience will be considered.
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