IT Specialist (aka IT Support Technician)

Overview

POSITION OVERVIEW:

The IT Support Specialist is responsible for maintaining and supporting the organization''s computer systems, communication networks, and related technologies within a manufacturing plant environment. This role provides front-line technical support to end users, ensuring systems operate efficiently, technical issues are resolved promptly, and business operations experience minimal disruption. The position also supports infrastructure administration, user onboarding, system security, documentation, and reporting functions.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

The essential functions and responsibilities include, but are not limited to, the following. Other duties may be assigned. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Provide technical support to end users for computer applications, systems, devices, access, and hardware issues.
• Identify, research, troubleshoot, and resolve technical problems while ensuring the proper operation of user workstations and equipment.
• Respond to telephone, email, and online requests for technical support in a timely and professional manner.
• Evaluate user needs, define technical problems, and collaborate with various departments to develop and implement effective solutions.
• Install, configure, troubleshoot, repair, maintain, and update computer systems, hardware, software, and peripherals.
• Implement and assist with the deployment of new applications, software, operating systems, and technology solutions.
• Perform system and user account setup for new hires and support employee onboarding activities.
• Conduct new user orientation and training on corporate IT software tools and systems.
• Create, update, maintain, and distribute system documentation, procedures, and technical reference materials.
• Professionally handle confidential and sensitive company information while maintaining data security and privacy standards.
• Enforce corporate IT policies, procedures, and security standards at the local facility level.
• Perform and monitor server backup processes to ensure business continuity and data protection.
• Create, maintain, and deploy system images for workstation provisioning and recovery.
• Deploy, administer, and maintain Windows Server environments, including Hyper-V virtualized infrastructure.
• Manage Active Directory accounts, group policies, security settings, and user permissions within a Windows domain environment.
• Create, maintain, and support databases used by operations, finance, engineering, and other business functions.
• Utilize Microsoft Access and SQL Server to develop reports and provide key business metrics to management.
• Work independently within established procedures while effectively prioritizing multiple assignments and support requests.
• Participate in periodic evening and weekend work to support maintenance activities, upgrades, system implementations, and emergency support requirements.

ESSENTIAL REQUIREMENTS/QUALIFICATION

To perform this job successfully, candidates must be team-oriented, customer-focused, and capable of making sound decisions under pressure while working with cross-functional teams. The requirements listed below are representative of the knowledge, skills, and abilities required.

• High school diploma required; Associate degree, technical school certification, or equivalent experience preferred.
• Minimum one (1) year of experience in technical support, help desk, desktop support, field service, or a related IT role, or an equivalent combination of education and experience.
• Experience deploying and maintaining Windows Server in a Hyper-V environment.
• Strong working knowledge of Microsoft Windows 10 and Windows 11.
• Proficiency with Microsoft Office applications, including Excel, Word, and Access.
• Working knowledge of Windows Server administration and Active Directory.
• Experience with Microsoft SQL Server and database reporting tools.
• Understanding backup and recovery processes, system imaging, and endpoint deployment.
• Familiarity with networking concepts, hardware troubleshooting, and IT security best practices.
• IT support experience in a manufacturing environment is strongly preferred.
• Experience deploying and maintaining Windows Server environments in a Hyper-V infrastructure preferred.
• Ability to solve practical problems and manage multiple priorities in situations where limited standardization exists.
• Strong analytical, troubleshooting, problem-solving, and decision-making skills.
• Experience administering with security and user permissions within a Windows Domain.
• Experience using Microsoft Access and SQL Server for database management and business reporting preferred.
• Ability to communicate effectively with vendors, associates, management, and all organizational levels.