IT Support Specialist

Overview

Provides first-line technical support and basic Windows administration for office and production users. This entry-level role focuses on help desk response, workstation setup, Microsoft 365 support, Active Directory account maintenance, printer and peripheral troubleshooting, basic network/phone system support, and accurate IT documentation. The position is intended for a developing IT professional who can learn Luvata Appleton business systems, follow established procedures, escalate complex issues appropriately, and support a reliable onsite technology environment.

Responsibilities

• Serve as the first point of contact for user support requests; document, prioritize, troubleshoot, and resolve or escalate tickets in a timely manner.
• Install, configure, and troubleshoot Windows desktops, laptops, docking stations, monitors, printers, mobile devices, and other end-user equipment.
• Support Microsoft 365 applications, Teams, Outlook, OneDrive, SharePoint basics, MFA, password resets, and common productivity issues.
• Perform basic Active Directory administration, including user account setup, group membership changes, password resets, workstation joins, and basic permissions requests under defined procedures.
• Assist with Windows administration tasks such as patch verification, endpoint health checks, inventory updates, and routine workstation/server checks as assigned.
• Provide basic troubleshooting for network connectivity, Wi-Fi, VPN, phones, shared drives, and plant-floor workstation access before escalating to senior IT or Group IT.
• Maintain accurate documentation for device assignments, user changes, common fixes, asset inventory, and standard IT procedures.
• Coordinate with vendors or internal IT resources for hardware repair, licensing questions, equipment orders, and escalated technical issues.
• Follow cybersecurity, change control, confidentiality, and safety requirements when supporting office and production environments.
• Participate in IT projects, system auditing, and continuous improvement activities as directed, especially workstation refreshes, onboarding/offboarding, documentation cleanup, and system standardization.
• All other duties as assigned.

Qualifications

• Associate degree, technical diploma, relevant coursework, internship, certification, or equivalent hands-on experience in Information Technology or related field.
• 1-2 years of IT support experience preferred; manufacturing or plant-floor support experience is helpful but not required.
• Working knowledge of Windows 11, Microsoft 365, basic PC hardware, printers, and common end-user troubleshooting techniques.
• Basic familiarity with Active Directory, Windows Server concepts, file permissions, networking fundamentals, and user account administration.
• Ability to follow procedures, document work clearly, escalate issues appropriately, and learn new systems quickly.
• Strong customer service mindset, professional communication skills, attention to detail, and ability to work with users at varying technical levels.
• Ability to work independently on routine tasks and collaboratively with local IT, business departments, vendors, and Group IT on escalated issues.
• Helpful certifications include CompTIA A+, Network+, Microsoft 365 Fundamentals, Azure Fundamentals, or Windows Client/Server training; certifications are preferred, not required.

Competencies

• Customer-focused troubleshooting.
• Clear documentation and follow-through.
• Windows and Microsoft 365 fundamentals.
• Basic security awareness and confidentiality.
• Reliability in an onsite manufacturing support environment.
• Willingness to learn Luvata Appleton systems and standard practices.
• Exhibits Luvata's Core Values of:
• Respect Diversity & Teamwork
• Act with Integrity, Speed and Determination
• Tireless Efforts to Meet the Needs of our Customers and Society

Physical & Work Environment Requirements

• Work is primarily conducted onsite in an office environment with regular support needs in production areas.
• The employee is required to wear safety glasses, hearing protection and metatarsal guarded steel-toed shoes while working in production areas.
• The employee must occasionally lift and/or move up to 25 pounds.
• The employee is occasionally exposed to moving mechanical parts and fumes or airborne particles.
• The employee may occasionally travel on company business.
• The noise level is usually moderate in the office and loud near production equipment.