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On-Site Support Technician

Universal Business Solutions

Macedon, NY

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JOB DETAILS
SKILLS
Audiovisual, Communication Skills, Computer Workstations, Configuration Management, Customer Support/Service, DHCP (Dynamic Host Configuration Protocol), DNS (Domain Name System), Desktop Administration, Desktop PC, Documentation, Endpoint Security, Establish Priorities, Hardware Administration, Help Desk, ITIL (IT Infrastructure Library), Identify Issues, Information Technology & Information Systems, Laptop PC, Leadership, Lifting Equipment, Manufacturing, Microsoft Active Directory, Microsoft Product Family, Microsoft Windows Azure, Microsoft Windows Operating System, Microsoft Windows Server, Microsoft Windows System Administration, Mobile Devices, Needs Assessment, Network Configuration Management, Network Support, On Site Support, Peripheral Hardware, Printers, Problem Solving Skills, Process Improvement, Root Cause Analysis, Service Delivery, Software Patches, Strategic Planning, Systems Administration/Management, Systems Maintenance, TCP/IP (Transmission Control Protocol/Internet Protocol), Technical Support, User Account Administration, VLAN (Virtual Local Area Network), VMWare, iOS
LOCATION
Macedon, NY
POSTED
30+ days ago
Seeking an experienced On-Site Support Technician to serve as the primary IT support resource at one of our manufacturing facilities. This role provides full-spectrum end user support while also contributing to strategic initiatives that improve IT service delivery and address root causes of recurring issues. The ideal candidate combines strong technical troubleshooting skills with a process improvement mindset, capable of both resolving immediate issues and identifying opportunities to drive efficiency.

Key Responsibilities

End User Support

  • Serve as the primary on-site IT contact for daily help desk and user support needs
  • Troubleshoot and resolve hardware, software, and connectivity issues for PCs, laptops, printers, and mobile devices
  • Perform password resets, account unlocks, and access troubleshooting
  • Active Directory / Azure Entra Administration
  • Set up and configure new user workstations
  • Provide IT hardware support for shop floor systems as needed

Endpoint Management & Security

  • Manage endpoint configurations and deployments using Microsoft Intune
  • Monitor endpoint alerts and respond to issues proactively
  • Execute patch management activities to maintain system currency and security
  • Monitor AV/EDR alerts and perform remediation as needed
  • Perform hardware replacement of like-for-like devices

Operations & Monitoring

  • Perform basic network troubleshooting including connectivity issues
  • Execute minor network configuration updates as directed
  • Assist with server and infrastructure tasks as experience allows

Vendor & Escalation Coordination

  • Coordinate with vendors for incident resolution and hardware support
  • Escalate complex issues to support resources as needed

Process Improvement & Strategic Projects

  • Identify patterns in support requests and escalate systemic issues for root cause resolution
  • Contribute to strategic projects aimed at improving IT service delivery efficiency
  • Develop and maintain documentation for common issues and resolutions
  • Recommend and implement process improvements that reduce recurring support burden

Site Partnership

  • Build relationships with site leadership and end users to understand local IT needs
  • Communicate IT updates, changes, and planned maintenance to site stakeholders
  • Participate in site meetings and initiatives as the IT representative

Required Qualifications

Education & Experience:

  • 5+ years of experience in IT support, desktop support, or helpdesk roles
  • Experience supporting end users in a corporate or manufacturing environment
  • Track record of independent troubleshooting and problem resolution

Technical Skills:

  • Strong knowledge of Windows operating systems, Microsoft Azure, and Microsoft 365 applications
  • Experience with endpoint management tools, preferably Microsoft Intune
  • Familiarity with Active Directory, group policy, and user account management
  • Basic networking knowledge including TCP/IP, DNS, DHCP, and VLAN concepts
  • Experience supporting mobile devices (Primarily iOS)
  • Hardware troubleshooting skills for desktops, laptops, printers, and peripherals

Core Competencies:

Customer service orientation with strong communication skills

  • Problem-solving mindset with ability to identify root causes
  • Self-directed with ability to prioritize and manage workload independently
  • Process improvement orientation—not just fixing issues but preventing them
  • Comfortable working in a manufacturing environment

Preferred Qualifications

  • Microsoft Certified: Modern Desktop Administrator Associate
  • Microsoft Certified: Endpoint Administrator
  • ITIL Foundation certification
  • Experience with server administration (Windows Server, VMware)
  • Background in manufacturing or industrial environments

Working Conditions

  • Full-time on-site at assigned manufacturing facility
  • Standard weekday business hours
  • Manufacturing environment exposure
  • Occasional lifting of IT equipment (up to 50 lbs)

About the Company

U

Universal Business Solutions

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