Responsible for providing technical services and support for end user computing environments, including desktop and laptop computers, manufacturing and shop floor systems, networking devices, timeclocks, badge systems, security systems, and telecommunications systems across company locations. This role serves as an escalation point for the Service Desk and provides hands-on, on-site technical support for office, manufacturing, and plant environments.
Job Duties
Duties may include, but are not limited to the following:
Provide escalation support for end user hardware, software, and connectivity issues originating from the Service Desk or self-identified in company sites
May perform VIP support for corporate office and critical meetings
Deliver hands-on, site specific support for laptops, desktops, mobile devices, peripherals, and user workstations, including side by side support with end users
Support manufacturing and operational technology environments, including SAP workstations, barcode scanners, badge and access systems, camera systems, time clocks, and specialized production user stations
Install, configure, move, add, and replace end user equipment and supporting infrastructure as required
Perform advanced troubleshooting and root cause analysis of hardware, software, operating system, application, and connectivity issues
Image, test, validate, and certify PCs, applications, peripherals, and network connectivity prior to deployment or return to service
Provide ‘smart-hands’ support for telecommunications rooms, network closets, racks, cabling, and related infrastructure as directed by the Network and Infrastructure teams
Assist with server room and data closet support activities such as equipment installs, power verification, and basic troubleshooting under established standards as directed by Infrastructure teams
Coordinate with Infrastructure, Network, Security, Application teams, and 3rd party vendors to resolve complex or cross functional incidents
Ensure a high level of end user satisfaction through clear communication, ownership of issues, proper escalation, and thorough follow up to resolution
Document incidents, requests, resolutions, configurations, and procedures within the IT service management system in accordance with typical IT service management practices
Participate, and at times take a lead technician role, in projects such as site openings/closing, upgrades, refresh cycles, application rollouts, and manufacturing system & hardware deployments
Provide guidance and knowledge sharing with Service Desk staff as appropriate
Maintain a high level of professionalism in appearance, communication, and conduct at all times
Travel regularly to company sites and manufacturing facilities to provide on-site support and project assistance
Proactive IT risk mitigation and continuous improvement for IT related processes
Adhere to all plant-specific Good Manufacturing Practices (GMPs), ensuring compliance with safety, quality, sanitation, and operational standards in daily work activities
Perform related duties as assigned
Required Competencies & Knowledge
Knowledge of:
Desktop and end user computing support concepts and best practices.
Microsoft Windows operating systems and standard enterprise productivity tools.
Hardware components and peripherals including: printers, scanners, mobile devices, and specialty equipment.
Manufacturing and shop floor technology environments and user stations.
Basic networking concepts including cabling, switches, wireless access, and connectivity troubleshooting.
IT service management and ticketing systems.
Basic knowledge of telecom systems, mobile device management, and mobile application management software.
Technical email, telephone, and in-person support etiquette.
Documentation standards and technical writing practices preferred.
Principles of work prioritization, mentoring, and user support.
Ability to
Communicate effectively with technical and non-technical users, both verbally and in writing
Demonstrate a strong ability to receive direction from management, interpret requirements effectively, and execute assigned tasks with consistent follow‑through and accountability
Coordinate project timelines with plants to minimize downtime
Work independently while also collaborating effectively with cross functional IT teams
Prioritize, schedule, and manage multiple tasks in a fast-paced environment
Follow defined escalation paths while exercising sound judgment within established guidelines
Troubleshoot, diagnose, and resolve moderate to complex end user computing issues
Provide clear documentation of issues, resolutions, and procedures
Adapt to changing priorities, environments, and technologies
Support users in office, manufacturing, and plant settings
Work cooperatively with others
Work Environment
Work is primarily performed on site at company offices and manufacturing facilities, with limited remote work as appropriate
Regular exposure to production environments, which may include noise, dust, moving equipment, forklifts, and temperature variations
Standard working hours are 8:00 a.m. to 5:00 p.m. local time
On-call support, extended hours, or off-hours work may be required during emergencies, major incidents, or project implementations
Frequent travel (up to 50%) to company locations as business needs require
Physical Requirements
Ability to sit at a workstation for extended periods of time
Ability to kneel, crawl, stand, walk, and climb in facilities on a regular basis
Ability to lift and move equipment such as desktop systems, monitors, backup batteries, TVs and servers on an infrequent basis.
Minimum Qualifications
2 to 5 years of experience in a technical service, desktop support, end user computing, or systems administration role, or equivalent experience
Bachelor’s degree in Computer Science or a related field preferred
Industry certifications such as ITIL, HDI, or related technical certifications preferred
Experience supporting manufacturing or operational technology environments preferred
Experience with Honeywell or Motorola scanners, Dayforce timeclocks, and camera systems preferred
Strong working knowledge of Microsoft Windows and standard enterprise applications
Reliable transportation required to support travel between company locations
The pay range for this full-time, salaried position is $58,962-$88,444/year. Individual base pay depends on work location and additional factors such as experience, job-related skills, and relevant education or training. The position is eligible for a discretionary annual incentive based on company and individual performance. We offer a comprehensive benefits package including health, dental, 401k and wellness benefits beginning on the first day of employment. This information is provided per the relevant state and local pay transparency laws for the location in which this position will be performed. Base pay information is based on market location.
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