IT Specialist (aka IT Support Technician)

Position overview

This role supports the computing environment, communication systems, and associated technologies inside a manufacturing plant. The IT Support Specialist serves as the first point of contact for employees needing technical help, works to keep systems running smoothly, and reduces interruptions to day-to-day business operations. The position also includes support for infrastructure administration, onboarding new employees, security practices, documentation, and reporting.

Key responsibilities

• Deliver hands-on support to users who need help with applications, devices, access issues, systems, or hardware.
• Investigate, diagnose, and resolve technical problems so workstations and equipment continue functioning properly.
• Handle support requests received by phone, email, and online channels in a prompt and professional way.
• Assess user requirements, identify the underlying issue, and work with different teams to implement practical fixes.
• Install, set up, troubleshoot, repair, maintain, and refresh computers, software, peripherals, and related hardware.
• Assist with deploying new applications, operating systems, software packages, and technology solutions.
• Set up user and system accounts for new employees and support onboarding activities.
• Provide orientation and training to new users on company IT tools and systems.
• Prepare, revise, maintain, and share technical documentation, procedures, and reference materials.
• Safeguard confidential and sensitive information while following data privacy and security requirements.
• Apply corporate IT rules, procedures, and security controls at the local site.
• Run and monitor backup processes to support business continuity and data protection.
• Create, maintain, and distribute system images for workstation setup and restoration.
• Support Windows Server environments and Hyper-V virtual infrastructure administration.
• Manage Active Directory accounts, group policies, permissions, and security settings in a Windows domain.
• Support and maintain databases used by operations, finance, engineering, and other departments.
• Use Microsoft Access and SQL Server to build reports and provide management with business metrics.
• Work independently within established procedures while balancing multiple priorities and support tickets.
• Participate in evening and weekend work when needed for maintenance, upgrades, implementations, and urgent support.

Requirements

• High school diploma is required; an associate degree, technical certification, or equivalent practical experience is preferred.
• At least 1 year of experience in technical support, help desk, desktop support, field service, or a similar IT role, or an equivalent mix of education and experience.
• Experience with Windows Server deployment and maintenance in a Hyper-V environment.
• Strong working knowledge of Windows 10 and Windows 11.
• Comfort using Microsoft Office tools such as Excel, Word, and Access.
• Working knowledge of Windows Server administration and Active Directory.
• Experience with Microsoft SQL Server and reporting tools for databases.
• Understanding of backup and recovery, system imaging, and endpoint deployment processes.
• Familiarity with networking fundamentals, hardware troubleshooting, and IT security practices.
• Prior IT support experience in a manufacturing setting is strongly preferred.
• Ability to solve practical issues, organize multiple priorities, and operate effectively where procedures may not be fully standardized.
• Strong analytical thinking, troubleshooting ability, problem-solving, and judgment under pressure.
• Experience managing security settings and user permissions in a Windows domain.
• Ability to communicate clearly with vendors, employees, managers, and stakeholders at all levels.

Additional information

This position is based in a manufacturing plant environment and may require occasional evening and weekend work to support maintenance, system upgrades, implementations, and emergency situations. The role also emphasizes customer focus, teamwork, and sound decision-making while collaborating across departments. Reasonable accommodation may be made for qualified individuals with disabilities. Other duties may be assigned as needed.