IT Remote Support Technician

About L3Harris Technologies

L3Harris Technologies is committed to attracting and nurturing talented individuals who share a passion for their work. Our team is united by a dedication to meeting customer missions and advancing professionally. We foster an inclusive and supportive workplace that encourages work-life balance. Our core values emphasize integrity, community engagement, and a commitment to excellence.

As a recognized leader in defense technology, we deliver comprehensive technology solutions that integrate across space, air, land, sea, and cyber domains to support national security interests.

Job Overview

The IT Remote Support Technician will deliver advanced technical support at our manufacturing and engineering sites, including Greenville, TX; Melbourne, FL; Sunrise, FL; Rochester, NY; Camden, NJ; and Salt Lake City, UT. The role follows a 9/80 work schedule, where employees work nine hours per day for nine days over two weeks, totaling 80 hours, with every other Friday off.

Key Responsibilities

• Address IT issues reported by users through helpdesk tickets, phone, or in-person contacts, providing first-level troubleshooting for computers, printers, scanners, and other peripherals.
• Manage escalated technical problems from Level 1 support, offering thorough troubleshooting for desktops, laptops, servers, printers, and specialized manufacturing and engineering devices.
• Install, configure, and upgrade hardware and software systems, including advanced operating systems, enterprise solutions such as Microsoft Office 365 and SAP ERP, and engineering applications like CAD/CAM and simulation software.
• Identify and solve network-related issues encompassing LAN/WAN setups, managing switches, routers, firewalls, and integrating with industrial control systems such as PLCs, SCADA, and Internet of Things (IoT) networks.
• Perform preventive maintenance tasks including patch updates, optimizing system performance, conducting backups and recovery procedures, and implementing security audits to minimize disruptions in production and engineering workflows.
• Establish and maintain sophisticated audiovisual and collaboration tools to support engineering design meetings, remote sessions, and training.
• Keep comprehensive records of IT incidents, resolutions, system configurations, and modifications within the ticketing platform, contributing to the knowledge base.
• Work alongside Level 3 engineers, IT management, and external vendors to resolve complex technical challenges, roll out new technologies, and contribute to IT initiatives across facilities.
• Ensure compliance with IT governance frameworks, cybersecurity protocols, data privacy standards, and manufacturing certifications such as ISO 9001 and cybersecurity practices like NIST.
• Provide guidance and training to Level 1 technicians and end-users on advanced troubleshooting methods, IT tools, and reinforcing security best practices.
• Oversee IT asset management, lifecycle tracking, and procurement processes by evaluating and suggesting hardware and software that meet manufacturing and engineering requirements.

Qualifications & Experience

• Minimum education of a High School Diploma or equivalent with at least eight years of relevant experience; alternatively, an Associate Degree or higher with a minimum of four years relevant prior experience.

Preferred Skills

• Expertise in diagnosing hardware, software, and networking issues.
• Strong familiarity with networking protocols including TCP/IP, VLANs, VPNs, and fundamental cybersecurity concepts.
• Experience using ticketing platforms like ServiceNow, remote management utilities, and monitoring tools.
• Knowledge of manufacturing technologies such as ERP, Manufacturing Execution Systems (MES), SCADA, and industrial automation processes.
• Excellent analytical thinking and meticulous problem-solving capabilities.
• Proficient communication skills suited for conveying technical details to non-technical colleagues.
• Ability to perform independently and collaborate effectively in high-pressure, critical production environments.
• A commitment to ongoing learning and adaptation to emerging technologies.

Additional Information

Salary transparency requirements indicate the following regional pay ranges: $68,500 to $127,000 for California, Massachusetts, New Jersey, Washington, Greater D.C., Denver, and New York City areas; and $59,000 to $110,000 for Colorado, Hawaii, Illinois, Maryland, Minnesota, New York state, and Vermont. Actual compensation depends on experience and location.

Benefits include health and disability insurance, 401(k) matching, flexible spending accounts, employee assistance program, educational support, parental leave, paid time off, and company holidays. Benefits may vary based on hiring date, schedule, and applicable union agreements.

L3Harris Technologies is an Equal Opportunity Employer valuing respect, dignity, and a discrimination-free workplace. Employment decisions are made without regard to protected characteristics, and the company conducts pre-employment background and substance abuse screening where allowed.

Applicants must be eligible for U.S. security clearances, typically requiring U.S. citizenship, as many positions necessitate access to classified information.

Submission of resumes includes consent to share with related entities within the company for consideration of other opportunities.