IT Support/ Help Desk

Summary of Position

The IT Support / Help Desk Specialist II is responsible for maintaining the company's desktop computing environment by analyzing requirements, resolving issues, installing hardware and software, and supporting the internal IT helpdesk in a fast-paced manufacturing environment.

Responsibilities include administration and support of PCs, printers, servers, and related equipment. Tasks include end-user support, license tracking, and performing maintenance, upgrades, and configurations on PCs.

Essential Responsibilities

Helpdesk Support

Provide onsite and remote support to end users, resolving technical issues promptly.

Respond quickly and effectively to IT service desk requests.

Monitor, prioritize, and resolve IT support tickets to meet SLA compliance.

Offer remote assistance using desktop tools for troubleshooting and support.

Assist in training end-users on software and hardware tools as needed.

Hardware & Software Maintenance

Troubleshoot and resolve hardware, software, and network issues for desktops, laptops, printers, and peripherals.

Configure, install, and maintain hardware, software, and peripherals, including workstations and mobile devices.

Assist with the setup, deployment, and configuration of new workstations and equipment for onsite and remote employees.

Perform regular patches, updates, and security enhancements on operating systems and applications.

Perform workstation hardware and software upgrades as required.

User & Account Management

Manage user accounts and permissions in Active Directory, Azure AD / Entra ID, and other directory services.

Provide support for VPN connectivity, network access, and security protocols for remote users.

Participate in the onboarding of new employees by setting up hardware and configuring accounts.

Documentation & Inventory

Document issues, resolutions, and steps taken in the IT service desk system.

Maintain accurate documentation of procedures, technical issues, and user guides.

Maintain an inventory of IT assets, including hardware and software licenses.

Collaboration & Escalation

Work closely with vendors and third-party service providers to resolve hardware or software issues.

Escalate complex technical issues to senior IT staff when necessary and track progress.

Project Support

Participate in IT projects, including system migrations, upgrades, and deployments.

Assist with user and service migrations between cloud providers, ensuring minimal disruption to end users.

Other Duties

Participate in the "after-hours " support team as needed.

Research and explore alternative solutions to technical problems.

Requirements

Skills

Strong troubleshooting and critical thinking abilities.

Excellent communication skills, both in person and virtually.

Strong time-management, organizational, and multitasking skills.

Ability to work effectively in a fast-paced environment.

Ability to adapt quickly to changing technology and user needs.

Understanding of IPv4 networking and the OSI model.

Familiarity with virtualization concepts, both on-premises and cloud-based.

Proficient in managing operating systems in a medium-to-large organization (primarily Windows, with some Mac).

Ability to follow and communicate detailed technical instructions clearly.

Strong customer service focus and ability to handle support requests calmly and efficiently.

Proficient with remote support tools for troubleshooting and assistance.

Ability to lift up to 50 lbs.

Experience

Minimum of 2 years in an IT helpdesk or IT support role.

Experience supporting Windows, MacOS, and mobile devices in a multi-site manufacturing environment.

Experience with network cable drop patching (Ethernet patch bays)

Network printer deployment and management.

Basic experience with managing M365 cloud-based applications (SharePoint, Teams, Exchange, etc.).

Familiarity with virtualization is a plus but not required (preferably vSphere).

Some experience with cloud-based authentication systems (MFA, SSO, SSPR).

Proficient with remote support tools for end-user assistance