IT Help Desk Technician

We are seeking a highly skilled and motivated Senior IT Help Desk Technician to lead day- to-day support operations and provide advanced technical assistance across the organization. This role is responsible for resolving complex issues, mentoring junior staff, improving support processes, and ensuring high levels of user satisfaction. The ideal candidate combines strong technical expertise with leadership ability and a proactive mindset toward continuous improvement., Manufacturing & Shop Floor Support

• Support production-critical systems (ERP, shop floor PCs, barcode scanners, label printers)

• Troubleshoot issues impacting machine operators, inventory, and shipping workflows

• Ensure uptime for systems tied to bin locations, tooling, and work orders

• Work closely with operations to minimize downtime impact

Advanced Technical Support

• Act as Tier 3 escalation point

• Troubleshoot: o Windows endpoints (office + industrial PCs) o Microsoft 365 / Azure AD o VPN and remote access o Network issues across warehouse + office

• Support ERP systems (SyteLine, Oracle, etc. or similar) Help Desk Ownership

• Own ticket queue and enforce SLA response/resolution times

• Identify trends (repeat issues, bad processes, weak systems)

• Reduce ticket volume through automation and root cause fixes

• Maintain clean documentation and knowledge base

Compliance & Security (SOX Environment)

• Follow and enforce SOX controls (access reviews, change management, logging)

• Maintain proper documentation for audits

• Ensure user provisioning/deprovisioning is compliant

• Work with IT leadership on audit readiness

Leadership & Accountability

• Mentor junior IT staff (if/when added)
• Set the tone for responsiveness and ownership
• Push back on poor processes and suggest improvements
• Act as the "go-to" person when things break

Systems & Continuous Improvement

• Improve endpoint management (Intune, patching, asset tracking)
• Standardize workstation setups across shop floor + office
• Support IT projects (deployments, migrations, system upgrades)
• Assist with internal app support (like your Blazor tools, barcode systems, etc.)

• 5+ years IT support experience in a hands-on environment

• Experience supporting manufacturing or warehouse operations

• Strong knowledge of: o Windows OS & hardware troubleshooting o Active Directory / Azure AD o Microsoft 365 o Networking fundamentals (DHCP, DNS, VLANs, VPN)

• Experience with ticketing systems

• Proven ability to handle high-pressure, production-impact issues Highly Preferred

• Experience with: o ERP systems (SyteLine, Oracle, etc.) o Barcode scanners / label printers (Zebra, etc.) o Shop floor or industrial IT environments

• Familiarity with SOX compliance

• PowerShell or automation experience

• Experience improving help desk processes (not just working in one) Education & Experience

• Some college or IT coursework preferred

• 5 years experience in IT help desk or support role

For informational purposes only, the range of pay for this role is $23.75 to $31.00 US Dollar (USD) Hourly based on a variety of factors. For informational purposes only, this role is eligible to participate in the Company's Quarterly Cash Bonus Plan, paid out at the quarterly bonus factor of 1X the Company's bonus multiple, based on the Company's performance in the applicable quarter. Employees will receive 80 hours paid time off every year. Employees will also receive 10 paid holidays. Employees (and their families) are eligible to participate in the company's medical, dental, vision, and basic life insurance. Employees are eligible to enroll in the Company's 401(k) plan.

With more than 120 operations and approximately 20,000 employees worldwide, Precision Castparts Corp. is the market leader in manufacturing large, complex structural investment castings, airfoil castings, forged components, aerostructures and highly engineered, critical fasteners for aerospace applications. In addition, we are the leading producer of airfoil castings for the industrial gas turbine market. We also manufacture extruded seamless pipe, fittings, and forgings for power generation and oil & gas applications; commercial and military airframe aerostructures; and metal alloys and other materials for the casting and forging industries. With such critical applications, we insist on quality and dependability - not just in the materials and products we make, but in the people we recruit. PCC is relentless in its dedication to being a high-quality, low-cost and on-time producer; delivering the highest value to its customers while continually pursuing strategic, profitable growth.