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# Factory Support Technician (Onsite)

- **Company:** T M FLOYD & CO
- **Location:** Summerville, SC, United States
- **Experience:** Expert
- **Salary:** $50,000.0 - $60,000.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Monitoring of Systems, Wide Area Networks, Information Technology, Servicenow
- **Published:** June 2, 2026
- **Apply:** https://tmfloyd.com/job/sr-factory-support-technician-onsite/

## About the Role

* Must be US citizen
 * Experience with ServiceNow or similar ITSM platforms
 * Strong Windows OS knowledge required
 * Basic understanding of LAN and wireless network technologies
 * Basic IT security knowledge
 * Knowledge of ITIL processes
 * Ability to prioritize efforts based upon business impact
 * Ability to perform in stressful situations
 * Strong troubleshooting and analytical skills
 * Strong verbal and written communication skills

## Description

* Answer incoming calls to the Factory Service Desk
 * Make a first diagnosis and prioritization of incidents for resolution
 * Provide investigation, diagnosis, resolution, and recovery for hardware/software problems
 * Escalate complex incidents to the second or third level in accordance with escalation processes
 * Create, coordinate, and resolve incidents together with incident managers and resolver teams
 * Own lifecycle of IT incidents within the ServiceNow platform
 * Record incident resolutions in ServiceNow
 * Maintain overall ownership of user issues and requests, ensuring that they receive resolution within a reasonable timeframe
 * Work with application teams to gather knowledge and create KB articles about tasks that can be performed by the Factory Service Desk role to expedite resolution
 * Support the following technologies: Windows 10 desktops and laptops, printers, scanners, basic LAN/WAN connectivity, and others as assigned
 * Monitor IT services and systems using monitoring tools
 * Prepare, implement, and verify software and hardware lifecycle projects through the change management process
 * Maintain a secure IT environment by keeping devices up to date


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