IT Support Specialist

Cerex Advanced Fabrics is seeking a motivated and service-oriented IT Support Specialist to provide technical support and maintain the reliability of our IT systems across office and manufacturing environments. This role serves as the primary point of contact for end-user technical issues and is responsible for troubleshooting hardware, software, network, and system access concerns. The ideal candidate combines strong technical proficiency with excellent communication skills and a customer-first mindset to ensure operational efficiency and minimal downtime., Technical Support & Troubleshooting

• Diagnose and resolve hardware, software, and network-related issues.
• Provide desktop and remote support for Windows and macOS environments.
• Troubleshoot connectivity issues (TCP/IP, printers, scanners, peripheral devices).
• Gather and analyze information to diagnose system issues accurately.
• Escalate complex or unresolved technical issues to appropriate senior team members to ensure timely and effective resolution.

Installation & Maintenance

• Install, configure, and upgrade operating systems and business applications.
• Deploy and maintain desktop computers, laptops, printers, and related peripherals.
• Perform post-deployment verification to ensure systems remain stable and fully operational after software updates and security patches are applied.
• Maintain system performance through preventative maintenance.

User Account & Access Management

• Create and manage user accounts in Active Directory and email systems.
• Provisioning access permissions and system credentials for new hires.
• Support onboarding and offboarding processes.
• Maintain accurate documentation of user access controls.

Ticket & Service Management

• Document, track, and prioritize support requests in the IT ticketing system.
• Ensure timely resolution and communicate status updates to employees.
• Log all service requests accurately and maintain detailed support notes.
• Monitor ticket queues to meet service level expectations.

System Security & Compliance

• Ensure endpoints are secure, patched, and properly backed up.
• Monitor systems for warning signs of potential security or performance issues.
• Assist with enforcing IT security policies and standards.
• Support disaster recovery and backup validation processes.

Physical Demands

• Combination of office and plant-floor support.
• May require lifting IT equipment (up to 50 lbs).
• Occasional after-hours support for maintenance or system updates.

Required:

• Bachelor’s degree in computer science, Information Technology, or related field preferred or 34 years of equivalent hands-on IT support experience.

Technical Knowledge

• Proficiency with Windows operating systems.
• Working knowledge of Microsoft Office 365 applications.
• Familiarity with Active Directory and user account management.
• Understanding basic network protocols (TCP/IP).
• Solid working knowledge of standard office applications (e.g., Adobe and other productivity tools), along with familiarity supporting PC hardware, printers, and common peripherals.

Preferred:

• Experience in a manufacturing or multi-site environment is preferred.
• A+ Certified

ESSENTIAL JOB SKILLS

Communication & Customer Service

• Strong verbal communication skills to explain technical issues in simple terms.
• Professional written communication skills for documentation and reporting.
• Excellent customer service orientation.
• Ability to interact professionally with employees across all departments.

Analytical & Organizational Skills

• Strong troubleshooting and analytical skills.
• Effective time management to meet service expectations.
• Ability to multitask and prioritize competing requests.
• Attention to detail and strong documentation practices.
• Observational skills to identify early warning signs of technical issues.