IT SUPPORT SPECIALIST - JOB #1139

The IT Support Specialist provides day-to-day technical support for Enstrom employees and helps maintain reliable access to the systems, devices, and technology used across the organization.

This position supports office, engineering, and manufacturing operations by resolving user issues, preparing and maintaining equipment, documenting support activity, and escalating complex problems when needed. Success requires responsive customer service, sound troubleshooting, attention to detail, and the ability to work effectively in an on-site aviation manufacturing environment.

BASIC WORKER FUNCTION

Provide timely, professional technical assistance to employees experiencing hardware, software, account, network, printing, telephone, or peripheral issues.

Install, configure, maintain, and track end-user computers, mobile devices, printers, applications, and related equipment while following established IT procedures and security practices.

Use sound judgment to diagnose problems, prioritize requests, protect company information, and determine when an issue requires escalation to the IT Manager, a vendor, or another technical resource.

Support dependable business operations by communicating clearly with users, documenting work accurately, completing assigned tasks, and contributing to continuous improvement of IT services and documentation., * Serve as the first point of contact for employee technology questions and support requests.

• Troubleshoot and resolve common desktop, laptop, monitor, docking station, printer, telephone, mobile device, application, account, and connectivity issues.
• Install, configure, deploy, relocate, and replace computers, peripherals, approved software, and related end-user technology.
• Create, modify, and disable user accounts and access permissions as authorized and in accordance with established procedures.
• Assist with employee onboarding, transfers, and separations by preparing equipment and coordinating system access changes.
• Record support requests, troubleshooting steps, resolutions, equipment assignments, and other required information accurately and promptly.
• Maintain accurate hardware and software inventory records, including asset tags, assigned users, locations, warranties, and equipment status.
• Perform routine workstation maintenance, updates, testing, and basic preventive support to improve reliability and security.
• Support conference rooms, audiovisual equipment, shared devices, and other workplace technology used for meetings and daily operations.
• Identify recurring issues and assist with developing user instructions, standard procedures, knowledge-base articles, and other IT documentation.
• Escalate complex, high-impact, security-related, or unresolved issues promptly and provide clear information to support further troubleshooting.
• Coordinate with technology vendors and service providers as directed, including scheduling service and confirming issue resolution.
• Follow company cybersecurity, access-control, data-protection, export-control, and confidentiality requirements.
• Provide respectful, patient, and practical technical guidance to employees with varying levels of technical experience.
• Assist with IT projects, system implementations, equipment refreshes, audits, and process improvements as assigned.
• Maintain organized IT work areas, equipment storage, cables, spare devices, and deployment materials.
• Respond to urgent technology interruptions and help minimize disruption to business and production operations.
• Perform other duties as assigned in support of the IT department and Enstrom operations.

• High school diploma or equivalent required; associate degree or technical training in information technology, computer systems, or a related field preferred.
• One or more years of help desk, desktop support, technical support, or related experience preferred; relevant education, certifications, or hands-on technical experience may be considered.
• Experience supporting Microsoft Windows computers, Microsoft 365 applications, user accounts, printers, peripherals, and common business software preferred.
• Experience installing, configuring, troubleshooting, and maintaining end-user hardware and software.
• Basic understanding of networking, cybersecurity, access control, data protection, and IT asset-management practices.
• CompTIA A+, Microsoft, or other relevant technical certification preferred but not required.

Required Knowledge, Skills and Abilities

• Working knowledge of computer hardware, Windows operating systems, Microsoft 365, printers, peripherals, and common business applications.
• Ability to troubleshoot technical issues methodically, identify likely causes, test solutions, and verify resolution.
• Strong customer-service skills with the patience to assist employees with varying levels of technical knowledge.
• Ability to explain technical information clearly in person, by telephone, and in writing.
• Ability to prioritize multiple requests based on urgency, operational impact, and established direction.
• Strong attention to detail and the ability to maintain accurate records, inventory information, and support documentation.
• Ability to follow security, confidentiality, access-control, and data-handling requirements.
• Ability to work independently within assigned responsibilities and seek assistance or escalate issues appropriately.
• Ability to collaborate effectively with employees, department leaders, vendors, and other technical resources.
• Dependability, professionalism, discretion, and sound judgment when handling company systems and information.
• Ability to learn unfamiliar systems, equipment, and processes and adapt as business technology needs change.
• Ability to work on-site in an active office and aviation manufacturing environment., * Ability to perform computer-based work and use standard office and IT equipment for extended periods.
• Ability to frequently sit, stand, walk, type, reach, bend, and move between office, production, meeting, and equipment-storage areas.
• Ability to access workstations, cabling, equipment connections, storage areas, and other locations that may require kneeling, crouching, or working in confined positions.
• Ability to occasionally lift, carry, push, pull, and position computers, monitors, printers, and related equipment weighing up to 45 pounds.
• Ability to work in an aviation manufacturing environment and wear required personal protective equipment when entering designated areas.

This is a full-time, on-site, hourly, non-exempt position located in Menominee, Michigan.