• Provide Tier 1 and Tier 2 support for desktops, laptops, mobile devices, printers, scanners, phones, access points, conference room equipment, and approved business applications.
• Receive, prioritize, document, troubleshoot, resolve, and escalate support tickets while maintaining accurate service records and clear communication with end users.
• Deploy and configure IT equipment including desktops, laptops, monitors, peripherals, standard software, endpoint security tools, and role-based access.
• Support onboarding, transfers, and offboarding by coordinating user accounts, email, Microsoft 365 access, shared drives, permissions, hardware setup, equipment recovery, and documentation.
• Administer routine user access activities, including password support, MFA support, distribution lists, file permissions, account updates, and termination support in accordance with company policy.
• Troubleshoot operating systems, applications, Wi-Fi, VPN/LAN connectivity, printers, scanners, shop-floor terminals, barcode/label devices, and manufacturing technology used in office and production environments.
• Assist with client patching, endpoint protection, backup checks, cybersecurity awareness, vulnerability follow-up, and information security practices.
• Maintain IT asset inventory, equipment assignments, software license records, warranty information, spare equipment, procurement records, and refresh recommendations.
• Support ERP, reporting, manufacturing, and business systems within assigned scope, escalating complex issues to vendors, corporate IT, or senior technical resources as needed.
• Develop and maintain documentation, work instructions, knowledge base articles, troubleshooting guides, and user training materials to improve service consistency.
• Coordinate with vendors, service providers, corporate IT resources, production, quality, HR, EHS, and leadership to resolve issues and support technology projects.
• Promote confidentiality, professional customer service, safety, compliance, accountability, and continuous improvement across all IT support activities.
• Perform other duties as assigned.

• Working knowledge of Windows desktop support, Microsoft 365, email, printers, scanners, peripherals, endpoint devices, and standard business applications.
• Understanding of Active Directory or Azure AD, user access administration, MFA, file permissions, and security best practices.
• Basic networking knowledge including TCP/IP, DNS, DHCP, VPN, Wi-Fi, switching concepts, access points, and connectivity troubleshooting.
• Ability to document issues, follow procedures, maintain accurate records, and communicate status clearly to technical and non-technical users.
• Strong customer service, confidentiality, collaboration, accountability, organization, and problem-solving skills.
• Experience with ticketing, remote support, endpoint management, ERP/manufacturing systems, and IT asset inventory preferred.
• Ability to work in office and manufacturing environments while following company safety, PPE, and information security practices.
• Requires a bachelor’s degree in information technology, computer science, business systems, or equivalent job experience with four to six years of progressively responsible IT support, desktop support, or systems support experience. CompTIA A+, Network+, Security+, Microsoft, or related certifications are preferred.
• Equivalent combinations of education, certification, and experience will be considered.

RIMUS