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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Support Lead - **Company:** Illinois Tool Works, Inc. - **Location:** Decatur, GA, United States - **Experience:** Expert - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Microsoft Azure, Business Systems, Cloud Computing, Cyber Security, Information Systems, Computer Maintenance, Desktop Computing, Domain Name System (DNS), Multi-Factor Authentication, Handheld Computer, Identity and Access Management, Information Technology Operations, Internet Security, Internet Services, Virtual Private Networks (VPN), Network Troubleshooting, Network Architecture, Network Connections, Network Administration, Remote Service Software, Server Administration, Service Pack, Software Vulnerability Management, Wi-Fi Technology, ServiceNow IT Service Management, Connectivity Problems, Tablet Computers, Software Troubleshooting, Peripherals, Wireless Devices, Firewalls (Computer Science), Web Filtering, Information Technology, Laptops, User Administration - **Published:** August 1, 2026 - **Apply:** https://www.careerbuilder.com/job-details/it-support-lead-decatur-al--b0f4fa03-f349-4e7c-a56b-a82c1f82e8d7 ## About the Role * 4+ years of IT support, systems administration in an industrial manufacturing environment required. * Associate or bachelor's degree in information technology or equivalent experience. * Experience supporting Windows endpoints, laptops, mobile devices, and user productivity systems. * Experience in troubleshooting networking issues, including Wi-Fi, switching, VPN, and connectivity problems. * Experience working with IT ticketing systems and remote support tools. * Strong troubleshooting, customer service, and problem-solving skills. * Ability to prioritize work in a fast-paced production environment. * Ability to occasionally lift and move IT equipment (up to 40 lbs). PREFERRED QUALIFICATIONS Familiarity with technologies such as: * Endpoint management and patching tools * Endpoint security/EDR platforms * Cloud-hosted infrastructure environments (Azure preferred) * Experience supporting handheld or mobile scanning devices., Access Control, Aerosols, Bar Code Software, Business Model, Business Operations, Business Solutions, Computer Maintenance, Computer Security, Computer Workstations, Content Filtering Software, Customer Relations, Customer Support/Service, DNS (Domain Name System), Dental Insurance, Desktop PC, ERP (Enterprise Resource Planning), Endpoint Security, Establish Priorities, Firewalls, Hardware Administration, Help Desk, Identify Issues, Information Technology & Information Systems, Internet Security, Internet Service Providers, Inventory Management, Laptop PC, Leadership, Life Insurance, Lift/Move 40 Pounds, Maintenance Services, Manufacturing, Manufacturing Operations, Matching Gift Programs, Microsoft Windows Operating System, Mobile Devices, Network Administration/Management, Network Architecture/Engineering, Network Connectivity, Network System Hardware, Onboarding, Operational Support, Peripheral Hardware, Printers, Problem Solving Skills, Process Improvement, Production Systems, Scholarship, Security Infrastructure, Software Administration, Software Installation, Software Patches, Software Upgrades, System Operations, Systems Administration/Management, Technical Leadership, Technical Support, Telecommunications, Vision Plan, Wi-Fi, Wireless Communications ## Description The IT Support Lead is responsible for onsite IT operations and end-user support for a manufacturing facility. This role serves as the primary technology contact for the plant, ensuring reliable operation of end-user systems, plant-floor technology, network-connected devices, and local IT services that support manufacturing and business operations. The IT Support Lead provides hands-on support for hardware, software, mobility, access systems, and operational technology interfaces while partnering closely with segment and regional infrastructure, network, cybersecurity, and business system teams for escalated support and engineering expertise. This is a highly visible, customer-facing role requiring strong troubleshooting skills, a sense of urgency, and the ability to support plant operations in a fast-paced manufacturing environment. Essential Functions: Plant IT Operations & End User Support * Serve as the primary on-site IT contact for the manufacturing plant. * Provide day-to-day support for desktops, laptops, mobile devices, handheld devices, tablets, printers, and peripherals. * Troubleshoot hardware, software, connectivity, and access issues for plant and office personnel. * Manage incident resolution and service requests through the IT ticketing platform. * Prioritize issues impacting production and plant operations with a high sense of urgency. * Coordinate onboarding, offboarding, workstation provisioning, and equipment lifecycle management. Manufacturing & Plant Floor Support * Support manufacturing-adjacent technology, including handheld computers, wireless devices, barcode-related systems, and plant connectivity issues. * Troubleshoot Wi-Fi connectivity and endpoint issues impacting plant-floor operations. * Partner with production, operations, quality, and maintenance teams to minimize downtime caused by IT-related issues. * Act as the on-site liaison for technology-related production interruptions. Systems & Endpoint Administration * Create user accounts, perform basic troubleshooting, and escalate issues to regional ERP experts * Administer endpoint management, patching, and remote support tools. * Support endpoint security platforms, including MFA, endpoint detection and response, DNS/web filtering, vulnerability remediation, and privilege management. * Perform routine maintenance, device imaging, software installation, upgrades, and replacement activities. * Manage local inventory of IT hardware and accessories. Local Infrastructure Coordination * Perform basic troubleshooting for network connectivity, server room equipment, switches, firewalls, and ISP-related issues. * Provide on-site "hands and eyes" support for regional infrastructure and network engineering teams. * Coordinate vendor support for telecommunications, access control, networking, and hardware maintenance. Security & Compliance * Follow cybersecurity standards, access management processes, and IT policies. * Support account provisioning, password resets, MFA enrollment, and user access management. * Assist with vulnerability remediation and endpoint compliance efforts. * Escalate suspected cybersecurity incidents to corporate security teams. Stakeholder Partnership * Build strong relationships with plant leadership and department managers. * Communicate technical issues in business-friendly language. * Identify recurring issues and recommend process or technology improvements. * Provide status updates and communicate incident impact to stakeholders. ## Related Videos - [Agentic employees in world's most downloaded FinTech app](https://www.wearedevelopers.com/videos/100123-agentic-employees-in-world-s-most-downloaded-fintech-app) - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [IKEA Story: Transforming an Iconic Retail Brand](https://www.wearedevelopers.com/videos/444-ikea-story-transforming-an-iconic-retail-brand) - [Building a Cross-Platform BLE Client with Kotlin Multiplatform and Kable](https://www.wearedevelopers.com/videos/100250-building-a-cross-platform-ble-client-with-kotlin-multiplatform-and-kable) - [The Developer Workstation Blind Spot: Why Your Security Stack Can't See What Matters Most](https://www.wearedevelopers.com/videos/100254-the-developer-workstation-blind-spot-why-your-security-stack-can-t-see-what-matters-most) - [Remote Driving on Plant Grounds with State-of-the-Art Cloud Technologies](https://www.wearedevelopers.com/videos/251-remote-driving-on-plant-grounds-with-state-of-the-art-cloud-technologies) ## Related Articles - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [How We Built a Worry-Free System That Runs for 10+ Years – And What We’d Do Again](https://www.wearedevelopers.com/magazine/751-how-we-built-a-worry-free-system-that-runs-for-10-years-and-what-we-d-do-again) - [How should you format your IT resume?](https://www.wearedevelopers.com/magazine/68-how-should-you-format-your-it-resume) - [Best Paying Jobs in Technology](https://www.wearedevelopers.com/magazine/256-best-paying-jobs-in-technology) - [Now is the time for industrialized software development](https://www.wearedevelopers.com/magazine/601-now-is-the-time-for-industrialized-software-development) - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk)