Senior IT Support Specialist

Insight Global is seeking an experienced Senior IT Support Specialist to serve as the primary onsite IT resource for a manufacturing and laboratory facility in Wallingford, CT. This individual will function as the sole onsite IT representative, supporting both office and production environments while partnering closely with centralized IT leadership and infrastructure teams.

This role requires a highly independent IT professional who can provide white-glove end-user support, troubleshoot critical manufacturing systems, support server and file storage environments, and respond quickly to business-critical production issues.

Unlike a traditional help desk role, this position supports a manufacturing operation where downtime directly impacts production. The ideal candidate must be comfortable working under pressure, prioritizing urgent issues, and serving as the face of IT for the site.

The environment includes office users, laboratory personnel, manufacturing employees, specialized production equipment, label printing systems, and business-critical applications., * Serve as the sole onsite IT resource for a manufacturing and laboratory facility, providing Level II/III technical support to end users.

• Troubleshoot and resolve hardware, software, operating system, network connectivity, and Microsoft 365 issues.
• Support user account administration, including Active Directory, Azure, Microsoft 365 access, onboarding, and offboarding activities.
• Provide hands-on support for manufacturing and production technology, responding quickly to business-critical issues that impact operations.
• Support Windows servers, virtual machines, file storage environments, and file access requests.
• Troubleshoot and maintain enterprise printers, including Zebra label printers, thermal printers, and Ricoh multifunction devices.
• Deploy, image, configure, and maintain laptops, desktops, and other end-user hardware.
• Perform basic infrastructure troubleshooting and partner with centralized IT teams on escalated issues.
• Manage and document incidents through a ticketing system while prioritizing requests based on business impact.
• Deliver exceptional customer service in a fast-paced manufacturing environment where urgency and responsiveness are critical.

Experience: 5+ years of IT Support, Desktop Support, or Systems Support experience; experience supporting manufacturing, production, laboratory, or other business-critical environments; ability to work independently as the primary onsite IT resource.

• Microsoft Environment: Microsoft 365, Office 365 Administration, Active Directory, Azure, Windows 10/11, user account administration.

• Infrastructure Support: File servers, file storage, virtual machines (VMs), basic server support, network troubleshooting, operating system support.

• End User & Manufacturing Support: Level II/III desktop support, hardware and software troubleshooting, device deployment and imaging, production floor support, manufacturing systems support, peripheral and mobile device support.

• Printer & Device Support: Zebra printers, thermal printers, label printers, ribbon printers, Ricoh printers, enterprise print environments, device imaging and deployment.

IT Operations: Ticketing systems, incident management, onboarding and offboarding, asset management. Additional Technical Experience

• MacOS support

• Windows 7 support

• Legacy system support

• ServiceNow

• Production line technology support