IT Specialist II, Field Services

• End-User Support: provide expert Level 2 on-site support for desktops, laptops, mobile devices, peripherals, and standard business applications.
• Troubleshooting & Maintenance: perform advanced troubleshooting and resolution of hardware, software, and connectivity issues in both office and demanding manufacturing environments.
• Deployment & Lifecycle Management: execute break/fix support, device imaging, deployments, upgrades, and replacements.
• Site Technology Management: Support specialized site equipment, including conference room technology, shop-floor workstations, shared terminals, printers, AV equipment, phone systems, and CCTV systems.
• Multi-Site Field Services: travel to company locations to support incident escalations, new site setups, technology refreshes, and standardization initiatives.
• Infrastructure Liaison: act as the local technical representative for centralized IT teams (Network, Hosting, Server), providing hands-on assistance with rack/stack, cabling, physical access, and basic diagnostics.
• Manufacturing IT: deliver specialized IT support within manufacturing/shop-floor environments, collaborating with Operations and Engineering teams.
• Business Partnership: build strong relationships with local business stakeholders, gathering and validating technical requirements to support new IT initiatives, pilots, and phased deployments.
• Asset Management: maintain accurate and up-to-date IT asset inventory, tracking the full asset lifecycle (deployment, moves, disposal) for compliance and financial controls.

• Documentation: create and maintain technical documentation, site procedures, and support guides, contributing to continuous improvement and standardization efforts.

• Other assigned duties.

• Hands-on, adaptable, and customer-focused approach.
• Strong problem-solving and prioritization skills under pressure.
• Ability to work independently and manage time effectively across multiple sites.
• Highly organized and detail-oriented, especially in documentation and inventory management.
• Comfortable navigating and working in both professional office and active manufacturing floor settings.

Personal Attributes

• Self-starter
• Influential and persuasive
• Customer focused
• Able to act on own initiative and ‘think outside the box’
• Enthusiastic, flexible and adaptable
• Willing to challenge in order to ensure fairness and ‘do the right thing’

Education Required:

Bachelor’s degree in computer science or related

Education Preferred:

Professional certification such as Microsoft, Network, Cabling

Experience:

• Proven experience in an IT Deskside Support, IT Field Services, or similar hands-on technical support role.
• Experience supporting users and technology within manufacturing, plant, and corporate office environments.
• Strong proficiency in troubleshooting hardware, software, and basic networking issues.
• Demonstrated willingness and ability to travel regularly between company locations.
• Familiarity with ITSM tools and ticketing systems.
• Excellent communication skills, capable of translating technical issues for non-technical users.
• Comfortable working in environments that require the use of Personal Protective Equipment (PPE) (e.g., safety shoes, eye protection).
• Experience supporting distributed or multi-site environments is preferred.
• Working knowledge of networking fundamentals (TCP/IP, Wi-Fi, switches, structured cabling) is preferred.
• Exposure to server or hosting environments is preferred.
• Knowledge of Operational Technology (OT) or industrial control systems is preferred.