IT SUPPORT/HELP DESK TECHNICIAN

MKT Metal Manufacturing is seeking an IT Support / Help Desk Technician to provide day-to-day technical support to employees and assist the Director of Information & Industrial Technology with maintaining reliable, secure, and efficient technology across the organization.

This position will serve as the first point of contact for employee IT issues and will be responsible for troubleshooting hardware, software, network, printer, phone, and user-access problems. The role will also assist with computer deployment, employee onboarding/offboarding, system documentation, inventory management, cybersecurity practices, and basic network and infrastructure support.

The ideal candidate is hands-on, customer-service oriented, organized, and comfortable supporting both office and manufacturing environments., * Serve as the first point of contact for employee IT support requests.

• Troubleshoot and resolve desktop, laptop, software, printer, phone, network, and connectivity issues.
• Provide remote and in-person technical support to employees at the York, PA and Wilson, NC facilities.
• Document support requests, resolutions, and recurring issues.
• Escalate complex technical issues to the Director of Information & Industrial Technology when appropriate.
• Follow up with users to ensure issues have been fully resolved.

Computer & Equipment Support

Configure, deploy, maintain, and troubleshoot:

• Desktop and laptop computers
• Monitors and docking stations
• Printers and scanners
• Mobile devices
• Phones and communication equipment
• Shop-floor computers and related technology
• Install and update approved software and applications.
• Maintain IT equipment inventory and track assigned devices.
• Coordinate replacement or repair of damaged or obsolete equipment.

Employee Onboarding & Offboarding

• Prepare computers, phones, email accounts, and system access for new employees.
• Coordinate IT setup with HR and department managers before employee start dates.
• Disable accounts and recover company equipment during employee separations.
• Maintain standardized onboarding and offboarding IT checklists.

User & System Administration

Assist with Microsoft 365 user administration, including:

• Email accounts
• Password resets
• Multi-factor authentication
• Microsoft Teams
• OneDrive and SharePoint
• User permissions
• Assist with Active Directory and/or Microsoft Entra ID user administration.
• Maintain appropriate user-access documentation.

Network & Infrastructure Support

Under the direction of the IT Director:

• Assist with troubleshooting network and Wi-Fi connectivity.
• Support switches, wireless access points, firewalls, servers, and related infrastructure.
• Assist with server and network maintenance activities.
• Support phone and communication systems.
• Help monitor backups, system alerts, and equipment health.
• Assist with technology upgrades and infrastructure projects.

Cybersecurity

• Follow and reinforce MKT cybersecurity policies and procedures.
• Assist employees with phishing, suspicious emails, password, and security-related concerns.
• Support endpoint protection, software patching, MFA, and other security controls.
• Assist with cybersecurity awareness training.
• Immediately escalate suspected security incidents to the IT Director.
• Assist with cybersecurity audits, penetration testing remediation, and compliance initiatives as assigned.

Manufacturing Technology Support

• Provide basic IT support for computers and technology used within the manufacturing environment.
• Assist with connectivity and workstation issues involving ERP and production-related systems.
• Work with the IT Director and Operations team when technology issues impact production.
• Coordinate with software or equipment vendors when specialized support is required.

Documentation & Continuous Improvement

• Maintain accurate documentation of IT systems, equipment, procedures, and common troubleshooting solutions.
• Develop simple user guides for recurring employee IT issues.
• Identify recurring problems and recommend permanent solutions.
• Help standardize IT equipment, configurations, and support procedures across MKT facilities.
• Participate in continuous improvement initiatives related to technology and business processes.

Other Tasks Assigned

Required

• 2+ years of experience in IT support, help desk, desktop support, or a similar technical role.
• Strong working knowledge of Windows-based computers.
• Experience troubleshooting hardware, software, printers, and network connectivity.
• Familiarity with Microsoft 365.
• Basic understanding of networking concepts including TCP/IP, Wi-Fi, DHCP, DNS, and VPNs.
• Strong customer-service and communication skills.
• Ability to explain technical issues to non-technical employees.
• Strong organizational and documentation skills.
• Ability to work independently and prioritize multiple support requests.
• Ability to occasionally travel between company locations.

Preferred

• Associate degree in Information Technology, Computer Science, or related field.
• CompTIA A+, Network+, or Microsoft certifications.
• Experience with Active Directory and Microsoft Entra ID.
• Experience supporting Microsoft 365 environments.
• Basic experience with servers, switches, firewalls, and wireless networks.
• Experience supporting ERP or manufacturing systems.
• Previous experience working in a manufacturing or industrial environment.

• Standard Monday-Friday schedule with occasional extended hours during peak periods
• Occasional Travel to our plant in Wilson, NC
• Occasionally move computers, monitors, printers, and other IT equipment and work in production areas while adhering to all applicable MKT safety requirements.
• Ability to sit, stand, bend, and move throughout the facility as needed
• Use of PPE and adherence to all safety standards
• Exposure to office and manufacturing settings, including noise and machinery