Level 3 IT Support Technician

The Level 3 IT Support Technician will serve as the single point of contact and primary IT resource for a manufacturing site, providing hands-on, “boots on the ground” support across two buildings. This individual will support approximately 130+ users and 160+ devices, ensuring day-to-day IT operations run smoothly with minimal disruption to the business., This role is highly autonomous and requires someone who can take full ownership of onsite IT needs-ranging from standard PC troubleshooting and hardware replacements to resolving conference room or connectivity issues as they arise. The technician will be expected to prioritize effectively within a fast-paced manufacturing environment, where uptime and production continuity are critical. The individual will collaborate closely with two remote IT team members based out of Salem, leveraging them for escalation support, troubleshooting guidance, and knowledge sharing while remaining the face of IT onsite., * Serve as the sole onsite IT support for the facility, owning incidents from intake through resolution

• Troubleshoot and resolve everyday IT issues including broken screens, hardware replacements, and software support
• Provide support for conference rooms and AV technology, ensuring meetings and operations are not disrupted
• Prioritize issues based on business impact, especially within a production-driven manufacturing environment
• Support two buildings onsite, ensuring consistent coverage and responsiveness
• Partner with remote IT team members for escalations and collaboration
• Manage onboarding/offboarding tasks including equipment setup, imaging, and user access
• Maintain and track IT assets including PCs, monitors, and peripherals
• Support break/fix, PC refresh cycles, and general device lifecycle management
• Monitor and update tickets in the ITSM system with clear communication and status updates
• Coordinate with vendors for hardware replacements or advanced support as needed
• Provide a high level of customer service and build strong relationships with onsite users
• Identify recurring issues and contribute to documentation and process improvements
• Assist with basic network, printer, and connectivity troubleshooting as needed

• Bachelor’s Degree in IT or related field, or 5+ years of hands-on IT support experience in lieu of a degree
• 3-5+ years of experience in desktop support, help desk, or onsite IT support
• Strong experience with PC troubleshooting, hardware repair/replacement, and break/fix support
• Experience supporting Windows OS, Microsoft Office, and common enterprise applications
• Proven ability to work independently as the primary onsite IT resource
• Strong troubleshooting skills across hardware, software, and basic networking issues
• Experience working in a ticketing system (ServiceNow or similar)
• Strong communication skills and customer service mindset
• Experience in a manufacturing or industrial environment (highly preferred)
• Experience supporting conference room / AV technology
• Exposure to Active Directory, device management, and basic networking
• Experience supporting multi-building or large site environments