IT Support Specialist

The IT Support Specialist is responsible for frontline support of end users across multiple manufacturing plants and offices. This role troubleshoots hardware, software, network access, printers, and peripheral devices, escalates complex issues, and helps maintain desktop and application uptime. The Specialist also installs and configures standard user workstations, supports Microsoft 365, VPN, and collaborates with infrastructure and applications teams when issues overlap.Key, · Respond to end-user support requests (in person, phone, ticketing system) and resolve incidents in a timely manner.

· Install, configure, and maintain desktops, laptops, peripherals, printers, and mobile devices and camera systems.

· Assist with software installation, updates, patches, and troubleshooting.

· Support Microsoft 365 (Outlook, Teams, SharePoint access) and ensure user account access.

· Help with VPN, remote access, and connectivity troubleshooting.

· Escalate network, server, or application-level issues to infrastructure or applications teams.

· Assist and support changes to the local infrastructure, including WAN, LAN, WIFI, Server room, Servers.

· Participate in after-hours/on-call rotation for critical incidents.

· Document resolutions, write user guides / FAQs, and maintain knowledge base.

· Assist with onboarding/offboarding: provisioning accounts, hardware setup, access rights.

· Contribute to desktop standardization, imaging, and deployment efforts.

· Bachelor’s degree in information technology, Computer Science, or related field (or equivalent experience).

· 2-6 years of experience in help desk, desktop support, or technical support role.

· Experience supporting users in a multi-site, distributed environment preferred.

Technical Skills:

· Proficiency in troubleshooting Windows OS, drivers, and common application software.

· Experience with Microsoft 365 environment (Outlook, Teams, SharePoint).

· Basic network troubleshooting (wired/wireless connectivity, IP, DNS).

· Familiarity with imaging/deployment tools (e.g., SCCM, MDT) is a plus.

· Knowledge of VPN, remote desktop tools, and remote support.

· Understanding printer/scan/fax devices and driver issues.

· Basic scripting or automation (e.g., PowerShell) is a plus.

Competencies:

· Strong customer service orientation and communication skills.

· Patience and empathy working with non-technical end users.

· Problem-solving mindset and ability to escalate appropriately.

· Ability to multitask and prioritize.

· Dependability in after-hours rotation.

· Teamwork and willingness to collaborate with other IT functions.

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Life insurance
• Paid time off