IT Service Desk Technician Level II

We are seeking an experienced IT Support Specialist to provide technical support, troubleshooting, and maintenance for end-user devices, network infrastructure, software applications, and related technologies. This role supports day-to-day IT operations in a manufacturing environment and works closely with IT administrators and engineers to ensure reliable technology services across the organization. Key Responsibilities IT Operations

• Provide technical support, break-fix services, hardware repair, and troubleshooting for:
• Computers and IT equipment
• Smartphones and mobile devices
• Network infrastructure
• Printers
• Phone systems
• Software installations and applications
• Coordinate and manage third-party vendors for equipment and service support.
• Utilize and maintain the organization’s IT Service Management (ITSM) platform to document, track, prioritize, and resolve technical issues efficiently.
• Create and maintain web-based self-service documentation, FAQs, and knowledge base articles to improve user self-service capabilities.
• Assist with inventory management and tracking of all IT hardware and software assets.
• Provide on-site support for IT Administrators and Engineers as needed.
• Support manufacturing-related technical projects and initiatives.
• Participate in an after-hours on-call support rotation.
• Perform additional duties and special projects as assigned.

Safety Responsibilities

• Comply with all Environmental, Health & Safety (EH&S) policies, procedures, and regulatory requirements.
• Report unsafe conditions, work practices, or environmental concerns to management promptly.
• Participate in required EH&S training programs.
• Support organizational efforts to meet or exceed EH&S objectives and goals.
• Recommend improvements to EH&S practices and procedures.
• Follow safe work practices, including proper lifting techniques, ergonomics, equipment operation, and use of personal protective equipment (PPE).
• Adhere to lockout/tagout procedures whenever equipment is serviced, cleaned, or maintained.

Product Safety & Quality Responsibilities

• Follow all product safety and quality standards.
• Adhere to Good Manufacturing Practices (GMPs) related to food-contact packaging.
• Comply with product defense standards and all applicable SQF requirements.

• Associate degree, technical school training, and/or relevant IT certifications required.
• Minimum of 5 years of experience troubleshooting and supporting:
• Microsoft Windows desktops and servers
• Virtual desktop environments
• Printers and peripheral devices
• Smartphones and mobile technologies
• Network connectivity and infrastructure
• General computer hardware and software systems
• Manufacturing industry experience preferred.

Technical Skills

• Experience using ticket management and IT service desk systems.
• Strong customer service and end-user support skills.
• Proficiency with Microsoft Office applications, including Microsoft 365.
• Working knowledge of:
• LAN/WAN environments
• TCP/IP networking
• DNS and DHCP
• Network switches and routers
• Other networking devices and technologies
• General knowledge of VMware virtualization technologies preferred.
• Experience with Adobe Illustrator, Adobe InDesign, Adobe Photoshop, and CAD/CAM applications is a plus.
• Familiarity with virtual environments and virtualization technologies preferred.

Additional Requirements

• Ability to provide support outside normal business hours when required.
• Willingness to travel to the local facility after hours as needed for emergency support.
• Strong problem-solving, troubleshooting, communication, and organizational skills.

Founded in 2010, Top Prospect Group specializes in connecting high-quality candidates with top-tier clients. In 2023, we joined HW Staffing Solutions, expanding our national footprint across manufacturing, engineering, logistics, and technology.