IT Support Specialist

The IT Support Specialist provides day-to-day technical support for employees and manufacturing operations across the company’s IT environment. The position is responsible for resolving hardware, software, connectivity, account, and peripheral issues; deploying and maintaining end-user computing equipment; and supporting the reliable operation of systems used throughout office and production environments.

In addition to primary Help Desk and desktop support responsibilities, the IT Support Specialist assists senior IT personnel with entry-level network administration, systems administration, and tactical cybersecurity activities. The position provides an opportunity to develop broader infrastructure and information-security skills while working within established IT policies, procedures, and security controls.

The IT Support Specialist works closely with employees in Operations, Engineering, Quality, Supply Chain, Finance, and other departments and must be comfortable supporting both office and manufacturing-floor technology., Help Desk and End-User Support

• Serve as a primary point of contact for employee IT support requests and incidents.
• Diagnose and resolve hardware, software, operating system, application, connectivity, printing, and peripheral issues.
• Install, configure, deploy, maintain, and troubleshoot desktop computers, laptops, monitors, docking stations, printers, scanners, barcode devices, and other IT equipment.
• Support Microsoft Windows desktop environments and Microsoft 365 applications, including Outlook, Teams, Word, Excel, and related applications.
• Assist users with password resets, account access, authentication, MFA, and other routine identity-management issues.
• Support employee onboarding, transfers, and terminations by configuring or removing accounts, permissions, computers, applications, and equipment in accordance with approved procedures.
• Maintain accurate Help Desk tickets documenting problems, troubleshooting activities, resolutions, and escalations.
• Assist users with remote-access and VPN connectivity issues.
• Provide basic user training and guidance regarding company systems, cybersecurity practices, and IT procedures.
• Escalate complex technical issues to the appropriate IT administrator, application owner, vendor, MSP, or other technical resource.
• Maintain appropriate documentation and inventory of IT equipment

Network and Systems Administration Support

Under the direction of senior IT personnel:

• Perform basic Active Directory and Microsoft Entra ID administration, including user accounts, groups, computers, and approved access changes.
• Assist with Microsoft 365 user and license administration.
• Assist with installation and replacement of network equipment, cabling, wireless access points, switches, and related infrastructure.
• Assist senior administrators with network switch port configuration and troubleshooting when authorized.
• Monitor basic system and network alerts and escalate potential issues.
• Assist with workstation imaging, patching, operating-system upgrades, and endpoint management where required.
• Support approved IT infrastructure projects under the direction of senior IT personnel.

Cybersecurity Support

Under established company cybersecurity policies and the direction of IT and cybersecurity personnel:

• Assist with deployment, monitoring, and troubleshooting of endpoint security technologies such as antivirus, EDR/MDR agents, device-management software, and vulnerability-management tools.
• Review endpoint-security dashboards and alerts as assigned and escalate suspicious activity.
• Assist with vulnerability remediation, including workstation patching, software updates, removal of unauthorized software, and configuration corrections.
• Identify and report computers or devices that are missing required security software, patches, encryption, or other required controls.
• Support implementation and troubleshooting of MFA and other authentication controls.
• Support approved USB, removable-media, and device-control policies.
• Assist with maintaining hardware and software inventories for cybersecurity and compliance purposes.
• Assist with collecting technical evidence required for internal cybersecurity reviews, customer audits, NIST SP 800-171, CMMC, or other compliance requirements.
• Support cybersecurity awareness activities and assist employees with reporting suspected phishing emails or security incidents.
• Assist with phishing simulations and cybersecurity training administration when assigned.
• Follow established procedures for isolating or escalating potentially compromised computers or accounts.
• Promptly report suspected cybersecurity incidents to designated IT or security personnel.
• Assist with periodic security checks and cybersecurity control-verification activities.
• Follow company procedures for handling Controlled Unclassified Information (CUI) and other sensitive information when applicable.

Asset Management and Documentation

• Track issuance, return, transfer, repair, and disposal of IT equipment.
• Ensure equipment is properly prepared and sanitized prior to reassignment or disposal in accordance with company procedures.
• Assist with software license and hardware lifecycle tracking.
• Maintain secure handling and storage of IT equipment., The position supports both office and manufacturing environments and may require movement throughout production, warehouse, engineering, and administrative areas.

The employee may periodically be required to:

• Install or relocate computers and related equipment.
• Work beneath desks or around production equipment to troubleshoot network or peripheral connections.
• Lift and move typical IT equipment.
• Travel between company locations as required.
• Provide support outside normal business hours when necessary for significant system issues, maintenance activities, or production requirements.

Reporting Relationship

Reports to: Network System Administrator

The IT Support Specialist works closely with Network/System Administrators, Cybersecurity personnel, ERP/MES administrators, manufacturing personnel, and external IT service providers as required.

• Associate degree in Information Technology, Computer Science, Cybersecurity, or a related discipline preferred; equivalent technical training and experience will be considered.
• Approximately 2-4 years of experience providing Help Desk, desktop support, systems support, or related IT services preferred.
• Experience supporting users in a manufacturing, engineering, aerospace, defense, medical-device, or other regulated environment is desirable.
• Must be a US Person.

Technical Knowledge

Working knowledge of:

• Microsoft Windows 10/11
• Microsoft 365
• Microsoft Active Directory
• User and group administration
• Desktop and laptop hardware
• TCP/IP networking fundamentals
• DNS and DHCP concepts
• Ethernet and Wi-Fi troubleshooting
• VPN and remote-access technologies
• Printers, scanners, and peripheral devices
• Endpoint protection and EDR concepts
• Multifactor authentication
• Software deployment and patch management
• Backup concepts
• Basic cybersecurity principles

Skills and Competencies

The successful candidate should demonstrate:

• Strong troubleshooting and analytical skills.
• A customer-service-oriented approach to supporting employees.
• Ability to communicate technical information clearly to nontechnical users.
• Ability to prioritize multiple support requests in a manufacturing environment.
• Strong attention to detail and documentation.
• Ability to follow established procedures and recognize when an issue requires escalation.
• An understanding that cybersecurity controls must not be bypassed simply to resolve an operational issue.
• Ability to maintain confidentiality and appropriately handle sensitive company and customer information.
• Ability to work independently while recognizing the boundaries of assigned authority.
• Interest in developing additional skills in network administration, systems administration, and cybersecurity., * Technical Support Occupations: 1 year (Preferred)
• Manufacturing: 1 year (Preferred)

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance