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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Support Technician - **Company:** Combined Metals - **Location:** Southington, CT, United States - **Experience:** Experienced - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Microsoft Outlook, Configuration Management Databases, System Configuration, Desktop Computing, HP Thin Clients, Issue Tracking Systems, Networking Basics, Network Diagnostics, Azure Active Directory, Office365, Software Troubleshooting, Break Fix, Microsoft InTune - **Published:** June 14, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=ba3bd9026a435829 ## About the Role Do you have experience in Ticketing system technical support?, * ~4-6 years of IT support experience (flexible based on skill level) * Strong hands-on troubleshooting experience across hardware and software * Experience working within a ticketing system (Freshservice preferred) * Proven ability to support end users in a deskside or on-site role * Strong communication and customer service skills * Ability to work independently and prioritize tasks in a dynamic environment Preferred * Experience in a manufacturing, warehouse, or plant environment * Familiarity with: * + Microsoft Intune + Entra ID (Azure AD) + Microsoft 365 administration + Basic Exchange Online support * Basic networking knowledge (device connectivity, troubleshooting fundamentals) * Experience supporting operational or shop floor IT equipment * Exposure to ERP systems and plant operations Key Traits for Success * Highly visible and responsive to end users * Comfortable supporting both office staff and plant operations * Self-sufficient with strong problem-solving skills * Able to triage effectively and escalate when needed * Hands-on and adaptable in a mixed IT/operations environment Work Environment * Combination of office and manufacturing floor support * Frequent movement throughout the facility * Hands-on role requiring physical interaction with IT equipment ## Description We are seeking a hands-on IT Support Technician to provide on-site technical support for our Southington, CT facility. This role serves as the primary point of contact for deskside and plant-floor IT support, managing a steady volume of tickets while providing responsive walk-up and operational support. This position works as part of a distributed IT organization, collaborating closely with centralized teams and specialized resources (including ERP and infrastructure support), while owning local issue resolution and escalation., Deskside & End-User Support * Manage and resolve incident and service requests through Freshservice * Provide walk-up and on-the-floor support for office and plant users * Troubleshoot software, operating system, and application issues * Deliver a high level of customer-facing support in a fast-paced environment Hardware & Device Support * Support and maintain: * + Desktop PCs and laptops (deployment, break/fix, replacements) + Printers (office and operational) + Shop floor devices (scanners, kiosks, thin clients, and other specialized equipment) + Conference room and AV systems * Assist with hardware provisioning, replacements, and lifecycle management Plant & Operational Support * Provide responsive IT support for manufacturing and warehouse environments * Work directly with plant personnel to minimize downtime impacting operations * Support systems and endpoints that interact with ERP platforms, in coordination with ERP-focused resources Microsoft & Endpoint Administration * Perform basic administration and troubleshooting within Microsoft environments: * + User account support in Entra ID (password resets, access issues, license assignment) + Troubleshooting Microsoft 365 applications + Endpoint support using Intune (device enrollment, compliance, and access issues) * Assist with basic Exchange Online support activities, such as: * + Mailbox access issues and permission troubleshooting + Outlook connectivity and profile-related issues + Basic message flow or delivery issue validation prior to escalation * Partner with centralized IT teams for escalations and advanced configuration Networking (Basic Troubleshooting) * Perform initial network diagnostics, including: * + Identifying endpoint vs. network-related issues + Basic connectivity testing (ping, cable checks) + Supporting simple patching or physical troubleshooting * Escalate networking issues to infrastructure partners after initial validation Ticketing & Process Discipline * Accurately document, update, and close tickets within Freshservice * Maintain asset and configuration data in the CMDB where applicable * Follow defined escalation paths and collaborate with distributed IT teams ## Related Videos - [Systems Thinking for Performance: How to Diagnose and Fix Slow Systems without Guessing](https://www.wearedevelopers.com/videos/2103-systems-thinking-for-performance-how-to-diagnose-and-fix-slow-systems-without-guessing) - [Data Mining Accessibility](https://www.wearedevelopers.com/videos/802-data-mining-accessibility) - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [Fast, Confident, and Wrong: When AI Fails at Accessibility](https://www.wearedevelopers.com/videos/100030-fast-confident-and-wrong-when-ai-fails-at-accessibility) - [Remote Driving on Plant Grounds with State-of-the-Art Cloud Technologies](https://www.wearedevelopers.com/videos/251-remote-driving-on-plant-grounds-with-state-of-the-art-cloud-technologies) - [Designing for Every Direction: Logical CSS for Global, Adaptive, and Effortlessly Reversible UIs](https://www.wearedevelopers.com/videos/2026-designing-for-every-direction-logical-css-for-global-adaptive-and-effortlessly-reversible-uis) ## Related Articles - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk) - [A Guide to Green Tech and Green IT Careers](https://www.wearedevelopers.com/magazine/374-a-guide-to-green-tech-and-green-it-careers) - [How should you format your IT resume?](https://www.wearedevelopers.com/magazine/68-how-should-you-format-your-it-resume) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023)