This position will sit at one site but will support 5 sites. There will be occasional travel to the other 4 sites, up to an hour away (10-15%). Mileage will be reimbursed. There may also be occasional off hours in the evenings or weekends
Job Summary:
The Desktop Support Technician provides first-level IT support for end users within a manufacturing and business environment. This role is responsible for resolving desktop, laptop, mobile device, network, and peripheral issues while ensuring compliance with enterprise IT standards, cybersecurity requirements, and operational procedures. The technician serves as the primary customer-facing IT resource, supporting daily operations through ticket management, device deployment, troubleshooting, and routine system maintenance activities.
The position works under the guidance of the Site IT Lead and escalates complex infrastructure issues when necessary.
Key Responsibilities
End User Support
- Serve as the first point of contact for IT support requests and walk-up support.
- Troubleshoot hardware, software, printer, network, and connectivity issues.
- Resolve incidents and service requests through the ticketing system.
- Escalate complex technical issues to senior support personnel when required.
- Provide exceptional customer service and end-user education.
Desktop and Device Deployment
- Configure and deploy desktop computers, laptops, and manufacturing workstations.
- Join devices to corporate domains and perform Active Directory account administration.
- Install and validate required enterprise tools, including endpoint security and management software.
- Configure network settings and user access permissions.
- Support deployment and setup of mobile devices and enterprise mobility management solutions.
- Assist users during equipment installations and replacements.
Endpoint Administration
- Verify proper installation and functionality of endpoint management and security tools.
- Assist with software updates, operating system updates, and patch management activities.
- Maintain accurate device inventories and asset documentation.
- Review and remediate endpoint compliance issues.
Basic Network Support
- Troubleshoot connectivity issues involving network ports, switches, and wireless connections.
- Assist with IP address management and network audits.
- Support VLAN and subnet documentation efforts.
- Escalate advanced network issues to site leadership or networking teams.
Security and Compliance
- Follow and reinforce cybersecurity policies and device usage requirements.
- Support endpoint security initiatives including antivirus and endpoint protection platforms.
- Assist with user account reviews and device audits.
- Help ensure systems remain compliant with enterprise standards and best practices.
System Maintenance and Audits
Perform periodic audits of:
- Active Directory computer accounts
- Device inventories
- Backup coverage
- Endpoint management systems
- Security tool functionality
- File share access permissions
- Assist with documentation updates and infrastructure reviews.
- Support backup verification and recovery testing activities.
- Customer Education
Educate users on:
- Manufacturing versus standard corporate device requirements
- Mobile device management practices
- Collaboration room technologies
- Printing services and limitations
- Corporate IT standards and procedures
Project Support
- Assist with local IT projects and infrastructure upgrades.
- Support equipment installations, moves, adds, and changes.
- Execute assigned project tasks with direction from senior IT staff.
Technical Skills
Operating Systems
- Windows 10/11
- Windows Server (basic support)
- Endpoint Technologies
Active Directory
- Endpoint Deployment and Imaging
- Device Configuration
- Hardware Installation and Troubleshooting
Security and Management Tools
- Tanium
- CrowdStrike
- Endpoint Security Best Practices
Backup and Recovery
- Macrium Reflect
- Basic Backup Verification
- Networking Fundamentals
Networking Fundamentals
- TCP/IP
- DNS
- DHCP
- VLAN Awareness
- Network Connectivity Troubleshooting
Collaboration and Mobility
- Mobile Device Management (SOTI)
- Zoom Rooms
- Microsoft 365 Applications
- Print Services
Core Competencies
- Customer Service
- Problem Solving
- Technical Troubleshooting
- Attention to Detail
- Communication Skills
- Time Management
- Documentation
- Teamwork
- Continuous Learning
- Adaptability
Preferred Qualifications
- Associate degree in Information Technology, Computer Science, or related field; or equivalent experience.
- 0-3 years of desktop support or IT help desk experience.
- Basic understanding of Windows operating systems, networking, and Active Directory.
- Experience supporting end users in a manufacturing or enterprise environment is preferred.
- Ability to work independently while following established procedures and standards.