Key Responsibilities Tier II Support & Escalations:

Act as the primary escalation point for Tier I Support Technicians, stepping in to solve complex desktop, application, and system issues.

IT Projects & Systems Deployments:

Participate in and lead assigned IT projects, such as system upgrades, hardware rollouts, software deployments, and process improvement initiatives.

Workspace & Endpoint Management:

Use desktop and endpoint management tools (NinjaOne and IGEL) to maintain workstations, configure thin clients, and keep systems updated.

User Access & Identity Administration:

Manage user accounts, single sign-on (SSO), multi-factor authentication, and permissions across Okta and Active Directory.

Virtual Desktop Support:

Administer virtual environments and remote sessions (Citrix) to ensure seamless access for remote and site-based employees.

Phone & Communications Administration:

Oversee cloud phone and unified communications software (8x8) to set up users, manage extensions, and troubleshoot call routing.

Service Desk Ticketing & Administration:

Administer our IT service desk system (SolarWinds Service Desk) to track incoming user tickets, manage escalations, and record clear troubleshooting steps and resolutions for team reference.

Hardware & Software Setup:

Install, configure, and maintain employee laptops, desktops, printers, and mobile devices to ensure proper functionality and security.

Team Mentorship & Onboarding:

Partner with Tier I support staff to guide their technical growth, and deliver IT orientation and system setup training for new hires.

On-Site & Plant Support:

Work primarily out of the Fishers office while making occasional visits to plant operations and local company sites to support on-site technology. Other duties as assigned.

Qualifications Experience:

4+ years of hands-on experience in IT support, helpdesk, or desktop administration in a company environment.

Preferred Hands-On Experience:

Experience managing desktop and endpoint management platforms (such as NinjaOne and IGEL). Experience managing identity platforms and virtual workspace tools (such as Okta and Citrix). Experience administering cloud telecom/phone systems (such as 8x8). Experience managing user access and directory environments (such as Active Directory and Google Workspace). Experience utilizing and administering IT service management platforms (such as SolarWinds Service Desk).

Technical Knowledge:

Solid working knowledge of desktop hardware, software patching, thin client management, basic networking concepts, ticketing system workflows, and access control.

Cybersecurity Awareness:

Practical working knowledge of basic IT security practices, such as multi-factor authentication (MFA), secure password habits, software patch management, and recognizing common security risks.

Communication & Mentorship:

Strong communication skills with a practical, collaborative approach. Able to mentor other support staff, explain solutions clearly, and partner with plant operations without disrupting business workflow.

Education & Certifications:

Degree in IT, Computer Science, or equivalent practical experience. Relevant IT certifications (e.g., CompTIA A+, or Network+) are a plus.

Physical Requirements:

Ability to sit, stand, reach, and safely move or lift IT equipment (computers, printers, monitors) weighing up to 50 lbs.