IT Support Technician Reports To :

IT Supervisor FLSA Status :

Salary Non-Exempt

POSITION SUMMARY

The IT Support Technician serves as the front line of technical support for the facility, providing Tier 1 and Tier 2 assistance to end users and helping maintain reliable operation of the organization's device fleet and core IT services. The position resolves hardware, software, account, and connectivity issues; configures and maintains computers and peripherals; supports user access; and assists with day-to-day IT operations under the direction of the IT Systems Administrator. The role minimizes downtime and supports employee productivity through prompt, courteous, and effective technical service.

ESSENTIAL FUNCTIONS

(includes but is not limited to the following) Provide Tier 1 and Tier 2 help desk support by phone, email, and in person; troubleshoot Windows, Microsoft 365, and business-application issues; document tickets and resolutions; and escalate complex or high-impact matters appropriately. Set up, configure, image, deploy, maintain, and perform basic repairs on desktop computers, laptops, mobile devices, and related hardware. Maintain IT equipment inventory, asset records, and device-assignment documentation. Provision and deprovision user accounts; reset passwords; unlock accounts; and administer routine group memberships and permissions in Active Directory, Microsoft Entra ID, Microsoft 365, and Dynamics 365 in accordance with approved procedures. Install, maintain, and troubleshoot printers, scanners, conference-room audiovisual equipment, and other office technology. Assist the IT Systems Administrator with backup verification, basic data recovery, software updates, patch management, and assigned IT projects or initiatives. Perform basic LAN, Wi-Fi, and VPN connectivity troubleshooting and escalate infrastructure or security-related issues as needed. Create and maintain technical documentation, knowledge-base articles, standard operating procedures, and accurate ticket histories. Coordinate with Human Resources and department leaders regarding employee onboarding, offboarding, equipment, and access needs. Communicate with hardware and software vendors, service providers, and contractors regarding technical support, warranties, repairs, cabling, or equipment installation. Follow all applicable safety, security, confidentiality, quality, and company requirements and perform other duties as assigned.

KNOWLEDGE, SKILLS, AND ABILITIES

Working knowledge of Windows 10/11 and Microsoft 365 troubleshooting. Working knowledge of Active Directory user and permission administration; familiarity with Microsoft Entra ID and Dynamics 365 preferred. Fundamental understanding of TCP/IP, DNS, DHCP, LAN, Wi-Fi, and VPN connectivity. Ability to troubleshoot PC hardware, printers, peripherals, mobile devices, and common business applications. Ability to use help desk ticketing systems and maintain clear, accurate technical documentation. Strong customer-service, communication, organization, and problem-solving skills. Ability to explain technical concepts clearly to non-technical users and interact professionally with employees at all organizational levels. Ability to manage competing priorities, work independently on routine matters, and protect confidential or sensitive information.

CORE COMPETENCIES

Independently resolve routine help desk and desktop-support issues, complete standard account actions, and image or deploy devices using established procedures. Prioritize requests based on ticket severity, business impact, outages, multi-user impact, the ticket queue, and direction from the IT Systems Administrator. Obtain approval before making infrastructure or security changes, granting privileged access, purchasing equipment or software, or implementing changes that affect multiple users. Escalate complex, intermittent, high-impact, or security-related issues promptly.

PHYSICAL DEMANDS

(OVERALL - MEDIUM LEVEL) Activity Frequency Sitting /

Computer Work:

Constantly Standing /

Walking:

Occasionally Keyboarding /

Data Entry:

Frequently Lifting up to 20 lbs: Occasionally Reaching / Handling documents: Frequently (Occasionally): Occupation requires this activity up to 33% of the time F (Frequently): Occupation requires this activity from 33% - 66% of the time C (Constantly): Occupation requires this activity more than 66% of the time

POSITION QUALIFICATIONS

Associate's degree or two-year technical certificate in Information Technology, Computer Science, Information Systems, or a related field required; equivalent relevant hands-on IT support experience may be considered in place of formal education. At least two years of IT support or help desk experience required; experience in a manufacturing environment is preferred. Experience supporting a diverse device fleet, Windows and Microsoft 365 environments, and Active Directory account administration is preferred.

PREFERRED QUALIFICATIONS

Relevant IT certifications, such as CompTIA A+, Network+, Microsoft 365 Fundamentals, ITIL Foundation, or an equivalent certification, are preferred but not required. Additional experience with networking, cybersecurity, servers, virtualization, cloud services, identity and access management, scripting, or structured cabling is a plus. Interest in developing additional technical skills and assuming increased responsibilities as experience is gained.

WORK ENVIRONMENT

Work is performed primarily in an office setting, with occasional work on the manufacturing floor and in server or network closets. The position may occasionally be near production machinery, manufacturing-floor conditions, heat, and electrical or cabling hazards while servicing equipment. Required personal protective equipment must be worn in designated areas.