IT Technician

Role Overview

• Receives, evaluates, prioritizes, and responds to user requests for assistance via phone, email, and in person for issues related to hardware, software, networking, and other end user technologies.
• Gathers detailed information from users, performs initial diagnostics, and guides users through troubleshooting steps to identify the root cause of reported issues.
• Performs incident triage to determine whether issues are related to endpoints, peripherals, basic network connectivity, or other user-facing systems, escalating when appropriate.
• Resolves routine technical issues end to end, including problem identification, research, isolation, resolution, documentation, and follow up, while escalating complex issues to higher-tier IT teams.
• Operates effectively in an industrial manufacturing environment, providing responsive on-site support to production and office users.
• Logs, tracks, and updates incidents and service requests in the service management system, ensuring accurate documentation and status updates.
• Produces standard Help Desk reports and metrics, and reviews incident trends to recommend improvements aimed at reducing repeat issues and service disruptions.
• Coordinates with hardware and software vendors to request support, repairs, or replacements for defective or malfunctioning end-user equipment.
• Installs, configures, tests, and supports PCs, laptops, peripherals, and standard software applications for end users, including new hire setups and equipment refreshes.
• Maintains endpoint security controls, including antivirus and approved endpoint management tools, in accordance with company standards and guidance.
• Assists with the evaluation of new hardware and software from an end user perspective and provides feedback or recommendations to management.
• Creates, updates, and maintains user-facing documentation, training materials, and basic procedures to support consistent IT service delivery.
• Provides one-on-one or small-group user training on standard hardware, software, and IT processes, escalating specialized training needs when required.
• Participates in local IT initiatives and special projects as assigned, under the direction of the on-site IT Manager.
• Ensure systems handling ITAR and CUI data meet required security configurations and compliance standards.

Requirements

• Associate’s or Bachelor’s degree in Information Technology, Computer Science, or related field preferred.
• One to three years of relevant IT support experience.
• Experience supporting systems in a manufacturing or defense-related environment preferred.
• Experience working in ITAR, CUI, or NIST 800-171 controlled environments preferred.
• Effective communication skills: Oral, written and listening.
• Must be familiar with Be familiar with Microsoft Office software suite applications and installations
• Knowledge of PC hardware configurations, e-mail systems, network user administration, backup technologies, Printing technology, Cloud based technology.

Tech Stack

• Cloud

Benefits

• Generous Time Off – 3+ weeks of paid time off, plus 11 paid holidays
• Comprehensive Benefits – Medical, dental, and vision coverage for employees and dependents at a discounted rate
• Financial & Career Growth – Life insurance, short-term disability, educational reimbursement, flexible spending accounts, and an employee stock purchase plan
• 401(k) Matching – 100% match at a 6% contribution level
• Innovative Culture – We value excellence, teamwork, and long-term relationships with stakeholders, colleagues, and customers.