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.