Desktop Support Technician
Rochester, New York, United States of America
Full Time
1 hour ago
$68,500 - $127,000 USD
Visa Sponsor
Key skills
Cyber SecurityERPFirewallsIoTServiceNowTCP/IPSAPCommunicationCollaboration
About this role
Role Overview
- Respond to user-reported IT issues via helpdesk tickets, phone, or in-person, providing first-line troubleshooting for desktops, laptops, printers, scanners, and other peripherals.
- Handle escalated IT issues from Level 1 support, performing in-depth troubleshooting for desktops, laptops, servers, printers, and specialized peripherals used in manufacturing and engineering.
- Install, configure, and upgrade hardware and software, including advanced operating systems, enterprise applications (e.g., Microsoft Office 365, ERP systems like SAP), and engineering tools (e.g., CAD/CAM software, simulation programs).
- Diagnose and resolve network problems, including LAN/WAN configurations, switches, routers, firewalls, and integration with industrial control systems such as PLCs, SCADA, and IoT networks.
- Conduct proactive system maintenance, including patch management, performance tuning, backup and recovery procedures, and security audits to safeguard against disruptions in production and engineering processes.
- Set up and maintain advanced audiovisual and collaboration systems for engineering design reviews, virtual meetings, and training sessions.
- Maintain detailed documentation of IT incidents, resolutions, configurations, and system changes in the ticketing system, contributing to knowledge base development.
- Collaborate with Level 3 engineers, IT managers, and external vendors to resolve high-level issues, implement new technologies, and support facility-wide IT projects.
- Ensure adherence to IT governance, cybersecurity best practices, data protection regulations, and manufacturing standards (e.g., ISO 9001, cybersecurity frameworks like NIST).
- Provide training and mentorship to Level 1 technicians and end-users on advanced IT tools, troubleshooting techniques, and security awareness.
- Manage IT inventory, asset lifecycle, and procurement processes, including evaluating and recommending hardware/software for manufacturing and engineering needs.
Requirements
- High School Diploma or equivalent and a minimum of 8 years of prior relevant experience or 2 years post-Secondary/Associates Degree with a minimum of 4 years of prior related experience.
- Advanced proficiency in troubleshooting hardware, software, and network issues.
- Solid knowledge of networking protocols (e.g., TCP/IP, VLANs, VPNs) and cybersecurity fundamentals.
- Experience with ticketing systems (e.g., ServiceNow), remote management tools, and monitoring software.
- Familiarity with manufacturing technologies, including ERP, MES (Manufacturing Execution Systems), SCADA, and industrial automation.
- Strong analytical and problem-solving skills with attention to detail.
- Excellent communication abilities for explaining technical concepts to non-technical stakeholders.
- Ability to work independently and in teams under pressure during production-critical situations.
- Commitment to continuous learning and adapting to evolving technologies.
Tech Stack
- Cyber Security
- ERP
- Firewalls
- IoT
- ServiceNow
- TCP/IP
Benefits
- health and disability insurance
- 401(k) match
- flexible spending accounts
- EAP
- education assistance
- parental leave
- paid time off
- company-paid holidays