Desktop Support Technician

Role Overview

• Respond to user-reported IT issues via helpdesk tickets, phone, or in-person
• 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

• Requires a High School Diploma or equivalent
• 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