
Education:
High School Diploma is required
Associate's Degree is preferred
Qualifications:
3+ years of experience in IT
Ticketing systems (ServiceNow, Remedy, Atlassian Jira)
Familiarity with Microsoft technologies such as Office, SharePoint, Power BI
Basic PC troubleshooting across desktops, laptops, peripherals, software, and device configurations
Mobile device support and troubleshooting for phones, tablets, and end-user mobility needs
Basic understanding of networking concepts and infrastructure, including connectivity troubleshooting and awareness of factory network environments
Strong verbal and written communication
Excellent customer service skills with a professional, approachable, and service-oriented mindset
Strong teamwork, relationship building, and collaboration skills
Job Duties:
Maintains factory continuity and reduces downtime by quickly resolving incidents affecting manufacturing systems, end-user devices, and site infrastructure
Owns and drives the ticket queue to closure (prioritizing high-impact issues), ensuring timely resolution and clear communication to stakeholders
Acts as the onsite liaison between the Decatur facility, vendors, and enterprise IT teams coordinating troubleshooting, escalations, and follow-through