IT Support Specialist (** Night shift **)

** Overnight Shift **

• 3 days/week, 12-hour shifts (5:30pm-6:30am, 1-hour meal break required)
• One 4-hour admin shift may be required once every 3-4 weeks

Overview

We are seeking an Overnight IT Support Specialist to provide frontline technical support for manufacturing and production operations. This role is responsible for ensuring uninterrupted operation of critical end-user technology within a fast-paced manufacturing environment, including PCs, thin clients, printers, barcode scanners, label printers, shop-floor workstations, and related Windows-based systems. Responsibilities include:

Manufacturing Desktop & Benchtop Support

• Provide Tier 1 and Tier 2 support for Windows-based desktops, laptops, and workstations
• Troubleshoot hardware, software, and connectivity issues affecting manufacturing users
• Perform workstation deployments, replacements, upgrades, and asset refresh activities

Printer & Peripheral Support

• Troubleshoot network printers, label printers, thermal printers, and barcode printers
• Replace consumables and coordinate vendor maintenance when required
• Support barcode scanners, handheld devices, and other production floor peripherals

Manufacturing Operations Support

• Respond quickly to incidents impacting manufacturing and production continuity
• Minimize downtime through prompt troubleshooting and restoration of service
• Collaborate with operations personnel to prioritize production-critical incidents

Incident & Service Request Management

• Log, document, and manage incidents using ServiceNow
• Escalate unresolved issues to engineering, infrastructure, or networking teams
• Track resolution progress and communicate status updates to stakeholders

Hardware Lifecycle & Asset Management

• Deploy, inventory, and track IT assets throughout their lifecycle
• Support equipment moves, adds, and changes within production facilities
• Maintain accuracy of CMDB and asset management systems

System Maintenance

• Support deployment of Windows updates and security patches
• Assist with hardware audits and operating system upgrades
• Validate workstation functionality following maintenance activities

Required Qualifications

• Proven experience in Desktop Support, Help Desk, or End User Computing environments
• Strong experience supporting Windows 10/11 desktops, laptops, and workstations
• Experience supporting network-connected printers and production floor peripherals
• Understanding of Active Directory, Group Policy, and Windows authentication
• Basic networking knowledge (TCP/IP, DNS, DHCP, Network connectivity troubleshooting, etc.)
• Experience using ServiceNow or similar ticketing systems (Remedy, Jira, etc.)

Preferred Qualifications

• Experience working in FDA/GMP-regulated manufacturing environments
• Experience supporting Zebra printers, SATO printers, and/or Honeywell scanners
• Experience with Microsoft SCCM/MECM, Intune, or endpoint management tools
• Experience with cybersecurity and endpoint protection technologies
• Knowledge of ITIL processes and best practices
• PowerShell scripting experience