System Administrator

IT Support Technician

Reports To: IT Supervisor FLSA Status: Salary Non-Exempt

POSITION SUMMARY:

The IT Support Technician serves as the front line of technical support for the facility, providing Tier 1 and Tier 2 assistance to end users and helping maintain reliable operation of the organization's device fleet and core IT services. The position resolves hardware, software, account, and connectivity issues; configures and maintains computers and peripherals; supports user access; and assists with day-to-day IT operations under the direction of the IT Systems Administrator. The role minimizes downtime and supports employee productivity through prompt, courteous, and effective technical service.

ESSENTIAL FUNCTIONS:

(includes but is not limited to the following)

• Provide Tier 1 and Tier 2 help desk support by phone, email, and in person; troubleshoot Windows, Microsoft 365, and business-application issues; document tickets and resolutions; and escalate complex or high-impact matters appropriately.
• Set up, configure, image, deploy, maintain, and perform basic repairs on desktop computers, laptops, mobile devices, and related hardware.
• Maintain IT equipment inventory, asset records, and device-assignment documentation.
• Provision and deprovision user accounts; reset passwords; unlock accounts; and administer routine group memberships and permissions in Active Directory, Microsoft Entra ID, Microsoft 365, and Dynamics 365 in accordance with approved procedures.
• Install, maintain, and troubleshoot printers, scanners, conference-room audiovisual equipment, and other office technology.
• Assist the IT Systems Administrator with backup verification, basic data recovery, software updates, patch management, and assigned IT projects or initiatives.
• Perform basic LAN, Wi-Fi, and VPN connectivity troubleshooting and escalate infrastructure or security-related issues as needed.
• Create and maintain technical documentation, knowledge-base articles, standard operating procedures, and accurate ticket histories.
• Coordinate with Human Resources and department leaders regarding employee onboarding, offboarding, equipment, and access needs.
• Communicate with hardware and software vendors, service providers, and contractors regarding technical support, warranties, repairs, cabling, or equipment installation.
• Follow all applicable safety, security, confidentiality, quality, and company requirements and perform other duties as assigned.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Working knowledge of Windows 10/11 and Microsoft 365 troubleshooting.
• Working knowledge of Active Directory user and permission administration; familiarity with Microsoft Entra ID and Dynamics 365 preferred.
• Fundamental understanding of TCP/IP, DNS, DHCP, LAN, Wi-Fi, and VPN connectivity.
• Ability to troubleshoot PC hardware, printers, peripherals, mobile devices, and common business applications.
• Ability to use help desk ticketing systems and maintain clear, accurate technical documentation.
• Strong customer-service, communication, organization, and problem-solving skills.
• Ability to explain technical concepts clearly to non-technical users and interact professionally with employees at all organizational levels.
• Ability to manage competing priorities, work independently on routine matters, and protect confidential or sensitive information.

CORE COMPETENCIES:

• Independently resolve routine help desk and desktop-support issues, complete standard account actions, and image or deploy devices using established procedures.
• Prioritize requests based on ticket severity, business impact, outages, multi-user impact, the ticket queue, and direction from the IT Systems Administrator.
• Obtain approval before making infrastructure or security changes, granting privileged access, purchasing equipment or software, or implementing changes that affect multiple users.
• Escalate complex, intermittent, high-impact, or security-related issues promptly.

PHYSICAL DEMANDS(OVERALL – MEDIUM LEVEL)

Activity Frequency

Sitting / Computer Work: Constantly

Standing / Walking: Occasionally

Keyboarding / Data Entry: Frequently

Lifting up to 20 lbs: Occasionally

Reaching / Handling documents: Frequently

• (Occasionally): Occupation requires this activity up to 33% of the time
• F (Frequently): Occupation requires this activity from 33% – 66% of the time
• C (Constantly): Occupation requires this activity more than 66% of the time

POSITION QUALIFICATIONS:

• Associate's degree or two-year technical certificate in Information Technology, Computer Science, Information Systems, or a related field required; equivalent relevant hands-on IT support experience may be considered in place of formal education.
• At least two years of IT support or help desk experience required; experience in a manufacturing environment is preferred.
• Experience supporting a diverse device fleet, Windows and Microsoft 365 environments, and Active Directory account administration is preferred.

PREFERRED QUALIFICATIONS:

• Relevant IT certifications, such as CompTIA A+, Network+, Microsoft 365 Fundamentals, ITIL Foundation, or an equivalent certification, are preferred but not required.
• Additional experience with networking, cybersecurity, servers, virtualization, cloud services, identity and access management, scripting, or structured cabling is a plus.
• Interest in developing additional technical skills and assuming increased responsibilities as experience is gained.

WORK ENVIRONMENT

• Work is performed primarily in an office setting, with occasional work on the manufacturing floor and in server or network closets.
• The position may occasionally be near production machinery, manufacturing-floor conditions, heat, and electrical or cabling hazards while servicing equipment.
• Required personal protective equipment must be worn in designated areas.