Bachelor's degree required; Engineering or Technical preferred.
2+ years in IT role or related discipline.
2+ years in maintenance and repair of computer hardware.
Experience in manufacturing or similar environments required.
Familiarity with tier 1 and tier 2 support with customer satisfaction focus.
Experience with ServiceNow or similar ITSM tools preferred.
Proficient in audiovisual technologies and conferencing solutions.
Responsibilities
Provide tier 1 and tier 2 technical support to resolve hardware, software, and network issues.
Manage the yearly PC refresh program to ensure smooth transitions for users.
Support and maintain audiovisual conference room equipment for reliability.
Understand basic functions of plant-floor equipment including PLC/HMI.
Coordinate small projects for various departments, focusing on lab equipment and IT infrastructure.
Utilize ServiceNow for effective incident and change management in alignment with ITIL.
Collaborate with vendors for IT equipment procurement and maintenance.
Benefits
Opportunities for professional development and growth.
Access to advanced technology and tools.
A collaborative work environment.
Support for work-life balance initiatives.
Participation in company-sponsored events and activities.
Full Job Description
Responsibilities
Provide tier 1 and tier 2 technical support to end-users in office and production areas, resolving hardware, software, and network issues promptly.
Manage the yearly PC refresh program, coordinating procurement, deployment, and user transition with minimal disruption.
Support and maintain AVI (audiovisual) conference room equipment, ensuring reliable operation for meetings and presentations.
Understand plant-floor equipment basics including PLC/HMI functions and basic troubleshooting.
Manage and coordinate small projects throughout the year for various site-level departments, including Lab equipment, production-attached devices, and related infrastructure.
Utilize ServiceNow for incident, problem, and change management, following established ITIL processes to ensure accurate documentation and timely resolution.
Collaborate with vendors for procurement, installation, maintenance, and troubleshooting of IT equipment and services.
Maintain clear and effective communication with end-users, management, and vendors to ensure expectations are met and issues are resolved.
Develop and maintain documentation, standard operating procedures, and best practices related to site IT infrastructure and support.
Requirements
A Bachelor Degree is required; Engineering or Technical is preferred.
2+ years of experience in an information technology role or related discipline.
2+ years of experience with maintenance and repair of computer hardware.
Manufacturing or related environment experience is required.
Experience supporting production or lab environments.
Strong tier 1 and tier 2 support skills with a focus on customer satisfaction.
IT Service Management ticketing tool such as ServiceNow, preferred.
Strong customer service orientation.
Experience with audiovisual technologies and conferencing solutions.
