This role is responsible for deployment, maintenance, and technical support of desktops, laptops, servers, client devices, switches, AP's, printers, specialty equipment, digital signage, security, access control, cameras and other ancillary systems. This role will work closely with business users, on site staff, and centralized IT/OT enterprise teams, and will take part in the after-hours/on-call rotation.
Typical Duties:
- Field incoming help requests from end users in a courteous and professional manner
- Record, track, and document the problem-solving process through to final resolution
- Identify and learn software and hardware technology used and supported by the organization
- Perform hands-on resolution at the desktop level, including installing and upgrading software, hardware diagnostics, and configuring systems and applications
- Familiarize end users with basic software, hardware, and peripheral device operation
- Install, upgrade, and support desktops, laptops, printers, Vehicle Mounted Terminals (VMT)'s, network switches, cameras, wireless AP's, Internet Circuit's, VoIP, and other systems
- Adhere to organizational asset, change, problem, and incident management processes
- Track all IT/OT assets at assigned location
- Maintains assigned servers (physical and/or virtual) and ensure all updates are applied in accordance with organizational guidelines
- Coordinate and assist with site Process Control (OT) lead on OT/IT disaster recovery efforts, OT device patching, Device image and deployment
- Provide regular status updates via email to site and IT/OT lead teams and actively participate in IT/OT Team meetings
- Serves as the primary IT support resource for a designated home mill, providing consistent on-site support and coordination with enterprise IT teams.
- Provides supplemental onsite or remote support to other Wood Products locations as needed for coverage, special projects, or during absences.
- Supports IT operations within an active manufacturing environment, coordinating work to minimize disruption to production systems and site operations.
Qualifications- Demonstrated safety focus
- Associate's degree in information technology or equivalent combination of education and/or experience
- Three plus years' experience in technical administration of PCs, Printing, Server Management, with demonstrated broad-based technical abilities
- Skilled and experienced supporting desktops, laptops, printers, switches, wireless AP's, Internet Circuit's, VoIP, VPN, general infrastructure etc.
- Problem-solving skills and the ability to learn new technologies
- Demonstrate and actively document incidents, changes and technology assets in enterprise ITSM systems
- Strong oral and written communication skills
Highly Valued Skills:
- Microsoft certifications - MCITP - MS Certified IT Professional, MCDST - MS Certified Desktop Support Technician, MCP - MS Certified Professional
- CCNA - Certified Cisco Network Associate or similar
- Experience supporting the IT/OT infrastructure needs of a manufacturing facility
- Four-year degree in information technology or related field
- Experience with Rockwell Suite of PLC tools, AssetCentre, FactoryTalk Directory
