POSITION SUMMARY

The IT Support Specialist provides hands-on technical support and systems administration for approximately 75 employees across office and production environments. This role ensures reliable day-to-day technology operations and supports the infrastructure that enables workflow automation and business systems.

Reporting to the Workflow Automation Developer, this position focuses on operational IT support, user administration, and infrastructure maintenance. The role supports the successful deployment and use of automation tools but does not design or develop workflow integrations.

ESSENTIAL DUTIES

IT Support & End User Services

· Serve as the primary point of contact for daily IT support requests across office and production teams.

· Manage and resolve help desk tickets in a timely and organized manner.

· Troubleshoot hardware and software issues including desktops, laptops, printers, shop-floor devices, and peripherals.

· Set up, image, configure, and deploy workstations and equipment.

· Support onboarding and offboarding processes including account creation and access removal.

· Provide audio-visual setup and troubleshooting for executive meetings.

· Deliver basic user training and guidance for Microsoft 365 and related business tools.

Systems Administration

· Administer Microsoft 365 including user accounts, licensing, permissions, and security settings.

· Perform Active Directory and Group Policy user administration.

· Support domain controller operations under established IT direction.

· Maintain Windows-based systems including updates and patching.

· Monitor system backups and report issues to the Workflow Automation Manager.

· Maintain IT asset inventory and device lifecycle tracking.

Infrastructure & Operational Support

· Support network connectivity across office and production environments.

· Coordinate with external vendors for internet, copier services, and licensed software support as directed.

· Assist with hardware purchasing recommendations and equipment standardization.

· Support technical implementation of tools and systems introduced by the Workflow Automation Developer.

· Assist with endpoint configuration required for Smartsheet, Make, and related automation platforms.

Documentation & Process Support

· Maintain clear documentation of IT systems, access procedures, and equipment tracking.

· Support structured ticketing, workstation deployment, and access control processes.

· Assist in maintaining technical documentation for internal tools and systems.

· Provide feedback to IT leadership on recurring issues or process improvement opportunities.

QUALIFICATIONS

• Bachelor's degree in Information Technology, Computer Science, or related field preferred. Equivalent experience may be considered.
• 2-3 years of hands-on IT support experience in a Windows-based environment.
• Experience administering Microsoft 365.
• Working knowledge of Active Directory and Group Policy.
• Experience with workstation imaging and hardware deployment.
• Strong troubleshooting and problem-solving ability.
• Ability to communicate effectively with non-technical users in a manufacturing environment.

Required Certifications

• CompTIA A+ required.
• MD-102 Microsoft Endpoint Administrator preferred.
• CompTIA Network+ preferred.
• CompTIA Security+ preferred.

PHYSICAL REQUIREMENTS

• Must be able to lift and move computer equipment.
• Must be comfortable working under desks, in server areas, and within production environments.
• May work in areas with noise and temperature variation typical of a manufacturing facility.
• Must be able to manage multiple priorities in a fast-paced environment.
• May be required to work off hours and weekends for system upgrades or systems implementation as needed.