End User & Manufacturing Support Technician

Maker's Pride Talent Acquisition Team • Downers Grove, IL

18h • $58,962 - $88,444 • Onsite

About The Position

Responsible for providing technical services and support for end user computing environments, including desktop and laptop computers, manufacturing and shop floor systems, networking devices, timeclocks, badge systems, security systems, and telecommunications systems across company locations. This role serves as an escalation point for the Service Desk and provides hands-on, on-site technical support for office, manufacturing, and plant environments.

Requirements

• Knowledge of: Desktop and end user computing support concepts and best practices.
• Microsoft Windows operating systems and standard enterprise productivity tools.
• Hardware components and peripherals including: printers, scanners, mobile devices, and specialty equipment.
• Manufacturing and shop floor technology environments and user stations.
• Basic networking concepts including cabling, switches, wireless access, and connectivity troubleshooting.
• IT service management and ticketing systems.
• Basic knowledge of telecom systems, mobile device management, and mobile application management software.
• Technical email, telephone, and in-person support etiquette.
• Documentation standards and technical writing practices preferred.
• Principles of work prioritization, mentoring, and user support.
• Ability to: Communicate effectively with technical and non-technical users, both verbally and in writing.
• Demonstrate a strong ability to receive direction from management, interpret requirements effectively, and execute assigned tasks with consistent follow‑through and accountability.
• Coordinate project timelines with plants to minimize downtime
• Work independently while also collaborating effectively with cross functional IT teams.
• Prioritize, schedule, and manage multiple tasks in a fast-paced environment.
• Follow defined escalation paths while exercising sound judgment within established guidelines.
• Troubleshoot, diagnose, and resolve moderate to complex end user computing issues.
• Provide clear documentation of issues, resolutions, and procedures.
• Adapt to changing priorities, environments, and technologies.
• Support users in office, manufacturing, and plant settings.
• Work cooperatively with others
• 2 to 5 years of experience in a technical service, desktop support, end user computing, or systems administration role, or equivalent experience.
• Strong working knowledge of Microsoft Windows and standard enterprise applications.
• Reliable transportation required to support travel between company locations.

Nice To Haves

• Bachelor’s degree in Computer Science or a related field preferred.
• Industry certifications such as ITIL, HDI, or related technical certifications preferred.
• Experience supporting manufacturing or operational technology environments preferred.
• Experience with Honeywell or Motorola scanners, Dayforce timeclocks, and camera systems preferred.

Responsibilities

• Provide escalation support for end user hardware, software, and connectivity issues originating from the Service Desk or self-identified in company sites.
• May perform VIP support for corporate office and critical meetings
• Deliver hands-on, site specific support for laptops, desktops, mobile devices, peripherals, and user workstations, including side by side support with end users.
• Support manufacturing and operational technology environments, including SAP workstations, barcode scanners, badge and access systems, camera systems, time clocks, and specialized production user stations.
• Install, configure, move, add, and replace end user equipment and supporting infrastructure as required.
• Perform advanced troubleshooting and root cause analysis of hardware, software, operating system, application, and connectivity issues.
• Image, test, validate, and certify PCs, applications, peripherals, and network connectivity prior to deployment or return to service.
• Provide ‘smart-hands’ support for telecommunications rooms, network closets, racks, cabling, and related infrastructure as directed by the Network and Infrastructure teams.
• Assist with server room and data closet support activities such as equipment installs, power verification, and basic troubleshooting under established standards as directed by Infrastructure teams.
• Coordinate with Infrastructure, Network, Security, Application teams, and 3rd party vendors to resolve complex or cross functional incidents.
• Ensure a high level of end user satisfaction through clear communication, ownership of issues, proper escalation, and thorough follow up to resolution.
• Document incidents, requests, resolutions, configurations, and procedures within the IT service management system in accordance with typical IT service management practices.
• Participate, and at times take a lead technician role, in projects such as site openings/closing, upgrades, refresh cycles, application rollouts, and manufacturing system & hardware deployments.
• Provide guidance and knowledge sharing with Service Desk staff as appropriate.
• Maintain a high level of professionalism in appearance, communication, and conduct at all times.
• Travel regularly to company sites and manufacturing facilities to provide on-site support and project assistance.
• Proactive IT risk mitigation and continuous improvement for IT related processes
• Adhere to all plant-specific Good Manufacturing Practices (GMPs), ensuring compliance with safety, quality, sanitation, and operational standards in daily work activities.
• Perform related duties as assigned.

Benefits

• We offer a comprehensive benefits package including health, dental, 401k and wellness benefits beginning on the first day of employment.
• The position is eligible for a discretionary annual incentive based on company and individual performance.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level