IT Help Desk Technician
United Felts•Martinsville, VA
•Onsite
About The Position
The IT Help Desk Technician provides first-line technical support for employees and production staff in a manufacturing environment. This role is responsible for troubleshooting hardware, software, network, and manufacturing system issues to ensure minimal disruption to plant operations. The technician supports office users as well as shop floor systems such as production terminals, scanners, label printers, and manufacturing execution systems (MES).
Requirements
- Basic knowledge of: Active Directory Networking fundamentals (TCP/IP, DNS, DHCP) Hardware troubleshooting
- Strong problem-solving and communication skills
- Ability to work in a fast-paced manufacturing environment
- Associate’s or bachelor’s degree in information technology, Computer Science, or related field (or equivalent experience) is nice to have OR 1–3 years of experience in IT support or help desk roles
- Experience supporting Windows operating systems and Microsoft Office
Nice To Haves
- Experience supporting ERP (NetSuite) or MES systems
- Familiarity with industrial devices or manufacturing equipment IT
- Certifications such as: Not Required CompTIA A+ CompTIA Network+ Microsoft certifications
Responsibilities
- Provide Tier 1 technical support for employees via phone, email, ticketing system, or in person
- Troubleshoot and resolve hardware, software, and network connectivity issues
- Support manufacturing floor devices including: Barcode scanners Industrial PCs and HMIs Label printers Tablets and handheld devices
- Assist with user account management (Active Directory, password resets, permissions)
- Install, configure, and maintain desktop computers, laptops, and peripherals
- Assist with troubleshoot issues with ERP, MES, and production software
- Escalate complex technical issues to Tier 2 / system administrators
- Maintain accurate documentation of issues and resolutions in the help desk system
- Assist with new employee onboarding (equipment setup, accounts, access)
- Support network connectivity on the shop floor (Wi-Fi, wired connections)
- Ensure systems comply with IT security policies and manufacturing compliance standards
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
