IT Service Desk Specialist - Onsite

CP Flexible Packaging•Bristol, PA

3d•Onsite

About The Position

The IT Service Desk Specialist provides remote and onsite IT support to end users across a multi-site manufacturing organization. The environment uses a hybrid cloud and hybrid identity foundation, including Microsoft 365, Microsoft Entra ID synchronized with on-premises Active Directory, and Microsoft Azure. The role troubleshoots issues, identifies fixes and workarounds, and delivers solutions while providing exemplary customer service. The specialist installs, configures, supports, and repairs hardware, software, cloud-managed endpoints, and user accounts. The role handles Tier 1 tickets, collaborates on Tier 2 issues, and escalates to Tier 3 technicians when necessary. It also supports Microsoft 365 and Azure services, identity and endpoint administration, onboarding and offboarding, documentation, user training, technology testing, and projects that improve the experience of customers and colleagues. The position requires adaptability, strong organization, communication, customer service, and problem-solving skills. Travel to other sites, weekend or after-hours work, mandatory overtime when necessary, and participation in an on-call rotation may be required. The specialist must follow company safety rules, Good Manufacturing Practices and other applicable policies, and support a food-safe work environment.

Requirements

Passion for customer service and developing leadership qualities.
Demonstrated reliability and a strong work ethic.
Patience with end users who have varying technical skills and ability to explain technical concepts to people without a technical background.
Ability to switch priorities and adapt to changing project priorities as a normal course of work.
Some college education, formal training, or equivalent experience.
Three years of experience in a technical, customer-facing capacity.
Exceptional interpersonal skills.
Strong problem-solving skills.
Working knowledge of hybrid identity, including Active Directory and Microsoft Entra ID synchronization through Entra Connect, single sign-on, and conditional access concepts.
Familiarity with Microsoft 365, Azure, and Intune-based cloud endpoint management.
Ability to own reported issues through to resolution.
Ability to conceptualize and implement solutions that improve the experience of technicians and customers.
Excellent oral and written communication skills.
Strong organizational skills and ability to handle multiple tasks concurrently.
Ability to travel to off-site locations.
Effective verbal and written communication, good color vision, visual acuity to read written material and see product and machinery details, and ability to change priorities as directed.

Nice To Haves

Bachelor's degree in a related field or certifications aligned with front-line support.
Bilingual English/Spanish.

Responsibilities

Install and configure hardware, software, and cloud-managed endpoints.
Respond to service desk tickets in accordance with SLA guidelines and resolve Tier 1 support requests.
Create and track service desk reports and work with the managed service provider on Level 1 and Level 2 tickets.
Administer identities, groups, and licensing in Microsoft Entra ID, and manage devices, policies, and app deployment through Microsoft Intune.
Support Microsoft Azure and Microsoft 365 services, including Exchange Online, SharePoint, Teams, and OneDrive, for daily operations and troubleshooting.
Administer Microsoft 365 tenant tasks, including mailboxes, shared mailboxes, distribution and security groups, and license assignment or reclamation.
Manage cloud onboarding and offboarding, including creating or disabling hybrid AD and Entra ID accounts, managing group membership, applying or revoking access, and reclaiming licenses.
Record, track, and document help desk requests and troubleshooting actions through final resolution.
Respond to requests and issues in a timely manner and provide onsite and remote end-user support.
Repair and replace equipment as needed and assist with audiovisual setups for meetings.
Assist with new-hire training on basic IT needs and set up new workstations, including equipment deployment, account provisioning, Microsoft 365 licensing, and account verification.
Support Windows, Mac OS, iOS, and Android devices.
Support the hybrid identity environment, including on-premises Active Directory synchronization to Microsoft Entra ID through Entra Connect, user and group lifecycle, joins, and password or synchronization troubleshooting.
Test new technology and create staff training documentation.
Participate in an on-call rotation with other technicians.
Identify root causes of recurring help desk tickets and implement solutions to prevent recurrence.
Work with technicians to resolve Tier 2 tickets and escalate issues to Tier 3 technicians when needed.
Lead and participate in management-approved projects that improve the experience of customers and colleagues.
Identify software and systems that do not comply with company or customer policies and provide solutions to achieve compliance.
Perform other duties as requested or needed by supervisors or managers.
Follow established safety rules and regulations, use required safety equipment, report defective equipment or unsafe conditions, and maintain a clean and orderly work area.
Follow company Good Manufacturing Practices and policies and support the company's commitment to a food-safe environment.
Comply with company-wide and job- or department-specific SOPs, including applicable employee health and safety, GFSI, GMP, and SGP environmental procedures.
Meet productivity standards and complete work in a timely manner; take on special projects and other duties as necessary.