IT Support Engineer

John Boos & Co.•Effingham, IL

5d•$60,000 - $80,000

About The Position

John Boos & Co. is seeking a capable IT Support Engineer to provide hands-on frontline IT support across office and manufacturing environments. The role is a primary initial contact for end-user technology issues and manufacturing systems troubleshooting, and also assists with administration, maintenance, and improvement of the organization’s IT environment. The engineer supports workstations, printers, networks, Microsoft 365 services, business applications, and manufacturing technology, working with employees at all levels across office, manufacturing, and infrastructure environments. The position includes end-user and technical support; basic network and infrastructure troubleshooting; Microsoft 365 administration and support; printing and manufacturing technology support; software and business-system support; and documentation. The engineer is expected to take ownership of unfamiliar problems, communicate technical concepts clearly, and support technology issues affecting production and business processes.

Requirements

Strong general knowledge of computer hardware, software, peripherals, and operating systems.
Working knowledge of Microsoft Windows and Microsoft 365, including experience supporting Microsoft Office applications and Microsoft 365 services.
Experience troubleshooting desktops, laptops, printers, applications, and network connectivity.
Basic understanding of TCP/IP, DNS, DHCP, wired networks, and wireless networks.
Working knowledge of SharePoint administration and support.
Ability to troubleshoot printers and printing-related problems in office and manufacturing environments.
Strong analytical, troubleshooting, critical-thinking, and problem-solving skills.
Strong verbal and written communication skills, including the ability to explain technical concepts to non-technical employees.
Ability to document technical processes and solutions clearly.
Ability to work independently and effectively as part of an IT team while managing multiple competing priorities.
Ability to work directly with users in professional office and manufacturing environments.
Ability to maintain a customer-service mindset while balancing business and technical requirements.
Willingness to investigate unfamiliar problems, learn new technologies, and take on changing responsibilities.
Willingness to move among desktop support, networking, Microsoft 365, manufacturing systems, applications, and project work as business needs change.
Understanding of the urgency of manufacturing technology issues as they relate to shipping and production timelines.
An associate’s or bachelor’s degree in Computer Science, Information Technology, Networking, or a related field, or equivalent practical IT experience; a degree is preferred.
Previous experience in technical support, desktop support, network support, systems administration, or a similar IT role is preferred.
Entry-level candidates with strong technical aptitude, demonstrated troubleshooting skills, and a willingness to learn may also be considered.

Nice To Haves

Manufacturing IT experience.
Familiarity with Power BI and business reporting environments.
Microsoft SQL Server and/or general SQL knowledge, including ability to write or understand basic SQL queries.
C# or other programming/scripting experience, including PowerShell.
ERP system administration or support experience.
Microsoft Entra ID / Active Directory experience.
Microsoft Intune or endpoint management experience.
Experience with Zebra printers, network switches, wireless access points, VLANs, manufacturing/distribution technology, and Power BI administration, data sources, gateways, or report troubleshooting.

Responsibilities

Serve as a primary point of contact for end-user technology issues and requests.
Diagnose and resolve hardware, software, network, application, and peripheral issues.
Troubleshoot and repair desktop computers, laptops, monitors, docking stations, mobile devices, and other endpoint equipment.
Support users with Microsoft Windows and Microsoft 365 applications.
Install, configure, maintain, upgrade, and replace computer hardware and software.
Assist employees with new technology, applications, and changes to existing systems; escalate complex issues when appropriate while maintaining ownership through resolution.
Troubleshoot wired and wireless connectivity, network connections, switches, TCP/IP, DHCP, DNS, cabling, and endpoint connectivity.
Assist with installation, configuration, maintenance, and troubleshooting of network equipment and connected devices.
Identify and document recurring network or infrastructure problems and assist senior IT personnel with infrastructure upgrades, maintenance, and technology projects.
Assist with administration and support of Microsoft 365, including Outlook, Teams, OneDrive, SharePoint, and related services.
Assist with user access, permissions, application configuration, and general Microsoft 365 troubleshooting.
Support and maintain SharePoint sites, permissions, content, and collaboration solutions.
Provide support for Power BI reports, dashboards, data access, and related business reporting solutions.
Troubleshoot printing issues in office and manufacturing environments, including office printers, multifunction devices, and Zebra label printers.
Diagnose printing issues involving drivers, network connectivity, print queues, labels, applications, and printer hardware.
Provide hands-on technology support on the manufacturing floor and work with operations and manufacturing personnel on technology issues affecting production or business processes.
Install and upgrade software applications and provide ongoing technical support for existing business systems and technology solutions.
Assist in troubleshooting integrations and communication between endpoints, applications, printers, and network resources; work with vendors when necessary.
Participate in testing and deployment of new systems, applications, hardware, and technology solutions.
Create and maintain technical documentation for IT systems, processes, configurations, troubleshooting procedures, recurring problems, equipment, and standards.
Identify opportunities to improve reliability, efficiency, security, and the end-user experience.