IT Support Lead

ITW•Decatur, IL

5d•Onsite

About The Position

The IT Support Lead is responsible for onsite IT operations and end-user support for a manufacturing facility. This role serves as the primary technology contact for the plant, ensuring reliable operation of end-user systems, plant-floor technology, network-connected devices, and local IT services that support manufacturing and business operations. The IT Support Lead provides hands-on support for hardware, software, mobility, access systems, and operational technology interfaces while partnering closely with segment and regional infrastructure, network, cybersecurity, and business system teams for escalated support and engineering expertise. This is a highly visible, customer-facing role requiring strong troubleshooting skills, a sense of urgency, and the ability to support plant operations in a fast-paced manufacturing environment.

Requirements

4+ years of IT support, systems administration, or manufacturing IT experience.
Associate or bachelor’s degree in information technology or equivalent experience.
Experience supporting Windows endpoints, laptops, mobile devices, and user productivity systems.
Experience in troubleshooting networking issues, including Wi-Fi, switching, VPN, and connectivity problems.
Experience working with IT ticketing systems and remote support tools.
Strong troubleshooting, customer service, and problem-solving skills.
Ability to prioritize work in a fast-paced production environment.
Ability to occasionally lift and move IT equipment (up to 40 lbs).

Nice To Haves

Experience supporting manufacturing, warehouse, or industrial environments.
Familiarity with technologies such as: Endpoint management and patching tools
Endpoint security/EDR platforms
Cloud-hosted infrastructure environments (Azure preferred)
Experience supporting handheld or mobile scanning devices.

Responsibilities

Serve as the primary on-site IT contact for the manufacturing plant.
Provide day-to-day support for desktops, laptops, mobile devices, handheld devices, tablets, printers, and peripherals.
Troubleshoot hardware, software, connectivity, and access issues for plant and office personnel.
Manage incident resolution and service requests through the IT ticketing platform.
Prioritize issues impacting production and plant operations with a high sense of urgency.
Coordinate onboarding, offboarding, workstation provisioning, and equipment lifecycle management.
Support manufacturing-adjacent technology, including handheld computers, wireless devices, barcode-related systems, and plant connectivity issues.
Troubleshoot Wi-Fi connectivity and endpoint issues impacting plant-floor operations.
Partner with production, operations, quality, and maintenance teams to minimize downtime caused by IT-related issues.
Act as the on-site liaison for technology-related production interruptions.
Create user accounts, perform basic troubleshooting, and escalate issues to regional ERP experts.
Administer endpoint management, patching, and remote support tools.
Support endpoint security platforms, including MFA, endpoint detection and response, DNS/web filtering, vulnerability remediation, and privilege management.
Perform routine maintenance, device imaging, software installation, upgrades, and replacement activities.
Manage local inventory of IT hardware and accessories.
Perform basic troubleshooting for network connectivity, server room equipment, switches, firewalls, and ISP-related issues.
Provide on-site “hands and eyes” support for regional infrastructure and network engineering teams.
Coordinate vendor support for telecommunications, access control, networking, and hardware maintenance.
Follow cybersecurity standards, access management processes, and IT policies.
Support account provisioning, password resets, MFA enrollment, and user access management.
Assist with vulnerability remediation and endpoint compliance efforts.
Escalate suspected cybersecurity incidents to corporate security teams.
Build strong relationships with plant leadership and department managers.
Communicate technical issues in business-friendly language.
Identify recurring issues and recommend process or technology improvements.
Provide status updates and communicate incident impact to stakeholders.