IT Support Specialist

BA Candidate Gateway•Jackson, GA

3d•Onsite

About The Position

The IT Support Technician is responsible for providing first-line technical assistance to end users across a variety of IT issues in a manufacturing environment. This individual will identify, research, and resolve technical problems while responding to support requests via phone, email, and in-person interactions. The role requires both technical expertise and strong communication skills to understand user needs, provide timely resolutions, and ensure high levels of customer satisfaction. In addition to resolving day-to-day IT issues, this position provides on-site support in a fast-paced factory setting and contributes to company-wide IT initiatives.

Requirements

High School Diploma with IT A+ Certification (or equivalent experience).
2–3 years of hands-on experience in end user support within an IT service desk or similar environment.
Strong communication skills (verbal and written) with ability to interact effectively across all levels of the organization.
Proven ability to diagnose and resolve basic technical issues.
Experience in a Consumer Packaged Goods (CPG), food, or manufacturing environment preferred.
Must be comfortable working onsite and on an on-call basis.

Nice To Haves

Advanced knowledge of Microsoft 365, Adobe products, and other productivity tools.
Strong troubleshooting experience with Windows 11 and Mac OS X environments.
Familiarity with Active Directory, DHCP, DNS, GPOs, and Windows Server services.
Networking experience, including wireless access point connections and VPN technologies.
Experience with Cisco Umbrella and DNS security solutions.
Ability to support handheld devices and third-party applications.
Excellent problem-solving skills with a proactive, self-starter mindset.
Strong documentation skills and willingness to learn unfamiliar systems.
Ability to work independently as well as in a collaborative team environment.

Responsibilities

Provide first-line response to help desk tickets, ensuring timely diagnosis and resolution of technical issues.
Troubleshoot and resolve problems related to hardware, software, email, networks, and peripheral devices.
Set up and configure new computers, operating systems, software applications, and peripherals (printers, scanners, etc.).
Troubleshoot network equipment including routers, switches, modems, wireless access points, and Ethernet cabling.
Deliver on-site, telephone, and remote support to end users, including VIP/executive-level personnel.
Perform basic printer/copier maintenance and coordinate with vendors for timely issue resolution.
Document all support interactions, ensuring accurate tracking and proper closure of tickets in line with Service Level Agreements (SLAs).
Manage customer expectations throughout issue life cycle and escalate high-priority incidents when required.
Maintain quality service standards by identifying trends, resolving recurring issues, and recommending improvements.
Assist project managers and business-facing teams with IT onboarding for projects and new initiatives.
Provide occasional after-hours support for critical incidents or escalations.
Participate in company-wide IT meetings, initiatives, and team efforts to continuously improve service delivery.