IT Support Technician
Combined Metals Company, LLC•Southington, CT
•Onsite
About The Position
We are seeking a hands-on IT Support Technician to provide on-site technical support for our Southington, CT facility. This role serves as the primary point of contact for deskside and plant-floor IT support, managing a steady volume of tickets while providing responsive walk-up and operational support. This position works as part of a distributed IT organization, collaborating closely with centralized teams and specialized resources (including ERP and infrastructure support), while owning local issue resolution and escalation.
Requirements
- ~4–6 years of IT support experience (flexible based on skill level)
- Strong hands-on troubleshooting experience across hardware and software
- Experience working within a ticketing system (Freshservice preferred)
- Proven ability to support end users in a deskside or on-site role
- Strong communication and customer service skills
- Ability to work independently and prioritize tasks in a dynamic environment
Nice To Haves
- Experience in a manufacturing, warehouse, or plant environment
- Familiarity with Microsoft Intune
- Familiarity with Entra ID (Azure AD)
- Familiarity with Microsoft 365 administration
- Familiarity with Basic Exchange Online support
- Basic networking knowledge (device connectivity, troubleshooting fundamentals)
- Experience supporting operational or shop floor IT equipment
- Exposure to ERP systems and plant operations
Responsibilities
- Manage and resolve incident and service requests through Freshservice
- Provide walk-up and on-the-floor support for office and plant users
- Troubleshoot software, operating system, and application issues
- Deliver a high level of customer-facing support in a fast-paced environment
- Support and maintain Desktop PCs and laptops (deployment, break/fix, replacements), Printers (office and operational), Shop floor devices (scanners, kiosks, thin clients, and other specialized equipment), and Conference room and AV systems
- Assist with hardware provisioning, replacements, and lifecycle management
- Provide responsive IT support for manufacturing and warehouse environments
- Work directly with plant personnel to minimize downtime impacting operations
- Support systems and endpoints that interact with ERP platforms, in coordination with ERP-focused resources
- Perform basic administration and troubleshooting within Microsoft environments: User account support in Entra ID (password resets, access issues, license assignment), Troubleshooting Microsoft 365 applications, Endpoint support using Intune (device enrollment, compliance, and access issues)
- Assist with basic Exchange Online support activities, such as: Mailbox access issues and permission troubleshooting, Outlook connectivity and profile-related issues, Basic message flow or delivery issue validation prior to escalation
- Partner with centralized IT teams for escalations and advanced configuration
- Perform initial network diagnostics, including: Identifying endpoint vs. network-related issues, Basic connectivity testing (ping, cable checks), Supporting simple patching or physical troubleshooting
- Escalate networking issues to infrastructure partners after initial validation
- Accurately document, update, and close tickets within Freshservice
- Maintain asset and configuration data in the CMDB where applicable
- Follow defined escalation paths and collaborate with distributed IT teams
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
