IT Support Technician
About The Position
We are seeking a hands-on IT Support Technician to provide on-site technical support for northern Illinois locations. The role is the primary point of contact for deskside and plant-floor IT support, handling a steady volume of tickets as well as walk-up and operational support. The technician works within a distributed IT organization, collaborating with centralized teams and specialized resources, including ERP and infrastructure support, while owning local issue resolution and escalation. The position supports office and manufacturing users and a range of devices, including desktop PCs, laptops, printers, shop-floor equipment, and conference room and AV systems. It also provides basic support and troubleshooting for Microsoft environments, endpoint management, Exchange Online, and initial network diagnostics. The role includes ticket documentation, applicable CMDB maintenance, and following established escalation paths. The work combines office and manufacturing-floor support, involves frequent movement throughout the facility, and requires hands-on interaction with IT equipment.
Requirements
- 4–6 years of IT support experience; the experience requirement is flexible based on skill level.
- Strong hands-on troubleshooting experience across hardware and software.
- Experience working within a ticketing system; Freshservice is 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, including device connectivity and troubleshooting fundamentals.
- Experience supporting operational or shop-floor IT equipment.
- Exposure to ERP systems and plant operations.
Responsibilities
- Manage and resolve incidents 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.
- Provide customer-facing support in a fast-paced environment.
- Deploy, repair, replace, and maintain desktop PCs, laptops, printers, shop-floor devices, and conference room and AV systems.
- Assist with hardware provisioning, replacements, and lifecycle management.
- Provide responsive IT support in manufacturing and warehouse environments and work with plant personnel to minimize operational downtime.
- Support systems and endpoints that interact with ERP platforms in coordination with ERP-focused resources.
- Provide basic user account support in Entra ID, including password resets, access issues, and license assignment.
- Troubleshoot Microsoft 365 applications and Intune device enrollment, compliance, and access issues.
- Assist with basic Exchange Online support, including mailbox access and permissions, Outlook connectivity and profiles, and initial message-flow or delivery validation.
- Partner with centralized IT teams on escalations and advanced configuration.
- Perform initial network diagnostics, including identifying endpoint versus network issues, basic connectivity tests, cable checks, and simple patching or physical troubleshooting.
- Escalate networking issues to infrastructure partners after initial validation.
- Accurately document, update, and close Freshservice tickets.
- 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
