IT Systems and Production Support Specialist

American Leather Operations LLC • Dallas, TX

1d • Onsite

About The Position

American Leather is seeking a highly dependable, calm, and technically versatile IT professional to support both business operations and production systems. This role serves as the primary hands-on IT support resource for the helpdesk and production floor, owning the ticket queue, resolving complex hardware and software issues, and supporting executive and production leadership directly.

The ideal candidate thrives in fast-moving production environments, learns quickly, communicates clearly, remains open to feedback, and takes full ownership of problems from start to finish. This role requires a strong sense of urgency, excellent customer service, disciplined documentation habits, and a continuous improvement mindset. The individual will operate independently while actively strengthening the team through practical process improvements and technical innovation.

Requirements

• Minimum of 3 years supporting end users in a production, manufacturing, or high-volume helpdesk environment. Direct manufacturing floor experience is strongly preferred.
• Proven hands-on experience troubleshooting and repairing printers, MFPs, and label printers, including networked devices and print servers. The ability to restore production printing quickly is essential.
• Strong experience with Microsoft Windows client platforms and Microsoft 365, including Active Directory users and group administration and familiarity with Azure AD and Microsoft 365 admin centers.
• Basic to intermediate networking skills, including VLANs, switching, Wi-Fi, firewall fundamentals, and interpreting logs or monitoring alerts. Experience with cloud-managed networking platforms is preferred.
• Strong verbal communication skills in English are required. Bilingual proficiency in English and Spanish is strongly preferred, as a significant portion of the user base communicates primarily in Spanish.
• Basic Linux command line proficiency and comfort performing routine server troubleshooting tasks. Virtualization experience is desirable.
• Experience using RMM tools and ticketing systems, with the ability to function as the primary owner of incidents and requests.
• Excellent written and verbal communication skills, including a comfort level supporting executives and production leadership.
• Strong time management, prioritization, and task ownership skills, with the ability to work independently and reliably.
• Calm, steady decision-making under pressure, particularly during production-critical incidents. This is a core requirement of the role.
• Ability to walk production floors frequently, occasionally lift equipment within company guidelines, and work in shop-floor environments.
• Demonstrated ability to learn quickly, connect disparate technologies, and develop creative, effective solutions to unfamiliar problems.
• Ability to respond while on-call and travel onsite quickly when production or executive needs arise.

Nice To Haves

• Industry certifications such as CompTIA A+, Network+, Microsoft 365 Modern Desktop, or Microsoft Azure Administrator.
• Scripting or automation skills using PowerShell or Bash to streamline repetitive tasks and standardize troubleshooting.

Responsibilities

• Own the helpdesk ticket queue by triaging, prioritizing, documenting, resolving, and escalating incidents and service requests.
• Provide hands-on desktop and production-floor support for Windows, macOS, and Linux systems, including new device builds, imaging, onboarding, and break/fix support.
• Deliver executive-level IT support with professionalism, discretion, and urgency.
• Install, troubleshoot, and repair printers, multi-function peripherals, label printers, and print servers, including rapid restoration of production-critical printing systems. Strong practical experience with desktop printers, heavy-duty MFPs, and label printers is required.
• Support basic to intermediate networking functions, including switching, VLANs, Wi-Fi, firewall fundamentals, printer networking, and responding to network monitoring alerts. Coordinate and escalate advanced networking issues to senior resources as needed.
• Administer Active Directory users and computers, group policies, and Microsoft 365 tenant functions, including Azure portal tasks, mailbox provisioning, and user lifecycle management. Familiarity with cloud-managed networking platforms such as Meraki is a plus.
• Perform basic Windows and Linux server administration tasks, including service troubleshooting, restarts, log review, and coordination with system owners. Virtual machine management experience is a plus.
• Operate the organization’s remote monitoring and management tools to remediate endpoint issues remotely and escalate problems that require onsite or higher-level intervention. Fully document all remediation actions and outcomes.
• Maintain a strong onsite presence by regularly walking the production floor, responding to urgent production incidents, and working within PPE and safety requirements.
• Set up and commission new production systems and machines, working closely with vendors, integrators, and internal stakeholders to bring systems online efficiently.
• Create, maintain, and continuously improve runbooks, SOPs, and knowledge base documentation for recurring issues and production-critical procedures.
• Communicate clearly and consistently with IT peers, production teams, and executives, including status updates, root cause summaries, and post-incident documentation.
• Participate in IT and production technology modernization initiatives, proposing and implementing improvements that increase uptime, automation, and operational efficiency.
• Maintain strict standards for security, confidentiality, and compliance when handling systems, credentials, and sensitive data.

Benefits

• Competitive compensation and health insurance include medical, dental, vision, life, short/long-term disability, a flexible spending account, and a 401k plan.
• We also have an on-site wellness/fitness center that includes free personal training 2 times a week and yoga sessions once a week

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed