Senior IT Support Engineer

Clyde's Donuts • Addison, IL

1d • $90,000 - $110,000

About The Position

Reporting to the Vice President of IT, the IT support Engineer will provide advanced technical support for end-user computing, plant-floor systems, and Microsoft-based infrastructure across production and administrative environments and across multiple sites. The position requires strong troubleshooting skills, hands-on manufacturing support experience (preferred), and the ability to work independently in operational settings where uptime, safety, and accuracy are critical. This role also involves occasional off-hours/on-call support to help restore services during production-impacting issues.

Requirements

• Bachelor's degree in Computer Science, Information Technology, or a related field (preferred), or equivalent practical experience
• 37 years of experience in IT desktop, systems, or plant-floor support
• Strong experience supporting Microsoft-centric enterprise environments
• Proven ability to support manufacturing or industrial IT systems
• Advanced troubleshooting and problem-solving skills
• Ability to work independently in fast-paced, operational environments
• Willingness to travel regularly between manufacturing sites (Addison, IL and Glendale Heights, IL/ 5.5 miles apart)
• Experience in food manufacturing or regulated production environments
• Familiarity with MES, ERP shop-floor systems, labeling, and traceability solutions
• Experience supporting Zebra or similar industrial label printers and label-printing software (e.g., BarTender)
• Knowledge of basic networking concepts (VLANs, switches, wired/wireless troubleshooting)
• Security-first mindset; familiarity with security best practices and frameworks (e.g., NIST or equivalent)
• Relevant certifications (Microsoft, CompTIA, ITIL, or vendor-specific industrial IT certifications)

Nice To Haves

• Preferred: basic SQL / database experience (e.g., permissions awareness, light troubleshooting, minor stored procedure updates, performance concepts)
• Preferred: Interest in improving skills over time (e.g., analytics/reporting) is a plus
• Collaborative, flexible business partner who is upbeat, friendly, and approachable.
• Passionate about the customer with an internal and external service mindset.
• Self-starter with a strong work ethic and entrepreneurial drive to solve business issues.
• Committed to personal growth.
• Willing to roll up sleeves in a fast-paced, hands-on work environment.
• Bias toward thorough troubleshooting and durable solutions; communicates clearly and follows through to resolution.

Responsibilities

• Advanced End-User & Desktop Support Provide Level 1-3 support for desktops, laptops, mobile devices, shared workstations, and peripherals
• Resolve complex hardware, operating system, and application issues; perform root-cause analysis
• Act as an escalation point for Level 1 support issues
• Support both office users and production-floor personnel in time-sensitive environments
• Collaborate with the Systems Administrator and other IT partners when escalation is appropriate, while driving issues to resolution whenever possible
• Microsoft Environment & Endpoint Management Support Windows 11 and enterprise-standard workstation builds
• Administer and troubleshoot Microsoft 365 (Outlook, Teams, OneDrive, SharePoint, Office applications)
• Perform advanced Active Directory and Azure AD / Entra ID administration
• Support endpoint configuration, compliance, and policy enforcement using Intune and Group Policy
• Assist with identity, access management, and security controls
• Plant-Floor & Manufacturing Systems Support Provide on-site support for manufacturing IT systems and devices, including: Label printers (e.g., Zebra, Honeywell) and print servers Industrial PCs, shared terminals, and kiosk systems Production and inventory systems (MES, ERP shop-floor modules, WMS, or similar)
• Barcode scanners, handheld devices, and mobile terminals Digital signage and TV displays used for production metrics, dashboards, and communications
• Troubleshoot connectivity and integration issues between plant systems and corporate IT infrastructure
• Partner with Operations, Quality, and Engineering teams to minimize production downtime
• Support production software upgrades, testing, and deployments
• Site Operations & Reliability Ensure high availability of plant-floor systems that support production, labeling, and traceability
• Support shift-based operations, including occasional off-hours or on-call support, and respond to urgent production-impacting issues as needed (including early-morning startup windows)
• Adhere to food safety, GMP, and plant access protocols while working in production areas
• Coordinate with vendors and internal partners as needed to resolve hardware/software issues impacting plant operations (e.g., printer support, telecom/ISP, equipment service providers)
• Documentation, Projects & Process Improvement Document system configurations, procedures, and troubleshooting steps
• Contribute to standardization of plant IT support practices across multiple sites
• Participate in IT projects such as system rollouts, plant expansions, and infrastructure upgrades
• Identify opportunities to improve system reliability, security, and user experience through proactive troubleshooting, preventive maintenance, and continuous improvement

Benefits

• Comprehensive Benefits
• Medical plan options including HMO, PPO and HDHP with H.S.A
• Dental Plan. Two plan options.
• Vision plan.
• Health care and dependent care flexible spending accounts
• Short-term and long-term disability plans (Company paid).
• Group term life and AD&D insurance (Company Paid).
• Voluntary insurance plans Including life, AD&D, accident, and critical illness.
• Generous paid time off benefits and 7 holidays.
• 401(k) plan including 4% matching contribution and immediate vesting.
• Tuition reimbursement program.
• Various leaves of absence programs for lifes emergencies.
• Clean, modern, and safe facilities.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level