Sr. IT Help Desk Technician
About The Position
Position Overview We are seeking a highly skilled and motivated Senior IT Help Desk Technician to lead day- to-day support operations and provide advanced technical assistance across the organization. This role is responsible for resolving complex issues, mentoring junior staff, improving support processes, and ensuring high levels of user satisfaction. The ideal candidate combines strong technical expertise with leadership ability and a proactive mindset toward continuous improvement. Key Responsibilities Manufacturing & Shop Floor Support Support production-critical systems (ERP, shop floor PCs, barcode scanners, label printers) Troubleshoot issues impacting machine operators, inventory, and shipping workflows Ensure uptime for systems tied to bin locations, tooling, and work orders Work closely with operations to minimize downtime impact Advanced Technical Support Act as Tier 3 escalation point Troubleshoot: o Windows endpoints (office + industrial PCs) o Microsoft 365 / Azure AD o VPN and remote access o Network issues across warehouse + office Support ERP systems (SyteLine, Oracle, etc. or similar) Help Desk Ownership Own ticket queue and enforce SLA response/resolution times Identify trends (repeat issues, bad processes, weak systems) Reduce ticket volume through automation and root cause fixes Maintain clean documentation and knowledge base Compliance & Security (SOX Environment) Follow and enforce SOX controls (access reviews, change management, logging) Maintain proper documentation for audits Ensure user provisioning/deprovisioning is compliant Work with IT leadership on audit readiness Leadership & Accountability Mentor junior IT staff (if/when added) Set the tone for responsiveness and ownership Push back on poor processes and suggest improvements Act as the “go-to” person when things break Systems & Continuous Improvement Improve endpoint management (Intune, patching, asset tracking) Standardize workstation setups across shop floor + office Support IT projects (deployments, migrations, system upgrades) Assist with internal app support (like your Blazor tools, barcode systems, etc.)
Requirements
- 5+ years IT support experience in a hands-on environment
- Experience supporting manufacturing or warehouse operations
- Strong knowledge of Windows OS & hardware troubleshooting
- Strong knowledge of Active Directory / Azure AD
- Strong knowledge of Microsoft 365
- Strong knowledge of Networking fundamentals (DHCP, DNS, VLANs, VPN)
- Experience with ticketing systems
- Proven ability to handle high-pressure, production-impact issues
- Some college or IT coursework preferred
- 5 years experience in IT help desk or support role
Nice To Haves
- Experience with ERP systems (SyteLine, Oracle, etc.)
- Experience with Barcode scanners / label printers (Zebra, etc.)
- Experience with Shop floor or industrial IT environments
- Familiarity with SOX compliance
- PowerShell or automation experience
- Experience improving help desk processes (not just working in one)
Responsibilities
- Support production-critical systems (ERP, shop floor PCs, barcode scanners, label printers)
- Troubleshoot issues impacting machine operators, inventory, and shipping workflows
- Ensure uptime for systems tied to bin locations, tooling, and work orders
- Work closely with operations to minimize downtime impact
- Act as Tier 3 escalation point
- Troubleshoot Windows endpoints (office + industrial PCs)
- Troubleshoot Microsoft 365 / Azure AD
- Troubleshoot VPN and remote access
- Troubleshoot Network issues across warehouse + office
- Support ERP systems (SyteLine, Oracle, etc. or similar)
- Own ticket queue and enforce SLA response/resolution times
- Identify trends (repeat issues, bad processes, weak systems)
- Reduce ticket volume through automation and root cause fixes
- Maintain clean documentation and knowledge base
- Follow and enforce SOX controls (access reviews, change management, logging)
- Maintain proper documentation for audits
- Ensure user provisioning/deprovisioning is compliant
- Work with IT leadership on audit readiness
- Mentor junior IT staff (if/when added)
- Set the tone for responsiveness and ownership
- Push back on poor processes and suggest improvements
- Act as the “go-to” person when things break
- Improve endpoint management (Intune, patching, asset tracking)
- Standardize workstation setups across shop floor + office
- Support IT projects (deployments, migrations, system upgrades)
- Assist with internal app support (like your Blazor tools, barcode systems, etc.)
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
5,001-10,000 employees
