JOB PURPOSE:

To analyze, recommend and support the use of IT services and systems for assigned departments and/or facilities in support of corporate and local business objectives.  Provide on-site technical assistance and resolution of IT related problems in a 24hr manufacturing environment.  Ensure contribution to and implementation of corporate IT standards and systems.

KEY RESPONSIBILITIES:

1. Provide hands-on and remote end user support for an assigned territory via phone, email, and in person for all assigned escalated technical issues.

• Install and maintain hardware and software for desktops, laptops, servers, printers, and conference room equipment on the business network.
• Diagnose and troubleshoot hardware and software for desktops, laptops, servers, smartphones, printers, and conference room equipment on the business network.
• Troubleshoot LAN/WAN connectivity, switches, access points, and server room equipment.
• License management of Software
• Deliver (does not design) fully integrated solutions which may include peripherals, communications, operating system, and application softwares.
• Work with the IT Manufacturing group, plant engineers, and electricians on the maintenance and troubleshooting of manufacturing network hardware and software including manufacturing PCs, PLCs, environmental servers, printers, wireless networks, and HMIs.
• Prepare and maintain network diagrams and documentation for each site.
• Support local servers, virtualization systems, and cloud environments.
• Build scripts to automate repetitive tasks.
• Maintain emergency recovery images, asset maps, and network port documentation to ensure minimum downtime during failures.
• Determine required software and hardware needs for each end-user.
• Install, maintain, and repair network infrastructure all cabling, routers, and switches.
• Maintain each site’s server room including fire suppression air conditioning systems.
• Conduct general network administration support/maintenance in accordance with corporate standards and provide general support to systems or network administrators.
• Install, maintain, and troubleshoot all barcode and labeling equipment (printers, handhelds, and wireless network) for each facility.
• Level 1 support for assigned enterprise hardware and software issues (i.e.: log scaling, EAM systems, etc.)
• Maintain and support each plant’s VoIP phone system.
• Maintain two-way-radios and other shortwave communication devices.
• Document issues and case closure notes in Service now.
• Participate in Site Disaster Recovery Plans
• Conduct site data backups and ensure integrity of the data.
• Track and monitor problems to identify recurring trends; research and document resolution for future response.
• Work closely with vendors in researching and identifying resolution to hardware/software/network problems.
• Effective vendor management
• Coordinate complex problems with next level of support.
• Provide hardware and software training and support to end-users.
• Provide backup support as needed.
• Be a resource to End User Support Analyst I
• Manage small to medium sized projects; develop timeline, budget, etc.
• Perform all duties in accordance with safety rules and regulations.
• Provide mobile device support for cell phones and tablets, including provisioning.
• Troubleshoot and maintain site video server and camera systems
• Install, maintain, and troubleshoot wireless infrastructure
• Ability to create and monitor site budgets.
• Participate in security audits and perform mitigation of cybersecurity threats.
• Administer Windows server platform including AD, DHCP, DNS ensuring reliability and performance.
• PLC programming experience considered a major asset

QUALIFICATIONS:

Knowledge, Skills and Abilities:

• Work closely with other IT professionals, including system administrators, network engineers, and help desk support, to address complex issues and enhance overall IT infrastructure.
• Demonstrated knowledge of hardware and software and how they interact.
• Working knowledge of AV equipment for conference rooms.
• Working Knowledge of Microsoft Teams room conferencing equipment.
• Working knowledge of effective end-user troubleshooting techniques.
• Working knowledge of current network, connectivity, wiring, switches, routers, etc.
• Working knowledge of administration tools and Web based documentation tools.
• Working knowledge of CrowdStrike EDR platform.
• Working knowledge of vSphere and Dell hardware.
• Up-to-date knowledge of cybersecurity threats, current best practices and latest software.
• Effective written and verbal communication skills.
• Outstanding interpersonal and customer service skills.
• Strong analysis and troubleshooting skills.
• Ability to prioritize tasks according to severity of problem according to the impact to business operations.
• Excellent organizational, multitasking and analytical skills
• Familiarity with Microsoft AD, SCCM, Azure, and Intune
• Familiarity with Exacqvision Camera system administration and maintenance
• Familiarity with Microsoft Office 365 products including PowerApps.
• PowerShell scripting experience is a plus.
• Ability to create technical documentation and procedures.  
• Basic understanding of industrial automation systems, PLCs, and controls a plus
• Ability to work independently and effectively without direct supervision.
• Must be a Team Player
• Proficiency in learning and applying new technologies.
• Strong Collaboration skills across all levels of the organization

Education:

• Bachelor's degree in computer science or related field OR equivalent experience and certifications

Experience:

• 3 to 5 years demonstrated end user support experience.
• Or any equivalent combination of education, experience and training that demonstrates the ability to perform the key responsibilities of this position.

WORK ENVIRONMENT:

• Office and manufacturing environment.
• On Premise Direct site support (no remote work)
• May be responsible for multi-site support.
• Frequent travel (up to 30%) as appropriate for business.
• Ability to reach hardware, crawl under desks, and frequently lift/carry objects weighing up to 30 pounds and occasionally lifting items up to 50 pounds.
• Frequent evening and weekend work, including on call
• May be designated or assigned to on-call status resulting in call-back for emergencies in support of 24hr manufacturing operations.