IT Specialist Sr

Position Overview

Our client is seeking an IT Support Specialist to provide onsite technical support for Windows and Mac desktop environments supporting engineering, design, manufacturing, and business operations. This role serves as the primary local IT resource, providing support for end-user hardware, software, collaboration tools, mobile devices, network printers, scanners, and specialized CAD/CAM related technologies.

This position will be responsible for providing service delivery which includes incident, problem, and change management to facilitate Information Technology initiatives within the location.

The ideal candidate will have strong desktop support experience, excellent customer service skills, and the ability to work independently in a fast-paced operational environment. Experience supporting engineering, design, or manufacturing environments is preferred but not required.

This role offers the opportunity to participate in various IT initiatives, endpoint modernization efforts, manufacturing technology projects, and enterprise IT deployments.



Key Accountabilities



Provide local technical support and assistance for all computer hardware (laptops, printers, telephones, scanners, tablets, mobile devices, etc.). Act as the onsite single point of contact for internal client technical issues, working with internal and external IT teams, including external vendors. This role also provides dedicated support for design and engineering environments, with a strong emphasis on Rhino 3D, AutoCAD, Solidworks, and other design, engineering and manufacturing applications used by the design, manufacturing and engineering teams.



Install and configure workstations, software, and systems as designated by the Information Technology division. Follow SOPs and Knowledge documentation to ensure consistent solution delivery. Provide support assistance to internal and external Information Technology teams for all project and support related deliverables pertinent to the location.



Perform IT Service management by utilizing ServiceNow to track, update and resolve incidents and requests for local operations, ensuring adherence to documented processes and policies. This includes communicating escalations to management and external IT Teams.



Provide training and knowledge transfer to operation staff, including the creation of documentation for site-specific processes in the form of Knowledge Articles and SOPs.



Monitor health and track maintenance of local IT Systems, including Network, Server, Telephony, and other critical systems and processes, particularly license servers or administrative portals that support design, engineering and manufacturing software applications. This includes tracking and maintaining IT assets and inventory specific to the location.





Job Requirements

Details:Technical Skills and KnowledgeStrong knowledge of end-user hardware and peripherals, including:Laptops and desktopsPrinters, scanners, and networked devicesExperience installing, configuring, and troubleshooting:Workstations and standard enterprise softwareNetwork-connected devices and peripheralsWorking knowledge of IT Service Management (ITSM) practices and tools (e.g., ServiceNow or similar ITSM tools), including:Incident, request, problem, and change managementAccurate ticket documentation and status updatesBasic understanding of:Networking fundamentals and connectivity troubleshootingServer, network, and telephony system health monitoring from a site-support perspectiveExperience with IT asset and inventory management, including tracking and maintaining site-specific equipment inventory.Documentation, Training, and CommunicationAbility to follow and apply standard operating procedures (SOPs) and knowledge documentationExperience creating and maintaining:Knowledge ArticlesSite-specific SOPsUser-facing technical documentation and support runbook guidesAbility to provide effective training and knowledge transfer to manufacturing and operational staffStrong verbal and written communication skills, with the ability to clearly explain technical concepts to non-technical usersProfessional CompetenciesStrong problem-solving skills with the ability to resolve most technical issues independentlyAbility to escalate complex or high-impact issues appropriately and communicate clearly with IT leadership and support partnersHigh level of motivation and interest in learning new technologies and processesAbility to work effectively with minimal supervision in a fast-paced, operational environmentStrong organizational skills and attention to detail, particularly in documentation, ticketing, and asset trackingReliable attendance and schedule adherence to support manufacturing and business operationsLevel of Knowledge, Skills, and AuthorityApplies established and advanced IT support concepts, practices, and procedures within a manufacturing or operational environmentAdapts tools, processes, and techniques to meet location-specific requirementsPerforms varied and moderately complex work under limited supervisionResolves majority of local IT issues independently, escalating only the most complex problemsOperates within defined policies while exercising sound judgment to ensure consistent service delivery

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