Role Overview
We are seeking an IT Support & Operations Specialist to serve as a critical bridge between day-to-day technical support and IT leadership. This role sits above traditional help desk support and works closely with our managed service provider (MSP), while retaining direct ownership of on-site technology across our manufacturing and warehouse facilities, non-MSP hardware, and internal IT operations, along with day-to-day oversight of Microsoft 365 and security operations.
This position is hands-on, operational, and accountable. The ideal candidate is comfortable troubleshooting issues in real time, coordinating vendors, managing systems end-to-end, and helping execute strategic IT initiatives-without being limited to ticket triage or scripted fixes.
Key Responsibilities
IT Operations & Ownership
- Own and manage all non-MSP supported hardware and systems, ensuring reliability, documentation, and lifecycle planning
- Install, configure, and deploy end-user and operational technology (e.g., tablets, printers, scanners, phones, peripherals)
- Support technology on manufacturing and warehouse floors, including production-line data devices and shop-floor workstations, and coordinate with automation and equipment vendors
- Maintain responsibility for on-site technology environments, ensuring issues are resolved without over-reliance on IT leadership
MSP Coordination & Oversight
- Act as the primary operational liaison with the MSP
- Review, prioritize, and manage MSP tickets for quality, responsiveness, and proper escalation
- Identify recurring issues and gaps in MSP coverage and work with IT leadership to resolve them
- Track MSP performance against agreed responsibilities, response times, and communication, and escalate misses to IT leadership
- Ensure clear handoffs between internal support and MSP responsibilities
Technical Support (Above Level 1)
- Troubleshoot and resolve hardware and system issues involving workstations, monitors, peripherals, and connected devices
- Diagnose and address both basic and intermediate technical issues before escalation
- Support users onsite when issues fall outside standard MSP workflows
Microsoft 365, Identity & Security Operations
- Coordinate user onboarding, offboarding, and access changes with the MSP, and verify that accounts, licensing, MFA, and group membership in Microsoft 365 and hybrid Active Directory/Entra ID are correct
- Oversee MSP endpoint management, including patch status and device compliance, and follow up on gaps
- Monitor security alerts from endpoint protection, application control, and RMM platforms, and confirm the MSP responds and communicates on each one
Network & Infrastructure Support
- Assist with troubleshooting network connectivity, access issues, and device communication problems
- Identify and resolve common infrastructure issues related to switches, access points, cabling, and endpoints
- Partner with IT leadership and vendors on higher-complexity networking challenges
Systems & Platform Management
- Take ownership of physical security and camera systems (e.g., Axis), including monitoring, basic troubleshooting, and vendor coordination
- Ensure operational continuity of systems critical to facilities and security
Documentation & Process Improvement
- Create and maintain clear IT documentation, including procedures, asset tracking, and support workflows
- Improve consistency and repeatability of IT processes to reduce dependency on tribal knowledge
Asset & Lifecycle Management
- Develop and manage an IT equipment recycling and decommissioning program
- Track asset lifecycle from deployment through retirement, ensuring compliance and data security
Strategic Support
- Support IT leadership in executing roadmap initiatives (including our ERP migration to Microsoft Dynamics 365 and Azure infrastructure improvements), modernization efforts, and operational improvements
- Provide hands-on assistance for projects that improve efficiency, reliability, and scalability
Qualifications
- Experience in IT support, IT operations, or systems administration (typically 3-6 years)
- Strong working knowledge of end-user hardware, operating systems, and peripherals
- Working knowledge of Microsoft 365 and Active Directory/Entra ID administration
- Familiarity with networking fundamentals (LAN/WAN, switches, access points, troubleshooting)
- Experience working alongside or managing MSP relationships
- Experience supporting technology in a manufacturing, warehouse, or other industrial environment preferred
- PowerShell or other scripting experience a plus
- Comfortable operating independently and taking ownership of systems and outcomes
- Strong documentation and communication skills
Position Details
- Reports to: IT Manager
- Location: On-site, with regular work across GNC's manufacturing and warehouse facilities
- Schedule: Occasional after-hours or weekend work for planned maintenance and urgent issues
- Physical requirements: Able to lift and move IT equipment, work from ladders, and work on production and warehouse floors in line with food safety and GMP requirements