Manufacturing IT Technician I / II

This position plays a key role in maintaining operation uptime on the shop floor by troubleshooting hardware and software issues and supporting the day-to-day technology needs of the organization including computer setup and maintenance, user account support, business application troubleshooting, Microsoft 365 support, and cybersecurity-related activities by supporting infrastructure, and working directly with internal teams and external vendors. Success in this role means employees receive responsive, professional technical support; new employees have properly configured technology and system access; support requests are accurately tracked and resolved; and company computers remain maintained, updated, and compliant with security requirements.

Manufacturing Shop Floor IT Technician I / II                                    




Position Overview

The Manufacturing IT Technician I/II is to serve as the first point of contact for employees needing technical support on the production floor by supporting the day-to-day technology needs of the organization. This includes a broad range of technology systems and devices within a manufacturing environment. This position plays a key role in maintaining operation uptime on the shop floor by troubleshooting hardware and software issues and supporting the day-to-day technology needs of the organization including computer setup and maintenance, user account support, business application troubleshooting, Microsoft 365 support, and cybersecurity-related activities by supporting infrastructure, and working directly with internal teams and external vendors.




The ideal candidate is hands-on, responsive, service-oriented, technically capable, comfortable troubleshooting issues independently, and comfortable working closely with employees by navigating the unique demands of a production setting. 




Key Responsibilities:

• Serve as the first line of support for employee hardware, software, and application issues.
• Provision and configure computers and other equipment for new hires.
• Assist with the setup and provisioning of new user accounts.
• Troubleshoot and resolve PC hardware and Windows operating system issues.
• Apply software updates, patches, and security updates as needed or as requested by the cybersecurity team.
• Provide support and training to employees using Microsoft 365 applications.
• Review and respond to security reports and alerts.
• Maintain the IT helpdesk queue, providing timely service (typically 30 minutes or less), and accurate documentation or escalation of incidents and resolutions.
• Support and maintain the company's remote management tools.
• Assist with access to and escorting visitors into the server room as required.
• Help ensure company computers remain compliant with established cybersecurity and IT security requirements.
• Perform hardware installation, repair, and maintenance across a wide range of devices. 
• Desktop PCs, laptops, tablets, label printers (Zebra), paper printers, scanners, and conference equipment. 
• Provide responsive on-site support while coordinating with remote IT team members / vendors as needed. 
• Troubleshoot and support key software platforms. 
• Epicor ERP, Microsoft 365, Adobe Applications, Training Manager, remote access tools, and BarTender label printing software/server. 
• Troubleshoot and escalate network related issues (wired and wireless).
• Use Ninja One remote support tools to assist users at the Columbus, IN location and other locations as necessary. 
• Coordinate internal and external resources for IT-related projects and implementations. 
• Document technical procedures and update IT documentation for staff reference and knowledge sharing. 
• Manage, respond to, and escalate tickets within the ConnectWise service board system. 
• Contribute proactive recommendations to improve IT processes, reliability, and user support efficiency. 
• Support and maintain:
  • GeoVision camera systems
  • Avana VOIP phone system

• Other duties as assigned.

Work Environment & Physical Requirements:

• Regularly work on the manufacturing shop floor in close proximity to production equipment. 
• Must be comfortable working in an active, sometimes noisy industrial setting. 
• Able to lift and transport IT equipment as needed (e.g., desktops, printers, monitors) 

Qualifications:

• 2 + Years or Experience in an IT support or technician role or a related field or relevant technical certifications and experience.
• Strong working knowledge of Windows operating systems, basic networking (IP, DNS, DHCP) and general IT troubleshooting. 
• Knowledge of PC hardware, configuration, and troubleshooting.
• Experience supporting Windows operating systems, including Windows 10 and Windows 11.
• Strong troubleshooting and problem-solving skills.
• Ability to diagnose and resolve common hardware, software, account, and connectivity issues.
• Familiarity with Microsoft 365 applications.
• Strong customer service and communication skills.
• Strong attention to detail and ability to document technical issues accurately.
• Ability to prioritize multiple support requests in a fast-paced environment.
• Ability to work independently as well as collaboratively with a team.

Preferred Qualifications

• Experience in a Manufacturing or Industrial Environment required
• Previous experience in a helpdesk, desktop support, or IT support role.
• Familiarity with Zebra printers, BarTender software, EPICOR ERP
• Experience using ConnectWise and NinjaOne or similar IT tools. 
• Experience with user account provisioning and access management.
• Experience with endpoint management or remote monitoring and management tools.
• Familiarity with cybersecurity alerts, patch management, and endpoint security practices
• Experience supporting users in a regulated, healthcare, medical device, or manufacturing environment is a plus.

What Success Looks Like in this Role

Success in this role means employees receive responsive, professional technical support; new employees have properly configured technology and system access; support requests are accurately tracked and resolved; and company computers remain maintained, updated, and compliant with security requirements.