Desktop Support Technician

L3Harris Technologies; City of Rochester (NY); On-site; USD 59,000 - 110,000; Full time

Benefits offered by this job

Health and disability insurance

401(k) match

Flexible spending accounts

EAP

Job summary

L3Harris Technologies in Rochester, NY seeks a Desktop Support Technician to provide on-site IT support in our manufacturing and engineering facility. You will troubleshoot desktops, networks, and peripherals, collaborating with Level 3 engineers to resolve complex issues.

This mid-level role emphasizes ERP and engineering tools like SAP and CAD/CAM software, implementing security measures, patching, and maintaining documentation.

Qualifications

• High School Diploma or equivalent with 8 years of related experience, or 2 years post-secondary with 4 years related experience.

Responsibilities

• Provide first-line troubleshooting for desktops, laptops, printers, scanners, and peripherals.
• Handle escalations for complex IT issues with Level 3 engineers.
• Install and upgrade hardware/software, including SAP and CAD/CAM tools.
• Diagnose network problems and integrate with industrial control systems like PLCs/SCADA.
• Maintain patching, backups, and security audits to prevent downtime.
• Set up audiovisual and collaboration systems for reviews and training.
• Document incidents and resolutions in the ticketing system.

Skills

Hardware troubleshooting

Networking protocols

ServiceNow

Industrial automation familiarity

Communication skills

Independent worker

Education

High School Diploma or equivalent

Tools

ServiceNow

CAD/CAM software

SAP ERP

SCADA

Job description

L3Harris is dedicated to recruiting and developing high-performing talent who are passionate about what they do. Our employees are unified in a shared dedication to our customers' mission and quest for professional growth. L3Harris provides an inclusive, engaging environment designed to empower employees and promote work-life success. Fundamental to our culture is an unwavering focus on values, dedication to our communities, and commitment to excellence in everything we do.

L3Harris is the Trusted Disruptor in defense tech. With customers' mission-critical needs always in mind, our employees deliver end-to-end technology solutions connecting the space, air, land, sea and cyber domains in the interest of national security.

Job Title: Desktop Support Technician

Job Code: 43929

Job Location: Rochester, NY

Job Schedule: 9/80: Employees work 9 out of every 14 days - totaling 80 hours worked - and have every other Friday off

Job Summary:

We are seeking an experienced and proactive IT Support Technician to provide advanced on-site technical assistance at our manufacturing and engineering facility. This mid-level role involves resolving complex hardware, software, and network issues, supporting escalations from Level 1 support, and optimizing IT systems to enhance productivity in a dynamic production environment. The technician will work closely with engineering and manufacturing teams to integrate IT solutions with operational systems, ensure data integrity, and implement preventive measures against downtime. This position demands strong analytical skills, technical expertise, and the ability to thrive in an industrial setting.

Job Description:

• Respond to user-reported IT issues via helpdesk tickets, phone, or in-person, providing first-line troubleshooting for desktops, laptops, printers, scanners, and other peripherals.
• Handle escalated IT issues from Level 1 support, performing in-depth troubleshooting for desktops, laptops, servers, printers, and specialized peripherals used in manufacturing and engineering.
• Install, configure, and upgrade hardware and software, including advanced operating systems, enterprise applications (e.g. Microsoft Office 365, ERP systems like SAP), and engineering tools (e.g. CAD/CAM software, simulation programs).
• Diagnose and resolve network problems, including LAN/WAN configurations, switches, routers, firewalls, and integration with industrial control systems such as PLCs, SCADA, and IoT networks.
• Conduct proactive system maintenance, including patch management, performance tuning, backup and recovery procedures, and security audits to safeguard against disruptions in production and engineering processes.
• Set up and maintain advanced audiovisual and collaboration systems for engineering design reviews, virtual meetings, and training sessions.
• Maintain detailed documentation of IT incidents, resolutions, configurations, and system changes in the ticketing system, contributing to knowledge base development.
• Collaborate with Level 3 engineers, IT managers, and external vendors to resolve high-level issues, implement new technologies, and support facility-wide IT projects.
• Ensure adherence to IT governance, cybersecurity best practices, data protection regulations, and manufacturing standards (e.g. ISO 9001, cybersecurity frameworks like NIST).
• Provide training and mentorship to Level 1 technicians and end-users on advanced IT tools, troubleshooting techniques, and security awareness.
• Manage IT inventory, asset lifecycle, and procurement processes, including evaluating and recommending hardware/software for manufacturing and engineering needs.

Qualifications:

• Requires a High School Diploma or equivalent and a minimum of 8 years of prior relevant experience or 2 years post-Secondary/Associates Degree with a minimum of 4 years of prior related experience.

Preferred Additional Skills:

• Advanced proficiency in troubleshooting hardware, software, and network issues.
• Solid knowledge of networking protocols (e.g., TCP/IP, VLANs, VPNs) and cybersecurity fundamentals.
• Experience with ticketing systems (e.g., ServiceNow), remote management tools, and monitoring software.
• Familiarity with manufacturing technologies, including ERP, MES (Manufacturing Execution Systems), SCADA, and industrial automation.
• Strong analytical and problem-solving skills with attention to detail.
• Excellent communication abilities for explaining technical concepts to non-technical stakeholders.
• Ability to work independently and in teams under pressure during production-critical situations.
• Commitment to continuous learning and adapting to evolving technologies.

In compliance with pay transparency requirements, the salary range for this role in California, Massachusetts, New Jersey, Washington, and the Greater D.C, Denver, or NYC areas is $68,500-$127,000. The salary range for this role in Colorado state, Hawaii, Illinois, Maryland, Minnesota, New York state, and Vermont is $59,000-$110,000. This is not a guarantee of compensation or salary, as final offer amount may vary based on factors including but not limited to experience and geographic location. The specific programs and options available to an employee may vary depending on date of hire, schedule type, and the applicability of collective bargaining agreements.

• health and disability insurance
• 401(k) match
• flexible spending accounts
• EAP
• education assistance
• parental leave
• paid time off
• company-paid holidays

L3Harris Technologies is proud to be an Equal Opportunity Employer. L3Harris is committed to treating all employees and applicants for employment with respect and dignity and maintaining a workplace that is free from unlawful discrimination. All applicants will be considered for employment without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender (including pregnancy, childbirth, breastfeeding or other related medical conditions), gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, characteristic or membership in any other group protected by federal, state or local laws. L3Harris maintains a drug-free workplace and performs pre-employment substance abuse testing and background checks, where permitted by law.

Please be aware many of our positions require the ability to obtain a security clearance. Security clearances may only be granted to U.S. citizens. In addition, applicants who accept a conditional offer of employment may be subject to government security investigation(s) and must meet eligibility requirements for access to classified information.

By submitting your resume for this position, you understand and agree that L3Harris Technologies may share your resume, as well as any other related personal information or documentation you provide, with its subsidiaries and affiliated companies for the purpose of considering you for other available positions.

L3Harris Technologies is an E-Verify Employer.