Desktop Support Technician

Jobtailor; Plano (TX); On-site; USD 60,000 - 80,000; Full time

Job summary

Harris Geospatial Solutions is seeking a Level 2 IT Support Technician in Plano, TX. This mid-level position requires strong analytical skills and technical expertise to provide advanced on-site support and resolve complex IT issues in a dynamic production environment.

The role includes troubleshooting hardware, software, and network problems, providing support to manufacturing teams, and ensuring optimal IT system performance. Candidates should have a solid background in IT support, preferably within engineering or industrial settings.

Qualifications

• Bachelor’s Degree and a minimum of 2 years of prior related experience.
• 2‑5 years of IT support experience, preferably in manufacturing or engineering.

Responsibilities

• Provide first-line troubleshooting for desktops, laptops, printers, and scanners.
• Handle escalated IT issues performing in-depth troubleshooting.
• Install, configure, and upgrade hardware and software.
• Diagnose and resolve network problems.
• Conduct proactive system maintenance.
• Set up and maintain advanced audiovisual systems.
• Maintain detailed documentation of IT incidents.
• Collaborate with engineers and external vendors.
• Ensure adherence to IT governance and cybersecurity practices.

Skills

Troubleshooting hardware issues

Networking protocols knowledge

Analytical skills

Communication skills

Education

Bachelor’s Degree with 2 years of experience

Tools

ServiceNow

Microsoft Office 365

ERP systems like SAP

Job description

Desktop Support Technician

Job Code: 36304

Job Location: Plano, TX

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 Level 2 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

• Bachelor’s Degree and a minimum of 2 years of prior related experience. Graduate Degree or equivalent with 0 to 2 years of prior related experience. In lieu of a degree, minimum of 6 years of prior related experience.
• 2‑5 years of IT support experience, preferably in manufacturing, engineering, or industrial environments.

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.

#LI‑NR1

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.

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