IT Specialist II

Stefanini North America and APAC; New York (NY); On-site; USD 55,000 - 75,000; Full time

Job summary

Stefanini North America and APAC is seeking an IT Support Specialist to provide onsite technical support for Windows and Mac desktops for engineering, manufacturing, and business operations in New York. The role acts as the local IT resource, handling end-user hardware, software, collaboration tools, and CAD/CAM tech.

The candidate will manage incidents, changes, and requests using ServiceNow, while delivering training, SOPs, and knowledge articles to ensure smooth operations and asset tracking

Qualifications

• Experience supporting Windows and Mac desktop environments.
• Familiarity with incident, request, problem, and change management.
• Knowledge of asset and inventory management practices.
• Ability to create and maintain knowledge articles and SOPs.
• Strong communication and training skills for operations staff.

Responsibilities

• Provide onsite local technical support for desktops, peripherals, printers, scanners, and mobile devices.
• Act as single point of contact for internal client IT issues and coordinate with IT teams and vendors.
• Install, configure, and troubleshoot workstations and standard enterprise software.
• Utilize ServiceNow to track and resolve incidents and requests; document status.
• Create site-specific documentation, SOPs, and runbooks; provide training to staff.
• Monitor local IT systems and asset inventory; manage license servers and admin portals.

Skills

End-user hardware

ITSM processes

Networking basics

Asset management

Documentation

Training delivery

Strong communication

Independent work

Tools

ServiceNow

Job description

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

Technical Skills and Knowledge

• Strong knowledge of end-user hardware and peripherals, including:
• Laptops and desktops
• Printers, scanners, and networked devices
• Experience installing, configuring, and troubleshooting:
• Workstations and standard enterprise software
• Network‑connected devices and peripherals
• Working knowledge of IT Service Management (ITSM) practices and tools (e.g., ServiceNow or similar ITSM tools), including:
• Incident, request, problem, and change management
• Accurate ticket documentation and status updates
• Basic understanding of:
• Networking fundamentals and connectivity troubleshooting
• Server, network, and telephony system health monitoring from a site‑support perspective
• Experience with IT asset and inventory management, including tracking and maintaining site‑specific equipment inventory.

Documentation, Training, and Communication

• Ability to follow and apply standard operating procedures (SOPs) and knowledge documentation
• Experience creating and maintaining:
• Knowledge Articles
• Site‑specific SOPs
• User‑facing technical documentation and support runbook guides
• Ability to provide effective training and knowledge transfer to manufacturing and operational staff
• Strong verbal and written communication skills, with the ability to clearly explain technical concepts to non‑technical users

Professional Competencies

• Strong problem‑solving skills with the ability to resolve most technical issues independently
• Ability to escape complex or high‑impact issues appropriately and communicate clearly with IT leadership and support partners
• High level of motivation and interest in learning new technologies and processes
• Ability to work effectively with minimal supervision in a fast‑paced, operational environment
• Strong organizational skills and attention to detail, particularly in documentation, ticketing, and asset tracking
• Reliable attendance and schedule adherence to support manufacturing and business operations

Level of Knowledge, Skills, and Authority

• Applies established and advanced IT support concepts, practices, and procedures within a manufacturing or operational environment
• Adapts tools, processes, and techniques to meet location‑specific requirements