IT Support Lead

ITW; Tennessee; On-site; USD 70,000 - 110,000; Full time

Benefits offered by this job

Paid Holidays

PTO

Medical Insurance

Dental and Vision Insurance

401(k)

Tuition Reimbursement

Scholarship Program

Job summary

ITW, a Fortune 200 global industrial company, is seeking an IT Support Lead for its Decatur, AL facility near Huntsville. The role focuses on on‑site IT operations, end‑user support, and plant‑floor technology to ensure reliable operations across manufacturing and business systems.

You will troubleshoot desktops, mobility devices, printers, and connectivity while coordinating with regional teams on escalations and ERP support.

Qualifications

• 4+ years of IT support, systems administration in an industrial manufacturing environment.
• Associate or bachelor’s degree in information technology or equivalent experience.
• Experience supporting Windows endpoints, laptops, mobile devices, and user productivity systems.
• Experience troubleshooting networking issues, including Wi‑Fi, switching, VPN, and connectivity problems.
• Experience working with IT ticketing systems and remote support tools.
• Strong troubleshooting, customer service, and problem‑solving skills.
• Ability to prioritize work in a fast‑paced production environment.
• Ability to occasionally lift and move IT equipment (up to 40lbs).

Responsibilities

• Serve as the primary on‑site IT contact for the manufacturing plant.
• Provide day‑to‑day support for desktops, laptops, mobile devices, handheld devices, tablets, printers, and peripherals.
• Troubleshoot hardware, software, connectivity, and access issues for plant and office personnel.
• Manage incident resolution and service requests through the IT ticketing platform.
• Prioritize issues impacting production and plant operations with a high sense of urgency.
• Coordinate onboarding, offboarding, workstation provisioning, and equipment lifecycle management.
• Support manufacturing‑adjacent technology, including handheld computers and plant connectivity issues.
• Troubleshoot Wi‑Fi connectivity and endpoint issues impacting plant‑floor operations.
• Partner with production, operations, quality, and maintenance teams to minimize downtime caused by IT issues.
• Act as the on‑site liaison for technology‑related production interruptions.
• Create user accounts, perform basic troubleshooting, and elevate issues to regional ERP experts
• Administer endpoint management, patching, and remote support tools.
• Support endpoint security platforms, including MFA, endpoint detection and response, DNS/web filtering.
• Perform routine maintenance, device imaging, software installation, upgrades, and replacement activities.
• Manage local inventory of IT hardware and accessories.
• Perform basic troubleshooting for network connectivity, server room equipment, switches, firewalls, and ISP‑related issues.
• Provide on‑site hands and eyes support for regional infrastructure and network engineering teams.
• Coordinate vendor support for telecommunications, access control, networking, and hardware maintenance.
• Follow cybersecurity standards, access management processes, and IT policies.
• Support account provisioning, password resets, MFA enrollment, and user access management.
• Assist with vulnerability remediation and endpoint compliance efforts.
• Escalate suspected cybersecurity incidents to corporate security teams.
• Build strong relationships with plant leadership and department managers.
• Communicate technical issues in business‑friendly language.
• Identify recurring issues and recommend process or technology improvements.
• Provide status updates and communicate incident impact to stakeholders.

Skills

IT support

Windows endpoints

Networking

Troubleshooting

Customer service

Endpoint management

Education

Associate or Bachelor's degree in IT

Tools

Ticketing systems

Remote support tools

Job description

Job Description:

Illinois Tool Works, Inc. (NYSE: ITW) is a Fortune 200 global industrial company centered on a differentiated business model.The company’s seven business segmentsleveragethe 80/20 business model to generate solid growth, best-in‑classmarginsand favorable returns in markets where innovative, customer‑focused solutions are required.ITW delivers specializedexpertise, innovativethinkingand value‑added products to meet critical customer needs in a variety of industries targeting sustainable and profitable organic growth.The Sexton businessis a market leaderin the manufacture of high‑pressure aerosol cansand isseeking an IT Support Lead for its Decatur, AL facility,located30 minutes Southwest of the Huntsville area.

The IT Support Lead is responsible foronsite IT operations and end‑user support for a manufacturing facility. This role serves as the primary technology contact for the plant, ensuring reliable operation of end‑user systems, plant‑floor technology, network‑connected devices, and local IT services that support manufacturing and business operations.

The IT Support Lead provides hands‑on support for hardware, software, mobility, access systems, and operational technology interfaces while partnering closely with segment and regional infrastructure, network, cybersecurity, and business system teams for escalated support and engineeringexpertise.

This is a highly visible, customer‑facing role requiring strong troubleshooting skills, a sense of urgency, and the ability to support plant operations in a fast‑paced manufacturing environment.

Essential Functions :

Plant IT Operations & End User Support

• Serve as the primary on‑site IT contact for the manufacturing plant.
• Provide day‑to‑day support for desktops, laptops, mobile devices, handheld devices, tablets, printers, and peripherals.
• Troubleshoot hardware, software, connectivity, and access issues for plant and office personnel.
• Manage incident resolution and service requests through the IT ticketing platform.
• Prioritize issuesimpactingproduction and plant operations with a high sense of urgency.
• Coordinate onboarding, offboarding, workstation provisioning, and equipment lifecycle management.

Manufacturing & Plant Floor Support

• Support manufacturing‑adjacent technology, including handheld computers, wireless devices, barcode‑related systems, and plant connectivity issues.
• Troubleshoot Wi‑Fi connectivity and endpoint issuesimpactingplant‑floor operations.
• Partner with production, operations, quality, and maintenance teams to minimize downtime caused by IT‑related issues.
• Act as the on‑site liaison for technology‑related production interruptions.

Systems & Endpoint Administration

• Create user accounts, perform basic troubleshooting, and elevate issues to regional ERP experts
• Administer endpoint management, patching, and remote support tools.
• Support endpoint security platforms, including MFA, endpoint detection and response, DNS/web filtering, vulnerability remediation, and privilege management.
• Perform routine maintenance, device imaging, software installation, upgrades, and replacement activities.
• Manage local inventory of IT hardware and accessories.

Local Infrastructure Coordination

• Perform basic troubleshooting for network connectivity, server room equipment, switches, firewalls, and ISP‑related issues.
• Provide on‑site “hands and eyes” support for regional infrastructure and network engineering teams.
• Coordinate vendor support for telecommunications, access control, networking, and hardware maintenance.

Security & Compliance

• Follow cybersecurity standards, access management processes, and IT policies.
• Support account provisioning, password resets, MFA enrollment, and user access management.
• Assistwith vulnerability remediation and endpoint compliance efforts.
• Escalate suspected cybersecurity incidents to corporate security teams.

Stakeholder Partnership

• Build strong relationships with plant leadership and department managers.
• Communicate technical issues in business‑friendly language.
• Identifyrecurring issues and recommend process or technology improvements.
• Provide status updates and communicate incident impact to stakeholders.

Qualifications

• 4+ years of IT support, systems administration in an industrial manufacturing environment required.
• Associate or bachelor’s degree in information technology or equivalent experience.
• Experience supporting Windows endpoints, laptops, mobile devices, and user productivity systems.
• Experience in troubleshooting networking issues, including Wi‑Fi, switching, VPN, and connectivity problems.
• Experience working with IT ticketing systems and remote support tools.
• Strong troubleshooting, customer service, and problem‑solving skills.
• Ability to prioritize work in a fast‑paced production environment.
• Ability to occasionally lift and move IT equipment (up to 40lbs).

PREFERRED QUALIFICATIONS

Familiarity with technologies such as:

• Endpoint management and patching tools
• Endpoint security/EDR platforms
• Cloud-hosted infrastructure environments (Azure preferred)
• Experience supporting handheld or mobile scanning devices.

WORKING CONDITIONS

• On‑site in a manufacturing environment
• Requires flexibility to support a 24/7 operation and occasional off‑hours support for critical issues, maintenance windows, or plant outages

Being an employee at ITW comes with lots of benefits. Some of these benefits include:

• Paid Holidays
• PTO (Vacation and Sick Pay)
• Attendance Bonus
• Employee Referral Bonus
• Medical (3 Plans), Dental and Vision Insurance
• FSA/HSA
• STD/LTD
• Life Insurance
• 401(k) (Roth/After‑tax options available)
• Parental Leave
• Adoption Cost Assistance
• Tuition Reimbursement
• Scholarship Program
• 3 for 1 gift match program
• Volunteer Match Program
• $115 credit towards safety shoes

ITW is an equalopportunityemployer. We value our colleagues’ unique perspectives, experiences and ideas and create workplaces where everyone can develop their careers and perform to their full potential.

As an equal employment opportunity employer, ITW is committed to equal employment opportunity and fair treatment for employees, beginning with the hiring process and continuing through all aspects of the employment relationship.

All qualified applicants will receive consideration for employment without regard to race, color, sex, gender identity, sexual orientation, religion, national origin, age, disability, protected Veteran status or any other characteristic protected by applicable federal, state, or local laws.

ITW is an equal opportunity employer. We value our colleagues’ unique perspectives, experiences and ideas and create workplaces where everyone can develop their careers and perform to their full potential.

As an equal employment opportunity employer, ITW is committed to equal employment opportunity and fair treatment for employees, beginning with the hiring process and continuing through all aspects of the employment relationship.

All qualified applicants will receive consideration for employment without regard to race, color, sex, gender identity, sexual orientation, religion, national origin, age, disability, protected Veteran status or any other characteristic protected by applicable federal, state, or local laws.