IT Support Technician

Jobtailor; Town of Florida (NY); On-site; USD 90,000 - 120,000; Full time

Job summary

Jobtailor in New York is seeking an experienced IT specialist for manufacturing environments. You will handle helpdesk, troubleshoot desktops, networks, and enterprise apps, and support engineering tools.

The role requires strong communication, problem-solving, and the ability to work under pressure; 8+ years experience or 2 years post-secondary with 4 years exp. The role offers on-site work and opportunities to influence production IT.

Qualifications

• Extensive experience diagnosing hardware, software, and networks.
• Experience with manufacturing IT systems (ERP/MES/SCADA).
• Strong communication for non-technical stakeholders.
• Ability to work under pressure in production environments.
• Willingness to learn and adapt to new technology.

Responsibilities

• Respond to IT issues via tickets, phone, or in-person with first-line troubleshooting.
• Escalate and troubleshoot Level 2+ hardware, software, and network problems.
• Install, configure, and upgrade devices and software, including enterprise apps and engineering tools.
• Diagnose LAN/WAN, switches, routers, firewalls, and industrial network integration.
• Perform patching, backups, security audits, and system monitoring.
• Set up and maintain AV systems for design reviews and meetings.
• Document incidents, resolutions, and changes in the ticketing system.
• Collaborate with Level 3 engineers, IT managers, and vendors on projects.
• Ensure compliance with cybersecurity and industry standards (NIST, ISO 9001).
• Provide training to Level 1 staff and end users.

Skills

Troubleshooting

Networking

Security basics

Remote management

Documentation

Team collaboration

Technical training

Education

High School Diploma

Associate Degree

Tools

ServiceNow

ERP SAP

MES/SCADA

CAD/CAM software

Job description

Responsibilities

• 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.

Requirements

• 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.
• 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.

Core Competencies

Demonstrates advanced proficiency in troubleshooting hardware, software, and network issues, with a strong focus on maintaining IT systems in manufacturing and engineering environments. Capable of providing training and mentorship while ensuring adherence to cybersecurity best practices and data protection regulations.