Regional IT Support Specialist-Tier 2

Welch Packaging; Glasgow (KY); On-site; USD 45,000 - 65,000; Full time

Job summary

Welch Packaging is seeking an IT Support Specialist (Tier 2) to provide advanced technical support on-site at regional facilities, including Glasgow, KY and nearby locations. The role involves resolving escalated issues, deploying devices, and maintaining documentation.

The ideal candidate will have advanced desktop/hardware experience, Active Directory and Microsoft 365 administration skills, SIP-based phone system knowledge, and willingness to travel regionally to sites.

Qualifications

• Advanced desktop and hardware support experience.
• Active Directory administration.
• Microsoft 365 administration.
• SIP-based phone system support.
• Device imaging and deployment experience.
• Ability to travel to regional sites.
• Low-voltage cabling experience.

Responsibilities

• Resolve escalated Tier 2 tickets involving complex hardware, software, or network issues.
• Provide answers to clients by identifying problems, researching answers, and guiding clients through corrective steps.
• Provide on-site support to assigned regional facilities.
• Install and maintain workstations, printers, scanners, phones, and peripherals.
• Perform minor low-voltage cabling and patching tasks.
• Support SIP-based phone systems.
• Image and deploy devices.
• Maintain documentation for site configurations and assets.
• Participate in after-hours and on-call rotation as needed.
• Travel to remote sites within the assigned region (including after hours as needed).
• Periodic visits to sites for health checks.

Skills

Active Directory

Microsoft 365

SIP phones

Device imaging

Travel readiness

Low-voltage cabling

Education

High School Diploma

Job description

Overview

This role will require ability to travel regionally. Onsite at any of these locations: Glasgow, KY; Lebanon, TN; Morristown, TN; Lexington, TN; or Chattanooga, TN.

Summary

The IT Support Specialist (Tier 2) provides advanced technical support and hands‑on, on‑site assistance for assigned regional facilities, resolving escalated issues and supporting infrastructure and low‑voltage systems.

Key Responsibilities

• Resolve escalated Tier 2 tickets involving complex hardware, software, or network issues
• Provide answers to clients by identifying problems, researching answers, and guiding clients through corrective steps
• Provide on‑site support to assigned regional facilities
• Install and maintain workstations, printers, scanners, phones, and peripherals
• Perform minor low‑voltage cabling and patching tasks
• Support SIP‑based phone systems
• Image and deploy devices
• Maintain documentation for site configurations and assets
• Participate in after‑hours and on‑call rotation as needed
• Travel to remote sites within the assigned region (including after hours as needed)
• Periodic visits to sites for health checks

Requirements / Qualifications

• Education: High School Diploma or Equivalent required

Experience

• Advanced desktop and hardware support experience
• Active Directory administration
• Microsoft 365 administration
• SIP‑based phone system support
• Device imaging and deployment experience
• Ability to travel to regional sites
• Low‑voltage cabling experience

Specific Knowledge, Skills or Abilities

• Strong written and oral communication
• Organization and attention to detail
• Analytical and problem‑solving skills
• Time management
• Systems analysis
• Mathematical and deductive reasoning
• Critical thinking

Physical Demands / Work Environment

Physical Requirements

• Sit and stand as needed
• May require walking on a level surface for periods throughout the day
• Reaching above shoulders, below waist, and lifting as required to file documents or store materials
• Lifting up to 25 lbs.

Work Environment

• Typical office setting
• May require entrance to a manufacturing environment requiring proper PPE (safety shoes, safety glasses, hearing protection)
• Manufacturing environment may be loud, hot or cold depending on season

Disclaimer / EEO Statement

Welch Packaging is proud to be an equal‑opportunity workplace. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or protected veteran.