IT Support Technician

Overview We are seeking a hands-on IT Support Technician to provide on-site technical support for our Southington, CT facility. This role serves as the primary point of contact for deskside and plant-floor IT support, managing a steady volume of tickets while providing responsive walk-up and operational support. This position works as part of a distributed IT organization, collaborating closely with centralized teams and specialized resources (including ERP and infrastructure support), while owning local issue resolution and escalation. Key Responsibilities Manage and resolve incident and service requests through Freshservice Provide walk-up and on-the-floor support for office and plant users Troubleshoot software, operating system, and application issues Deliver a high level of customer-facing support in a fast-paced environment Hardware & Device Support Support and maintain: Desktop PCs and laptops (deployment, break/fix, replacements) Printers (office and operational) Shop floor devices (scanners, kiosks, thin clients, and other specialized equipment) Conference room and AV systems Assist with hardware provisioning, replacements, and lifecycle management Plant & Operational Support Provide responsive IT support for manufacturing and warehouse environments Work directly with plant personnel to minimize downtime impacting operations Support systems and endpoints that interact with ERP platforms, in coordination with ERP-focused resources Perform basic administration and troubleshooting within Microsoft environments: User account support in Entra ID (password resets, access issues, license assignment) Troubleshooting Microsoft 365 applications Endpoint support using Intune (device enrollment, compliance, and access issues) Assist with basic Exchange Online support activities, such as: Mailbox access issues and permission troubleshooting Outlook connectivity and profile-related issues Basic message flow or delivery issue validation prior to escalation Partner with centralized IT teams for escalations and advanced configuration Networking (Basic Troubleshooting) Identifying endpoint vs. network-related issues Basic connectivity testing (ping, cable checks) Supporting simple patching or physical troubleshooting Escalate networking issues to infrastructure partners after initial validation Ticketing & Process Discipline Accurately document, update, and close tickets within Freshservice Maintain asset and configuration data in the CMDB where applicable Follow defined escalation paths and collaborate with distributed IT teams Qualifications Required ~4–6 years of IT support experience (flexible based on skill level) Strong hands-on troubleshooting experience across hardware and software Experience working within a ticketing system (Freshservice preferred) Proven ability to support end users in a deskside or on-site role Strong communication and customer service skills Ability to work independently and prioritize tasks in a dynamic environment Preferred Experience in a manufacturing, warehouse, or plant environment Familiarity with: Microsoft 365 administration Basic Exchange Online support Basic networking knowledge (device connectivity, troubleshooting fundamentals) Experience supporting operational or shop floor IT equipment Exposure to ERP systems and plant operations Key Traits for Success Highly visible and responsive to end users Comfortable supporting both office staff and plant operations Self-sufficient with strong problem-solving skills Able to triage effectively and escalate when needed Hands-on and adaptable in a mixed IT/operations environment Combination of office and manufacturing floor support Frequent movement throughout the facility Hands-on role requiring physical interaction with IT equipment Education Experience Licenses & Certifications Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor. #J-18808-Ljbffr