IT Support Technician

IT Support Technician

G&H is a world leader in optical design, testing, and manufacturing. As experts in the technology of light, G&H partners with customers to deliver advanced optical systems, assemblies, and components for demanding applications.

Headquartered in Ilminster, Somerset, UK, with primary operations across the United States and Europe, G&H is recognized for its expertise in acousto-optic, electro-optic, crystal-optic, fiber optic, and precision optic technologies. We serve leading OEMs across the life sciences, industrial, aerospace, and defense markets, with a legacy of innovation, quality, and technical excellence spanning more than 75 years.

We offer rewarding opportunities for motivated, talented individuals who want to contribute to a highly skilled team and support the continued growth of our business.

The Role

The IT Support Technician provides hands-on technical support for users, systems, and infrastructure across the Fremont and Moorpark sites. This role is responsible for ensuring that hardware, software, network, and user-access environments operate reliably, securely, and efficiently while supporting day-to-day business operations.

In addition to traditional IT support responsibilities, the role will provide basic support for the company's ERP platform (SYSPRO), including user assistance, access management, troubleshooting, issue escalation, and coordination with business system owners. The IT Support Technician is not expected to serve as the ERP subject matter expert but will work closely with the Systems Business Analyst and end users to ensure effective support and business continuity.

The successful candidate will be service-oriented, technically strong, and comfortable supporting employees in a fast-paced manufacturing environment where responsiveness, accuracy, and business continuity are critical.

This position is based in Fremont, California and supports both the Fremont and Moorpark sites. Occasional travel between locations will be required based on business needs.

Key Responsibilities

• Provide day-to-day technical support for end users, including troubleshooting hardware, software, network, access, and connectivity issues.
• Install, configure, maintain, and support workstations, peripherals, network equipment, and other IT infrastructure.
• Support user onboarding and offboarding, including account setup, access changes, equipment preparation, and account termination.
• Monitor systems and infrastructure to ensure performance, security, and compliance standards are maintained.
• Work with the Network Administrator and broader IT team to assess hardware and software needs and recommend upgrades, improvements, or replacements.
• Support cybersecurity, access control, and system compliance requirements in accordance with company policies and applicable standards.
• Provide basic application support for SYSPRO, including user access management, troubleshooting, issue triage, and coordination with the Systems Business Analyst or other ERP subject matter experts.
• Assist users with ERP-related issues and support requests to ensure effective system utilization and business continuity.
• Document support requests, resolutions, system changes, and recurring issues to ensure accurate records and audit readiness.
• Educate users on system usage, IT policies, security expectations, and standard procedures.
• Prioritize and manage multiple support requests while minimizing downtime and disruption to the business.
• Provide occasional after-hours or on-call support as required by business needs.

Qualifications & Experience

• Associate's degree in Computer Science, Information Technology, or a related field preferred; equivalent experience may be considered.

• Approximately five years of experience in IT support, network maintenance, desktop support, or a similar technical support role.

• Strong troubleshooting skills across workstations, hardware, software, networking, and user-access environments.

• Working knowledge of Active Directory, Microsoft 365, Microsoft Exchange, and standard enterprise IT tools.

• Exposure to ERP systems such as SYSPRO, SAP, Oracle, Microsoft Dynamics, or similar manufacturing business systems is preferred.

• Experience supporting onboarding, offboarding, account management, and access-control processes.

• Ability to work effectively with both technical and non-technical users.

• Experience in a manufacturing, engineering, or regulated environment is preferred.

• Willingness to travel periodically between Fremont and Moorpark and provide occasional on-call or after-hours support when required.

Skills & Competencies

• Strong technical troubleshooting skills across hardware, software, network, and user environments.

• Proficiency in maintaining and supporting IT infrastructure, including workstations, network devices, and user environments.

• Ability to diagnose issues quickly and implement effective, timely resolutions to minimize downtime.

• Working knowledge of cybersecurity best practices and system compliance standards.

• Basic understanding of ERP systems and business process support within a manufacturing environment.

• Experience with user account management, onboarding/offboarding processes, and access control protocols.

• Ability to analyze system performance and recommend upgrades or improvements to hardware and software.

• Strong documentation skills for logging issues, maintaining system records, and ensuring audit readiness.

• Effective communication skills, with the ability to translate technical concepts for non-technical users.

• Ability to manage multiple support requests and prioritize tasks in a fast-paced, multi-site environment.

• Collaborative mindset with experience working alongside IT professionals, business system owners, and cross-functional teams.

Personal Attributes

• Hands-on, service-oriented approach with a strong commitment to end-user support and satisfaction.

• High level of accountability and ownership in resolving technical issues end-to-end.

• Detail-oriented with a focus on system accuracy, security, and compliance.

• Adaptable and resilient, with the ability to respond effectively to changing priorities and urgent issues.

• Strong problem-solver who remains calm and effective under pressure.

• Proactive mindset anticipates issues and takes preventative action where possible.

• Customer-focused, with patience and professionalism when supporting users of varying technical skill levels.

• Reliable and flexible, including willingness to be on-call and support after-hours needs when required.

• Team-oriented, building trust and credibility across technical and non-technical stakeholders.

Additional Information

This job description is not intended to be exhaustive, but rather to define the fundamental purpose, responsibilities, and requirements of the role. Employees may be asked to perform other reasonable and related duties as assigned by their manager.

G&H is committed to providing equal employment opportunities for all employees and applicants. The Company does not discriminate on the basis of gender, race, religion or belief, age, disability, sexual orientation, gender identity, protected veteran status, or any other characteristic protected by applicable law.

This position may involve access to items and technical data controlled under U.S. export control laws and regulations, including the Export Administration Regulations ("EAR") and the International Traffic in Arms Regulations ("ITAR"). To comply with U.S. export control requirements, G&H may need to assess whether candidates are "U.S. persons" as defined under the EAR and ITAR. Any related questions asked during the application process will be used for compliance purposes only.