IT Support Specialist

IT Support Specialist

We are seeking a versatile and proactive IT Support Specialist to provide comprehensive technical assistance across our diverse workforce, including on-campus office staff, a distributed remote team, and our manufacturing production personnel. Reporting directly to the IT Manager, you will be responsible for ensuring seamless technology operations for information workers and production-line employees alike.

The ideal candidate is a strong communicator who can pivot between high-level software troubleshooting for remote professionals and hands-on hardware support within a fast-paced manufacturing environment. In addition to technical support, this role involves maintaining an organized inventory of our hardware and software resources to ensure our team is always equipped and ready to work.

Technical Support

• Provide Tier 1 and Tier 2 technical support for laptops, desktops, mobile devices, and peripherals.
• Provide support to field sales employees.
• Deliver high-quality remote troubleshooting via phone, chat, and remote desktop tools for off-site employees.
• Administer and support cloud-based collaboration tools, including Microsoft 365, Teams, and VPN connectivity.
• Facilitate onboarding and offboarding, including account provisioning and hardware imaging.

Manufacturing Operations Support

• Provide on-site technical support for manufacturing/warehouse shop-floor workstations, barcode scanners, and label printers.
• Troubleshoot connectivity and hardware issues for systems integrated into the production line to minimize operational downtime.
• Collaborate with production leadership to perform hardware maintenance and upgrades with minimal disruption to manufacturing schedules.

Asset Coordination & Inventory

• Maintain an accurate and up-to-date inventory of all IT assets, including hardware, software licenses, and peripherals.
• Track the assignment and location of equipment for both on-campus and remote employees to ensure accountability.
• Assist with the procurement, setup, and deployment of new hardware, as well as the secure decommissioning of older equipment.
• Coordinate the shipping and receiving of IT equipment for remote staff, ensuring devices are properly tracked during transit.
• Perform periodic audits of equipment in storage and on the production floor to keep inventory records up to date.

Systems & Infrastructure Maintenance

• Manage user identities, permissions, and security groups within Active Directory and Azure AD.
• Assist in the management of mobile devices and endpoints using MDM solutions like Microsoft Intune.
• Develop technical documentation and user-facing "how-to" guides to improve first-call resolution and self-service.

Qualifications

• Proven experience in a technical support role.
• Strong proficiency in Windows 10/11, Microsoft 365 administration, and remote support technologies.
• Experience supporting industrial or enterprise software, such as ERP or MES platforms, is highly desirable.
• Strong organizational skills with a focus on maintaining accurate records and documentation.
• Excellent interpersonal skills with the ability to support both office-based professionals and production staff.

Education/Experience

• Associate degree in information technology, Computer Science, or a related field preferred.
• 3+ years of experience in corporate level IT support (helpdesk) role preferred.
• Stable work history and employment background.
• CompTIA, A+ certification preferred.

About Hamilton

• Diverse portfolio of exciting and innovative design projects
• Tremendous opportunities for professional growth and advancement
• Commitment to sustainable design
• Competitive Compensation
• Excellent Benefit Package (medical, dental, vision insurance, paid vacation time, paid sick time, disability insurance, 401k, tuition reimbursement and much more)
• Solid Stable Company
• Drug free workplace.