IT Service Desk Specialist

Job Title: IT Support Specialist (Manufacturing & Plant Operations)

Role Overview
We are seeking a motivated and customer-focused IT Support Specialist to join our technology support team at a major manufacturing and chemical processing facility. In this role, you will serve as the primary technical point of contact for plant personnel, resolving Level 1 and Level 2 incidents, provisioning end-user hardware, and ensuring high-availability IT operations across a fast-paced industrial environment.

This is a hands-on, on-site support role for a proactive go-getter who excels at troubleshooting hardware, software, and peripheral issues while adhering to strict service level agreements (SLAs). You will manage incident queues within ServiceNow, deploy configurations via Microsoft Intune, and help drive continuous improvement across plant technology systems. If you have a strong background in enterprise IT support and experience working in manufacturing environments, we want to hear from you.

Key Responsibilities
Incident Resolution & Service Delivery
• Tier 1/2 Support: Resolve Level 1 and Level 2 incidents and fulfill service requests received via phone, email, walk-ups, and self-service portals in accordance with strict SLA targets.
• Ticket Management: Monitor, track, and manage open support tickets in ServiceNow, ensuring accuracy, urgency, and timely problem resolution.
• Client Communication: Deliver exceptional, customer-centric support and technical guidance to end-users across all levels of the plant.

End-User Computing & Asset Management
• Device Provisioning: Provision, configure, and maintain end-user computing hardware (desktops, laptops, mobile devices) and peripherals in accordance with IT policies.
• Platform Administration: Utilize Microsoft Intune and modern endpoint management tools to deploy software packages, security patches, and configurations.
• Asset Lifecycle: Track and manage both physical and logical IT assets throughout their lifecycle, maintaining compliance with corporate asset management policies.

Documentation & Continuous Improvement
• Knowledge Base: Create and maintain a robust document repository of fixes, installation procedures, technical tips, and standard operating processes.
• Technology Implementation: Identify, research, and assist with the rollout of new workplace technologies and continuous improvement initiatives.
• Escalation Management: Escalate complex technical incidents to specialized IT operations resources following established escalation pathways.

Qualifications & Requirements
Minimum Qualifications
• Experience Baseline: Proven professional experience in a technology support, help desk, or desktop engineering role.
• Technical Mastery:
oStrong knowledge of Microsoft-based operating systems (Windows 10/11) and Office 365 environments.
oHands-on experience with ServiceNow (or equivalent ITSM ticketing platforms) and Microsoft Intune.
oDemonstrated experience supporting an operational technology (OT) or heavy manufacturing/chemical plant environment.
• Core Competencies: Excellent interpersonal, communication, and presentation skills; ability to work independently, make sound decisions, and champion process standardization.

Preferred Attributes
• CompTIA A+ certification or equivalent technical credentials.
• Familiarity with ITIL framework and HDI Incident Management best practices.
• Working knowledge of Wintel client/server technologies, Cisco networking fundamentals, enterprise anti-virus, security policies, and BitLocker encryption.

Equal Opportunity Employer / Disabled / Protected Veterans

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For temporary assignments lasting 13 weeks or longer, AllSTEM Connections is pleased to offer major medical, dental, vision, 401k and any statutory sick pay where required.

We are committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the employment process, please contact your staffing representative who will reach out to our HR team.

AllSTEM Connections participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program.

We also consider for employment qualified applicants regardless of criminal histories, consistent with legal requirements, including, if applicable, the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance. Pursuant to applicable state and municipal Fair Chance Laws and Ordinances, we will consider for employment-qualified applicants with arrest and conviction records, including, if applicable, the San Francisco Fair Chance Ordinance. For Los Angeles, CA applicants: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

Additional Skills

(none specified)


AllSTEM Representative Contact Info

Account Executive:


Nichols


Branch Phone:


View phone number on click.appcast.io


Location:


Ontario, CA