Information Technology Support Engineer

Position Summary:

Our partner is a rapidly expanding B2B production company that delivers over one million custom marketing orders each year. Their operation runs on tightly integrated technology where uptime is critical, and onsite expertise is essential to keeping production moving without interruption. To strengthen that foundation, they are adding an IT Support Engineer who will serve as the primary technical owner on the production floor. In this role, you will be the onsite Windows and hardware expert within a loud, high-throughput environment, troubleshooting everything from domain join and Group Policy issues to endpoint connectivity challenges and device failures. Success in this environment requires the ability to quickly identify the root cause of issues and drive them to resolution with confidence and independence. This is a hands-on role built on trust, autonomy, and technical ownership.

Experience and Education:

• BS in Computer Science, Information Technology, Information Systems, or equivalent experience/field
• 3+ years supporting Windows endpoints in environments where downtime mattered
• Hands-on experience with domain-joined Windows devices in an on-prem or hybrid Active Directory environment
• Direct experience troubleshooting Group Policy application failures beyond basic administration
• Experience supporting hardware in a production, warehouse, manufacturing, or field environment
• Working knowledge of endpoint networking concepts in real troubleshooting scenarios
• Experience coordinating with third-party vendors to resolve Windows-based software or device issues
• Experience documenting fixes clearly in ticketing systems and or knowledge bases

Skills and Strengths:

• Windows 10
• Windows 11
• Active Directory
• Domain join
• Organizational Unit management
• Group Policy
• Windows Event Viewer
• Command-line diagnostics
• PowerShell
• Endpoint troubleshooting
• Hardware diagnostics
• Printer troubleshooting
• Device imaging
• Driver troubleshooting
• DHCP
• DNS
• IP conflict troubleshooting
• Switch port troubleshooting
• Vendor escalation management
• Technical documentation

Primary Job Responsibilities:

• Provide onsite support for Windows desktops and hardware across a production facility environment
• Troubleshoot Active Directory domain join issues and ensure devices are placed in the correct OUs
• Diagnose Group Policy processing problems, validate policy application, and resolve GPO failures
• Investigate endpoint connectivity issues by isolating whether the root cause is Windows, network, or device related
• Identify DHCP, DNS, and static IP conflict symptoms and drive fast resolution with the remote network team as needed
• Support and troubleshoot production workstations, printers, scanners, and related endpoint devices on the floor
• Partner with third party vendors when production software issues impact Windows machines, including log collection and reproduction steps
• Validate vendor provided fixes and document what actually resolved the issue for future prevention
• Produce clear, useful ticket notes and contribute lightweight KB articles that reduce repeat downtime
• Operate independently onsite while collaborating closely with remote server, network, and security teams
• Serve as the onsite “hands” for remote teams, performing physical checks, swaps, reboots, and confirmation steps during troubleshooting
• Help prepare and build out a new nearby facility, including cabling, workstation setup, device rollout, and standard configurations
• Support a production environment with multiple shifts, with rare after-hours response when offshore support cannot resolve a major incident
• Maintain a calm, service-oriented approach while working directly with production supervisors, operators, and warehouse staff
• Continuously improve reliability by spotting recurring issues and recommending practical preventative fixes