Information Technology Support Specialist - Confidential : Job Details

As a senior member of the IT support team, youll be the go-to expert for resolving complex technical issues and driving improvements in service delivery. Your role combines hands-on troubleshooting, team leadership, and proactive process enhancement.

What youll do as a Senior IT Support Specialist:

• Act as the highest escalation point for complex end-user issues across hardware, software, and enterprise applications.
• Lead initiatives to streamline service desk operations and boost user satisfaction.
• Guide and mentor junior support staff, helping them grow their technical and customer service skills.
• Diagnose, repair, upgrade, and distribute IT equipment including computers, printers, mobile devices, and peripherals.
• Collaborate with engineers to support office and shop floor applications tailored to business needs.
• Deliver training sessions to help employees use IT tools effectively.
• Prioritize tasks, manage your own schedule, and escalate issues when needed.
• Apply industry-standard procedures and explore new solutions to improve problem-solving.
• Liaise with external vendors to arrange support and service delivery.
• Use your experience and judgement to plan and complete complex tasks within deadlines.
• Maintain accurate records of IT assets, including inventory, storage, shipping, and upkeep.
• Move IT equipment between locations as required by staff.
• Take on additional duties as needed to support the team and business.

• Bachelors degree in information technology or related field or equivalent experience
• 10 to 15 years of experience in IT support, networking, and system administration
• Strong knowledge of Microsoft technologies, networking protocols, and ITIL practices
• Excellent troubleshooting, communication, and documentation skills
• Experienced with enterprise tools, cloud environments and platforms, virtualization (VMware, Hyper-V), and networking (TCP/IP, LAN/WAN, routers, switches, firewalls)
• Skilled in managing hardware like scanners, Zebra printers, time clocks, and data collection devices
• Proficient in software deployment, remote support, security, cloud storage, backups, and performance tuning
• Strong support for Windows, Mac, Office 365, Adobe Creative Cloud, and various end-user devices
• Works well independently and in global teams
• Fast learner, adaptable, and calm under pressure
• Excellent communication and customer service
• Creative problem-solver with a positive attitude
• Holds A+ and Network+; Security+ is a plus
• Manufacturing experience is beneficial
• Comfortable using ticketing systems and providing on-call support

• Move throughout the entire facility to attend to various issues
• Work effectively in teams across functional groups with strong communication skills and the ability to lead
• Able to lift equipment up to 40 lbs
• Perform sedentary work on various computer systems
• This Senior IT Support Specialist position is located on-site