Summary:

The IT Support Administrator is a hands-on role responsible for providing end-user and system application support, and on-site support for all IT infrastructure. This role should provide prompt and friendly support, both in-person and using remote toolsets. Maintaining a comprehensive understanding of IT systems, to include manufacturing equipment as well as implemented applications, is key to success.

Essential Duties and Responsibilities

• Support end-users with IT-related issues in a responsive and service-oriented manner
• Serve as escalation point to Service Desk Team for application support
• Use of JIRA to track and document support incidents, requests, and project tasks
• Support prioritized business requests/changes for key applications
• Create and maintain reports using SQL Server Reporting Services
• Support and maintain databases using Microsoft Access
• Organize and maintain prioritized work needed from third party vendors/consultants as needed
• Install, maintain, and support manufacturing adjacent IT equipment and their integrations (dashboards, label printers, barcode scanners, iPads, embedded PC’s etc.)
• Troubleshooting of servers, PCs, phones, wireless, networking, and applications
• User provisioning and deprovisioning for new hires, transfers, and terminations
• Use of monitoring toolsets to ensure availability of systems and resources
• Installation/racking of hardware in MDF/IDF network closets
• Management and organization of IT inventory and assets
• Create and update documentation
• Assist in hardware/software setup
• After hours on-call responsibilities
• Travel to multiple sites locally (frequent) and out of state (rarely)
• Other assigned duties as necessary

Qualifications:

• 7+ years IT Support experience required
• 5+ years of administration experience in a Microsoft environment (Windows, Windows Server, O365, Azure/Entra, Active Directory, PowerShell, InTune, SSO/SAML, RDS Services, Exchange)
• 5+ years installing, supporting, troubleshooting, and maintaining client hardware (PC’s, servers printers, switches, and VoIP telephones)
• 3+ years supporting, troubleshooting, and maintaining LAN/WAN/WLAN networks
• 2+ years supporting, maintaining, and administering ERP systems - WorkWise preferred, AS400 experience a plus
• In depth knowledge of database support and architecture (Microsoft Access at minimum, SQL is preferred)
• Manufacturing environment experience preferred (familiarity with manufacturing process: receiving, raw materials, ordering, production, finished goods, shipping, etc.)
• Prior experience supporting CAD/CAM applications preferred (Acadia, Rhino, Siemens NX, AutoDesk Products, Solidworks, BobCAD, MasterCAM etc.)
• Excellent communication skills required – including telephone and email
• Ability to use instructions and pre-established guidelines to successfully problem solve

• Ability to work collaboratively within a team environment

Education and/or Experience:

• A associates degree from a two-year college or technical school is preferred, or equivalent experience
• Relevant IT certifications preferred

Language Skills: Ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to effectively present information to management.

Mathematical Skills: Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.

Reasoning Ability: Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.