Technical Support Specialist

Job Description

Job Description

SUMMARY: The Technical Support Specialist provides day-to-day IT support to the organization, with a primary focus on end-user support. This role will also contribute to server, network, and infrastructure tasks as needed. The ideal candidate is a self-motivated IT generalist who proactively identifies and resolves issues and takes initiative in supporting users and internal IT projects. The Technical Support Specialist will be regularly visible on the production floor and around operational equipment.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Create and work trouble tickets in the helpdesk queue, with an emphasis on responsiveness to the end users.
• Perform daily walk throughs of the facility to ensure key components are functioning properly and to interface with users on any new issues that may need to be addressed
• Troubleshoot issues, execute a course of action, test the issue to see if it is resolved, and reply back to the customer with the results
• Overcommunication to users on progress, status and next steps
• Basic server administration (Understanding errors, restarting of services, etc)
• Maintain working knowledge of all proprietary tools and systems
• Perform network and security monitoring
• Ability to help users resolve client-side issues as well as understand and document systems/network issues for escalated troubleshooting
• Maintain inventory of equipment, software, licenses, etc.
• Document IT related procedures
• Respond to end-users (customers) in a timely manner
• Work closely with Engineering, Operations, and Quality teams to support specialized hardware/software or manufacturing systems (e.g., MES, ERP, CAD/CAM tools)
• Provide Tier 1–2 support for shop floor and OT (Operational Technology) devices and systems
• VIP priority support
• Install/Move/Add/Change Computers and other Peripherals
• New User Provisioning
• User role permission modifications
• Employee Exit Processing
• Large Printer/Copier Troubleshooting
• Corporate Cell Phone Troubleshooting
• Operating System and application Troubleshooting
• Occasionally run & crimp network cables
• Training End users on use of technology, and best practices
• Provide users with the technology tools, guidance, and accessories they need to be successful in their jobs.
• Submit new KB articles for solved items that do not have one
• Support IT projects and internal initiatives as directed by Infrastructure Manager.
• Uphold the company core values
• Other duties as assigned

SUPERVISORY RESPONSIBILITIES: This position has no supervisory responsibilities.

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Successful accomplishment of duties and responsibilities may require the following:

• Must have the knowledge and experience necessary for the position.
• Must be able to follow instructions and procedures and work with minimal supervision.
• Excellent customer service skills
• Excellent written and verbal communication skills
• Strong communication skills with ability to explain technical concepts in user-friendly terms
• Ability to prioritize multiple tasks in a dynamic manufacturing environment
• A high level of professionalism and discretion when handling sensitive or regulated data
• Ability to work both independently and within a team
• Strong troubleshooting and problem-solving ability

EDUCATION and/or EXPERIENCE:

• 2+ years of experience in an IT support or helpdesk role
• Education
  1. High School Diploma or equivalent
  2. CompTIA A+, Network+, or equivalent certifications preferred
• Experience supporting Windows environments (Windows 10/11, Server 2016+)
• Basic networking knowledge (DNS, DHCP, VPN, etc.)
• Familiarity with Active Directory and Microsoft 365
• Ability to lift 40 pounds and work in varied manufacturing environments
• Experience working in a manufacturing or light industrial setting a plus.

LANGUAGE SKILLS: Ability to speak and understand basic safety and manufacturing instructions.

MATHEMATICAL SKILLS: Ability to add and subtract two-digit numbers. Ability to multiply and divide with 10’s and 100’s.

REASONING ABILITY: Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.

CERTIFICATES, LICENSES, REGISTRATIONS: Authorization to work in the United States. To conform to U.S. export control regulations, you should be eligible for any required authorizations from the U.S. Government.

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to stand, walk, and hear. The employee frequently is required to use hands and fingers; handle, feel, and reach with hands and arms. The employee is occasionally required to sit; climb or balance; stoop, kneel, crouch, or crawl; and smell. The employee must frequently lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this position, the employee is regularly exposed to moving mechanical parts. The employee may be exposed to hot and/or cold work environments, chemicals, fumes or airborne particles, loud noises, risk of electrical shock and vibration and/or other occupational hazards; personal protective equipment may be required.

NOTE: This job description identifies the general nature and scope of work to be performed. Vitesse Systems, LLC. reserves the right to revise all or any part of this job description and to add or eliminate essential job functions at any time. Designation of any job duty as an essential function is not intended as an assurance or guarantee that a team member has any right to perform the particular job duty, except as required by Vitesse Systems Inc. This job description is subject to change based on the needs of the position and/or the company.

Vitesse Systems, LLC performs work controlled by the International Traffic in Arms Regulations (ITAR) and Export Administration Regulations (EAR). These statutes require the protection of technical data and products. The regulations require that such data not be disclosed in written, oral, or visual form to any foreign national without prior export authorization from the Department of State. A foreign national is defined by the U.S. Government under EAR 734.2(b)(2)(ii) and 8 USC 110 (a)(20) as one who:

• Is not a United States citizen
• Is not lawfully admitted for permanent residence in the U.S.
• Does not have politically protected status (embassy, refugee, or asylum)