We are seeking a proactive, hands-on IT Support Specialist to join our Global Service Delivery team. In this role, you will be one of two primary technicians responsible for supporting approximately 600 users across a multi-building campus. You will balance your time between high-touch onsite support for office and manufacturing environments and providing remote assistance to other locations when needed.
The ideal candidate thrives in fast-paced environments, moving between the front office and the manufacturing floor to ensure maximum uptime for our critical operations.
Responsibilities/skills:
- Onsite Support: Provide comprehensive hardware and software support for PCs, laptops, peripherals, and mobile devices across a large campus.
- Manufacturing Support: Troubleshoot and maintain specialized equipment on the production floor, including label makers, scanners, and industrial printers.
- Conference Technology: Set up, maintain, and troubleshoot Zoom Rooms or Microsoft Teams Rooms to ensure seamless collaboration.
- Ticketing & Documentation: Manage all incidents and requests via ServiceNow, ensuring strict adherence to SLAs and documenting solutions in the knowledge base.
- Lifecycle Management: Handle “IMAC” activities (Install, Move, Add, Change), including new hire setups, hardware refreshes, and equipment moves.
- Infrastructure Assistance: Support local site needs for core infrastructure, including basic networking and security troubleshooting (Active Directory, connectivity, etc.).
- Collaboration: Work closely with the BTS global organization to align local support with enterprise IT strategy and security policies.
Qualifications:
- Experience: 3+ years of related IT support experience, preferably in a manufacturing or industrial environment.
- Ticketing Systems: Proven experience with ServiceNow or a similar enterprise ITSM platform.
- Technical Proficiency:
- Strong knowledge of Active Directory and the Microsoft Office 365 suite (Outlook, Teams, etc.).
- Hardware troubleshooting for laptops, desktops, and various peripherals.
- Experience with Microsoft Endpoint Manager and Autopilot.
- Communication: Excellent verbal and written communication skills in English and Spanish are required to support our diverse workforce.
- Adaptability: Comfortable working on a manufacturing floor and traveling between buildings on-campus regularly.
- Physical Ability: Must be able to lift and carry computer equipment weighing up to 50 pounds and perform tasks under desks or in tight spaces.
This is a critical role where you act as the “face of IT” for our local operations. While this begins as a 6-month contract, we are looking for a long-term team member who is interested in converting to a permanent role based on performance.