IT Customer Services- Desktop Support Technician

Join an on-site IT role supporting a manufacturing and engineering facility with advanced desktop, network, and systems troubleshooting.

Responsibilities

• Triages and resolves end-user IT problems submitted through helpdesk tickets, phone, or in-person support
• Provides first-line troubleshooting for desktops, laptops, printers, scanners, and other peripherals
• Owns escalated issues from Level 1 support with deeper troubleshooting for desktops, laptops, servers, printers, and specialized manufacturing and engineering peripherals
• Installs, configures, and upgrades hardware and software, including advanced operating systems and enterprise applications such as Microsoft Office 365
• Supports ERP and engineering software used by the facility, including SAP, CAD/CAM software, and simulation programs
• Diagnoses and resolves network issues involving LAN/WAN configurations, switches, routers, firewalls, and industrial control integrations
• Supports connectivity with PLC, SCADA, and IoT networks
• Performs proactive maintenance, including patch management, performance tuning, backup and recovery procedures, and security audits
• Sets up and maintains advanced audiovisual and collaboration systems for design reviews, virtual meetings, and training sessions
• Documents IT incidents, resolutions, configurations, and system changes in the ticketing system, contributing to knowledge base content
• Partners with Level 3 engineers, IT managers, and external vendors to resolve high-level issues and implement facility-wide IT projects
• Follows IT governance, cybersecurity best practices, data protection regulations, and manufacturing standards including ISO 9001 and NIST cybersecurity frameworks
• Trains and mentors Level 1 technicians and end-users on advanced tools, troubleshooting approaches, and security awareness
• Manages IT inventory and asset lifecycle, supporting procurement by evaluating and recommending hardware and software for manufacturing and engineering needs

Requirements

• High School Diploma or equivalent
• Minimum 8 years of prior relevant experience
• Alternative option: 2 years post-secondary/Associates Degree with a minimum of 4 years of prior related experience

Technologies

• Microsoft Office 365
• SAP
• CAD/CAM software
• PLC
• SCADA
• IoT
• LAN/WAN
• TCP/IP
• VLANs
• VPNs
• ServiceNow
• ERP systems
• MES (Manufacturing Execution Systems)

Job Schedule

• 9/80 schedule: 9 workdays in every 14 days (80 hours total)
• Every other Friday off

Preferred Additional Skills

• Advanced troubleshooting capability for hardware, software, and network issues
• Solid networking protocol knowledge including TCP/IP, VLANs, and VPNs plus cybersecurity fundamentals
• Experience with ServiceNow or similar ticketing systems, remote management tools, and monitoring software
• Familiarity with manufacturing technologies including ERP, MES, SCADA, and industrial automation
• Strong analytical and problem-solving skills with attention to detail
• Ability to communicate technical concepts to non-technical stakeholders
• Capability to work independently and collaboratively under pressure during production-critical situations
• Commitment to continuous learning and adapting to evolving technologies

Location: Malabar, FL (onsite)

Job Code: 45889