IT Support Technician II

Provide on-site IT support for manufacturing operations by troubleshooting incidents and service requests for end users and corporate systems.

Responsibilities

• Manage Active Directory administration
• Handle incoming incidents and service requests for computer systems, software, hardware, and infrastructure (in-person, with occasional remote support)
• Troubleshoot Cisco VPN connectivity issues
• Remediate and minimize anti-virus threats
• Use ServiceNow for ticket management and resolution workflows
• Support remote connection and utilization as needed for issue resolution
• Perform imaging and deployments using USB and/or PXE server(s)
• Support asset lifecycle management tasks
• Provide browser support across Internet Explorer (IE), Chrome, Safari, and related options
• Install and configure software packages and security software
• Troubleshoot and install printers and drivers
• Support IPT based Telephony Device Management and deployment/configuration of standard IP telephony
• Provide limited support for Mac OS and Mac hardware
• Manage hardware ordering and inventory
• Offer limited support for corporate mobile devices
• Troubleshoot and support standard IP telephony components and devices
• Engage with vendors as needed and participate in IT projects
• Coordinate customer scheduling and follow-ups
• Perform end-user equipment moves (disconnect/reconnect)
• Collaborate with cross-team partners and support other IT groups
• Support 24/7 Manufacturing Operations, including potential on-call coverage
• Maintain documentation/records management
• Onboard and train new hires
• Provide conference room support
• Complete Smart-Hands tasks/functions to physically assist other IT teams

Requirements

• Proficient in time management and task prioritization
• Advanced-level English communication skills
• Strong organizational and planning skills with the ability to handle changing priorities
• Excellent communication and interpersonal skills
• Self-starter mindset with ability to work effectively in a team environment and motivate others
• Ability to perform hardware and software installation, troubleshooting, and support
• Basic Smart Hands and network configuration knowledge

Technologies

• Microsoft-based applications and Windows: Windows 7, Windows 10, Windows 11
• MS Office suites: 2010, 2013, 2016, O365
• Microsoft and 3rd party cloud applications
• Active Directory
• Cisco VPN
• Anti-virus
• Browsers: Internet Explorer (IE), Chrome, Safari
• ServiceNow
• IPT based Telephony Device Management
• Standard IP telephony
• Security software
• USB/PXE server(s)
• Mac OS

Preferred skills

• Associate degree preferred
• Active Directory administration experience
• Experience with imaging and deployment servers
• Basic knowledge management skills

Preferred certifications

• CompTIA IT Fundamentals
• CompTIA A+
• CompTIA Cloud+
• CompTIA Mobility+
• CompTIA Network+
• CompTIA Server+

Benefits

• Company-wide bonuses and long-term incentives
• 100% company-paid pension benefit with fixed contributions
• Matching contributions to your 401(k) savings plan
• Medical, dental, vision
• Paid parental leave
• Family building support
• Fitness
• Company-paid life insurance
• Disability
• Disease management programs
• Paid time off
• Employee Assistance Program (EAP)
• Recognition program

Role purpose

• Provide technical assistance and support for incoming service requests/incidents tied to computer systems, software, hardware, and infrastructure
• Support is performed in-person and may be remote at times at a manufacturing facility
• May require availability for on-call 24/7 coverage
• Apply judgment and internal training to accurately identify, diagnose, resolve, or route tickets according to documented processes

Location: Christiansburg, VA, US (onsite)
Salary: USD 48,691 - 66,951 per yearly
Nearest major market: Blacksburg
Nearest secondary market: Virginia