IT Support Technician
Role Overview
We are seeking a hands-on IT Support Technician to provide on-site technical support for our Southington, CT facility. This role serves as the primary point of contact for deskside and plant-floor IT support, managing a steady volume of tickets while providing responsive walk-up and operational support.
This position works as part of a distributed IT organization, collaborating closely with centralized teams and specialized resources (including ERP and infrastructure support), while owning local issue resolution and escalation.
Key Responsibilities
Deskside & End-User Support
- Manage and resolve incident and service requests through Freshservice
- Provide walk-up and on-the-floor support for office and plant users
- Troubleshoot software, operating system, and application issues
- Deliver a high level of customer-facing support in a fast-paced environment
Hardware & Device Support
- Support and maintain:
- Desktop PCs and laptops (deployment, break/fix, replacements)
- Printers (office and operational)
- Shop floor devices (scanners, kiosks, thin clients, and other specialized equipment)
- Conference room and AV systems
- Assist with hardware provisioning, replacements, and lifecycle management
Plant & Operational Support
- Provide responsive IT support for manufacturing and warehouse environments
- Work directly with plant personnel to minimize downtime impacting operations
- Support systems and endpoints that interact with ERP platforms, in coordination with ERP-focused resources
Microsoft & Endpoint Administration
- Perform basic administration and troubleshooting within Microsoft environments:
- User account support in Entra ID (password resets, access issues, license assignment)
- Troubleshooting Microsoft 365 applications
- Endpoint support using Intune (device enrollment, compliance, and access issues)
- Assist with basic Exchange Online support activities, such as:
- Mailbox access issues and permission troubleshooting
- Outlook connectivity and profile-related issues
- Basic message flow or delivery issue validation prior to escalation
- Partner with centralized IT teams for escalations and advanced configuration
Networking (Basic Troubleshooting)
- Perform initial network diagnostics, including:
- Identifying endpoint vs. network-related issues
- Basic connectivity testing (ping, cable checks)
- Supporting simple patching or physical troubleshooting
- Escalate networking issues to infrastructure partners after initial validation
Ticketing & Process Discipline
- Accurately document, update, and close tickets within Freshservice
- Maintain asset and configuration data in the CMDB where applicable
- Follow defined escalation paths and collaborate with distributed IT teams
Qualifications
Required
- ~4–6 years of IT support experience (flexible based on skill level)
- Strong hands-on troubleshooting experience across hardware and software
- Experience working within a ticketing system (Freshservice preferred)
- Proven ability to support end users in a deskside or on-site role
- Strong communication and customer service skills
- Ability to work independently and prioritize tasks in a dynamic environment
Preferred
- Experience in a manufacturing, warehouse, or plant environment
- Familiarity with:
- Microsoft Intune
- Entra ID (Azure AD)
- Microsoft 365 administration
- Basic Exchange Online support
- Basic networking knowledge (device connectivity, troubleshooting fundamentals)
- Experience supporting operational or shop floor IT equipment
- Exposure to ERP systems and plant operations
Key Traits for Success
- Highly visible and responsive to end users
- Comfortable supporting both office staff and plant operations
- Self-sufficient with strong problem-solving skills
- Able to triage effectively and escalate when needed
- Hands-on and adaptable in a mixed IT/operations environment
Work Environment
- Combination of office and manufacturing floor support
- Frequent movement throughout the facility
- Hands-on role requiring physical interaction with IT equipment