L2 Desktop Support

Job Description

IT Support Technician

Location: Sioux Falls, SD
Employment Type: Full-Time, Direct Hire
Work Arrangement: 100% On-Site

Position Overview

We are seeking a hands-on, customer-focused IT Support Technician to serve as the primary on-site IT resource at a manufacturing facility in Sioux Falls, SD. This position is responsible for providing day-to-day technical support, troubleshooting hardware and software issues, supporting network connectivity, and collaborating with an external Managed Service Provider (MSP).

The ideal candidate has a strong background in IT support, networking, Microsoft 365 environments, and IT ticketing or MSP operations. Experience supporting manufacturing environments, ERP systems, or other business-critical applications is highly desirable.

This is an excellent opportunity for a technically well-rounded IT professional who enjoys solving problems, taking ownership of support requests, and working independently in a fast-paced environment.

Key Responsibilities

IT Support & Troubleshooting

• Provide hands-on desktop, help desk, and end-user technical support across office and manufacturing environments.

• Diagnose and resolve hardware, software, operating system, printer, and mobile device issues.

• Support users within a Microsoft 365 environment, troubleshooting common application, access, and connectivity issues.

• Serve as the primary on-site point of contact for IT-related requests and technical issues.

• Deliver responsive, professional customer service while managing multiple support priorities.

Networking & Infrastructure

• Troubleshoot network connectivity issues involving wired and wireless networks.

• Assist with troubleshooting switches, firewalls, and network infrastructure.

• Support Cisco Meraki networking equipment and related connectivity issues.

• Troubleshoot mobile devices and technology used throughout the manufacturing floor.

• Coordinate with external technical resources to resolve more complex infrastructure issues.

MSP Collaboration & IT Ticketing

• Work closely with the company's Managed Service Provider (MSP) to troubleshoot, escalate, and resolve technical issues.

• Manage and prioritize incoming support requests using established IT ticketing and escalation practices.

• Track issues through resolution and maintain accurate technical documentation.

• Help improve internal IT support processes, ticket management, and troubleshooting procedures.

• Coordinate with software vendors and external support teams as needed.

Manufacturing Systems & Business Applications

• Support technology and business-critical applications used in a manufacturing environment.

• Assist with troubleshooting ERP-related issues, application integrations, and operational workflows.

• Investigate technical issues involving interconnected systems, data, and business processes.

• Collaborate with production, operations, and administrative teams to minimize technology-related disruptions.

• Support specialized software applications, including Autodesk and Revit, as needed.

Required Qualifications

• Previous professional experience in IT support, desktop support, help desk, or an MSP environment.

• Strong troubleshooting skills across PCs, hardware, software, and end-user technology.

• Experience supporting or troubleshooting Microsoft 365 applications and environments.

• Solid understanding of networking fundamentals, including TCP/IP, DNS, DHCP, wired/wireless connectivity, switches, and firewalls.

• Experience working with IT ticketing systems, incident management, prioritization, and escalation procedures.

• Ability to independently diagnose technical issues and determine when additional support or escalation is needed.

• Strong communication, customer service, and problem-solving skills.

• Comfortable serving as the primary on-site IT resource while collaborating with an external MSP.

Preferred Qualifications

• Experience providing IT support in a manufacturing, industrial, or production environment.

• Familiarity with ERP systems, business applications, or manufacturing workflows.

• Experience troubleshooting Cisco Meraki networking equipment.

• Previous experience working for or closely collaborating with a Managed Service Provider (MSP).

• Understanding of how ERP systems, business processes, and data integrations work together.

• Experience supporting Autodesk, Revit, or similar technical applications.

• Exposure to Microsoft Copilot, AI productivity tools, or other emerging technologies.

• Familiarity with CMMC or Controlled Unclassified Information (CUI) requirements.