Information Technology Support Technician

Job Title: IT Support Technician

Type of Engagement: 6-month contract (Not open to 3rd party C2C consultants. Visa sponsorship is not available)

Work Location: Onsite position in Pleasant Prairie, WI

Essential Job Responsibilities:

• Provide on-site and remote technical support for end-user devices, specialized workstations, servers, network and telecommunications equipment, peripherals, and business-specific applications.
• Apply structured troubleshooting and help desk practices to diagnose technical issues, identify root causes, restore service, and escalate issues with complete and accurate technical information when necessary.
• Partner with end users, vendors, project teams, and the Site IT Leader to assess requirements and implement practical, scalable IT solutions, including solutions of moderate complexity.
• Support the installation, configuration, integration, and lifecycle management of manufacturing applications and associated IT infrastructure.
• Install, configure, support, and maintain standard, specialized, and customized applications, computers, and workstations used across business functions, manufacturing, laboratories, and Research & Development environments.
• Support wired and wireless network infrastructure, including switches, wireless access points, structured cabling, VoIP phones, and connectivity troubleshooting.
• Coordinate incident resolution, provide the appropriate level of support, and engage or escalate to specialized support teams when required.
• Communicate status, risks, business impact, and recovery expectations to stakeholders early and throughout the resolution process.
• Participate in service restoration and cross-functional support teams to restore services safely, quickly, and in accordance with established standards.
• Perform root cause analysis for recurring issues and recommend preventive actions, procedures, controls, and service improvements.
• Define and maintain clear support documentation, standard operating procedures, knowledge articles, and technical records.
• Act as a liaison between Corporate IT and site business or functional teams to promote compliance with cybersecurity requirements, architecture standards, policies, and enterprise initiatives.
• Proactively identify technology, reliability, support, and process improvement opportunities at assigned sites; plan and execute projects of limited duration and scope.
• Coordinate vendor activities for business-specific applications and infrastructure services, including implementation, support, and issue resolution.
• Participate in an on-call rotation and provide after-hours support for critical incidents, planned maintenance, and site needs as required.

TECHNICAL KNOWLEDGE AND SUPPORT RESPONSIBILITIES

End-User Computing and Collaboration

• Windows 7. 10 & 11 deployment, configuration, troubleshooting, patching, and lifecycle support.
• Microsoft 365 Apps, Microsoft Teams, SharePoint Online, and OneDrive support.
• Microsoft Intune or equivalent endpoint management experience, including device configuration, application deployment, compliance, and troubleshooting.
• Microsoft Entra ID fundamentals, including user, group, device, and access-related troubleshooting within approved support responsibilities.
• Support for laptops, desktops, high-performance workstations, mobile devices, printers, scanners, label printers, and meeting-room technology.
• Ticket review and trend analysis to improve responsiveness, identify recurring problems, and support service-level performance.

Infrastructure and Compute

• Windows Server administration and support, including file-share permissions, service monitoring, performance review, and basic troubleshooting.
• Server installation, rack-and-stack activities, commissioning, decommissioning, and coordination of hardware lifecycle work.
• Working knowledge of virtualization, backup and recovery, monitoring, and infrastructure security concepts.
• Ability to understand and integrate key components of the site environment, including networks, servers, endpoints, peripherals, and applications.

Network and Telecommunications

• Working knowledge of wired and wireless network architecture, TCP/IP, VLANs, DHCP, DNS, LAN troubleshooting, structured cabling, and IP telephony.
• Experience supporting enterprise switches and wireless access points. Familiarity with Ubiquiti or comparable network platforms is beneficial.
• Basic understanding of firewall concepts, static routes, access administration, and rule-review processes, with the ability to collaborate effectively with enterprise network and security teams.
• Manufacturing and Business Applications
• Experience supporting integrated desktop and server-based business applications. Experience applying these skills in a manufacturing environment is beneficial but not required.
• Perform initial troubleshooting of manufacturing- and operational-technology-related IT issues and coordinate escalation with engineering, controls, infrastructure, or vendor support teams as required.
• Familiarity with DELMIAWorks Manufacturing ERP, formerly IQMS, is beneficial.
• Ability to quickly learn and support unfamiliar business-specific, manufacturing, laboratory, analytical, engineering, and operational technology applications by applying established troubleshooting, documentation, and escalation practices.

Required Skills & Experience:

• Associate's or bachelor's degree in Information Technology, Computer Science, Engineering, or a related field, or equivalent relevant experience.
• Minimum of three years of progressive IT infrastructure, operations, or technical support experience.
• Strong knowledge of computer hardware, operating systems, peripherals, endpoint troubleshooting, and standard support practices.
• Effective written and verbal communication skills, with the ability to communicate clearly with end users, technical teams, vendors, and leadership.
• Strong troubleshooting, analytical, documentation, prioritization, and problem-solving skills.
• Demonstrated ability to assess existing support practices, identify improvement opportunities, and apply established IT standards to increase reliability, consistency, security, and supportability.
• Ability to manage multiple priorities, work collaboratively, and operate effectively in a fast-paced, technically diverse environment. The successful candidate must be comfortable supporting both office and production users.
• Ability to support executive-level users with professionalism, discretion, and urgency.
• Ability to travel to supported satellite locations and provide on-call or after-hours support as business needs require.

Big Bonus Points if you Have:

• Previous experience providing IT support in a manufacturing, distribution, laboratory, engineering, or other operational environment is beneficial but not required.
• Familiarity with Windows and Apple operating systems.
• Experience supporting iPhone, iPad, Android, and other mobile devices.
• Understanding of local and network printing, print servers, direct IP printing, barcode or label-printing technologies, and associated workflows.
• Basic understanding of Internet of Things and operational technology environments, including appropriate cybersecurity and network-segmentation considerations.
• Experience with IT service management practices, asset lifecycle management, change management, and knowledge management.
• Demonstrated ability to build productive cross-functional relationships and translate business needs into supportable technical solutions.