IT Support Technician

Job Description

A mid-sized plastics manufacturing company is seeking a highly skilled IT Support Technician to join their team! This individual provides hands-on end-user, infrastructure, application, and manufacturing technology support for the Pleasant Prairie site and designated remote locations. The role applies strong troubleshooting and service-delivery practices across office and production environments and partners with site leadership, business teams, Corporate IT, vendors, architects, and service providers to deliver secure, reliable, and supportable technology solutions. This is a 6 month contract opportunity with the possibility of conversion and requires 5 days a week onsite in Pleasant Prairie, WI. Key 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.

Skills and Requirements

• 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

• 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.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [email protected].