Support Technician (Newberry, SC)

Job Description

This person will sit at the Newberry, South Carolina manufacturing site. The broader environment includes: 14K users across the U.S. 225 U.S. locations Presence across 15 countries 100+ PCs associated with the local environment Remote support responsibilities in addition to Newberry onsite support The primary application used at the Newberry location is proprietary, so they do not need to come in already knowing it. They will learn it once they start. What matters is how they react when that application has an issue. If it goes down, it can become critical because they are supporting an active production facility. Training / Support Structure Even though this will ultimately be a single-person onsite support role, they will not be thrown onto the island immediately. During the first month: Team members will rotate into Newberry to train them They will have access to the Teams chat with the other technicians They can lean on the Chattanooga technicians for support Other members of the team have supported Newberry previously, so there is institutional knowledge they can tap into The goal is still to find somebody who will eventually be comfortable owning the Newberry site day to day.

Skills and Requirements

1. Strong desktop / end-user support background Comfortable supporting PCs, users, hardware/software issues, and general troubleshooting Will be responsible for 100+ PCs locally while also supporting users remotely as needed Needs to be able to quickly triage issues, troubleshoot, problem solve, and determine when something needs to be escalated

2. Excellent communication & personality This is a big part of the requal. Must be articulate and able to explain what they know Needs to be able to “sell themselves” in the interview Should be able to answer: Why are you a good technician? What do you bring that another support tech may not? Needs to communicate comfortably with very different types of users Someone working directly on the assembly line/shop floor Someone working in finance or in the front office Looking for someone who can adjust their communication style depending on who they are helping Needs to be comfortable working independently and communicating proactively with the manager

3. Ability to work independently & respond with urgency There will be one person supporting the Newberry site If a critical application or system goes down, they cannot sit around waiting for someone to tell them what to do Need to immediately start triaging, problem solve, and communicate what is happening to the manager If they get stuck, expectation is essentially: call the manager, explain what is happening, and get help moving the issue forward They need someone who takes ownership instead of letting a ticket sit

4. Comfortable working onsite in a manufacturing/production environment Manufacturing plant experience would be extremely helpful This is very different from supporting a traditional corporate office Newberry has both front-office users and employees working on the shop floor They need to understand they will be physically working in a production environment Must be comfortable following site safety requirements, including wearing required PPE when necessary Microsoft Intune This should be high on the recruiter search criteria The team is moving into Intune and currently does not have an Intune expert Someone with real Intune experience would bring an additional capability to the team and would stand out significantly NICE TO HAVES ServiceNow / SNOW ticketing experience Previous manufacturing, warehouse, plant, or production-floor IT support Experience being the primary or sole onsite IT resource Experience supporting a combination of onsite and remote users

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].