IT Support Specialist

We’re ALTEN Technology USA, an engineering company helping clients bring groundbreaking ideas to life—from advancing space exploration and life-saving medical devices to building autonomous electric vehicles. With 3,000+ experts across North America, we partner with leading companies in aerospace, medical devices, robotics, automotive, commercial vehicles, EVs, rail, and more.

As part of the global ALTEN Group—57,000+ engineers in 30 countries—we deliver across the entire product development cycle, from consulting to full project outsourcing.

When you join ALTEN Technology USA, you’ll collaborate on some of the world’s toughest engineering challenges, supported by mentorship, career growth opportunities, and comprehensive benefits. We take pride in fostering a culture where employees feel valued, supported, and inspired to grow.

We are looking for an experienced IT Support Specialist to provide onsite support for manufacturing and shop floor operations in Kinston, North Carolina. This role serves as the critical link between shop floor users and Digital support organizations, ensuring efficient incident management, request coordination, and proactive user support.

The specialist will focus primarily on supporting industrial and manufacturing applications, machines, tooling systems, and Digital for Operations (DO) solutions. While not primarily responsible for technical resolution, the role plays a key part in incident triage, escalation management, user assistance, ServiceNow administration, and continuous improvement initiatives.

Responsibilities

• ProvideonsiteITsupportpresenceacrossproductionandmanufacturingareas.

• Buildstrongworkingrelationshipswithproduction,quality,logistics,andmanufacturingteams.

• ConductregularGembawalkstoidentifyoperationalissuesandimprovementopportunities.

• ServeastheprimarypointofcontactforshopfloorusersrequiringDigitalsupportassistance.

• AssistuserswiththesubmissionofincidentsandservicerequestswithinServiceNow.

• Createandmanageaccessrequests(RITMs)onbehalfofusers.

• Performincidenttriageandrouteticketstotheappropriateresolvergroups.

• Monitor,track,andfollowuponincidentsandservicerequeststhroughresolution.

• Ensureticketquality,accuracy,andcompletenesswithinServiceNow.

• Escalatecriticalproduction-impactingissueswhenrequired.

• UtilizeServiceNowextensivelyforincidentmanagementandrequestfulfillment.

• Researchandleverageknowledgearticlestosupportusersandimprovetickethandling.

• Maintainaccurateticketdocumentationandstatusupdates.

• Supportdatacleansingandqualityimprovementeffortswithintheticketingenvironment.

• Providebasictroubleshootingandsupportformanufacturingapplications,industrialsolutionsplatforms,shopfloorhardware,end-usersoftwareissues,andmachineandtooling-relatedIT/OTapplications.

• Identifyrecurringissuesandrecommendpreventiveactions.

• ApplyPracticalProblemSolving(PPS)methodologies.

• Analyzeincidenttrendsandidentifyrecurringpatterns.

• Recommendprocessimprovementsaimedatreducingincidentvolume,improvingMeanTimeToResolution(MTTR),andenhancinguserexperience.

• Participateinmonthlyoperationalreviewsandperformancereporting.

Qualifications

• Highschooldiplomaorequivalentrequired.

• Associate'sorBachelor'sdegreeinInformationTechnology,ComputerScience,Engineering,orarelatedfieldpreferred.

• Experiencesupportingmanufacturing,production,orindustrialenvironments.

• StrongunderstandingofITServiceManagement(ITSM)processes.

• ExperienceusingServiceNoworacomparableticketingplatform.

• Strongcustomerserviceandcommunicationskills.

• Abilitytoworkindependentlyinafast-pacedmanufacturingenvironment.

• Experiencemanagingticketqueues,servicerequests,andescalations.

• Experiencesupportingaerospace,automotive,orindustrialmanufacturingoperationspreferred.

• Knowledgeofshopfloortechnologiesandindustrialapplicationspreferred.

• ExposuretoIT/OTenvironmentspreferred.

• FamiliaritywithITILprinciplesandincidentmanagementbestpracticespreferred.

• PracticalProblemSolving(PPS),LeanManufacturing,orContinuousImprovementexperiencepreferred.

• Understandingofmanufacturing,logistics,quality,andproductionbusinessprocessespreferred.

• DemonstratedexpertiseinServiceNow,incidentmanagementandtriage,customersupport,stakeholderengagement,rootcauseanalysis,problem-solving,technicaldocumentation,andprocessimprovement.

• Strongorganizational,prioritization,andfollow-upskills.

• ExcellentverbalandwrittenEnglishcommunicationskills.

• MustbeaU.S.Citizen

• Abilitytoworkunderexportcontrolregulations.

• Abilitytocomplywithconfidentiality,security,andcompliancerequirements.

• AbilitytoworkonsiteinKinston,NorthCarolinawithinamanufacturingandindustrialenvironment,includingsignificantshopfloorinteractionandwalking.

The actual salary offered is dependent on various factors including, but not limited to, location, the candidate’s combination of job-related knowledge, qualifications, skills, education, training, and experience.

Note: Due to the nature of the work, only US Citizens need apply for this position.

All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, age, genetic information, or pregnancy.

Please beware of job seeker scams and see this important notice (https://www.alten.com/careers/job-offers/) on our careers page for more information about our recruiting process.

Compliance Notice: Alten USA is a federal contractor subject to the requirements of the Vietnam Era Veterans’ Readjustment Assistance Act (VEVRAA) and Executive Order 11246. We are an Equal Opportunity Employer and consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Drug Screening Requirement: As a federal contractor, Alten USA maintains a drug-free workplace. All candidates selected for employment will be required to successfully complete a pre-employment drug screening as a condition of hire.