IT Site Support Specialist

External Job Description

Purpose of the Role

The Plant IT Support Technician is a site-based technology role that bridges hands-on plant support and site technology leadership. This position is responsible for owning the daily health of plant IT/OT-enabled systems that support manufacturing operations, ensuring reliable operation of plant technology systems, coordinating escalations and vendors, and supporting small-to-medium technology and digital manufacturing initiatives.

Key Responsibilities

•  Provide advanced on-site support for plant hardware (PCs, printers, scanners, tablets/iPads, phones) and related peripherals.
• Troubleshoot connectivity issues and perform first-line network triage; collect evidence and coordinate rapid escalation/resolution.
• Support manufacturing applications (e.g., Titan, L2L) including troubleshooting, new user setups/access, and shop-floor user enablement.
• Own ticket lifecycle from initiation to closure, including documentation, prioritization, and stakeholder communication.
• Coordinate vendor service and Corporate IT support activities; ensure safe execution and minimal disruption to operations.
• Execute small-to-medium site technology changes (testing, training support, cutover coordination, hypercare).

 Required Qualifications

• Associate’s degree in information technology, Computer Science, MIS, Engineering Technology, or related field. Professional experience may be considered in lieu of formal education.
• 1–5 years of progressive IT/technology support experience required, including 1–2 years in a manufacturing/plant environment preferred.
• Demonstrated experience troubleshooting and supporting end-user computing, peripherals (printers/scanners), mobility devices, and shop-floor technology required.
• Experience with shop-floor and manufacturing applications, with capability to enable and train end users.
• Experience with ticketing systems, incident/problem management, and coordinating escalations with internal teams and vendors required.
• Experience supporting manufacturing applications (production/quality systems and shop-floor execution tools) preferred.
• Strong hands-on troubleshooting skills across end-user devices and peripherals in a manufacturing environment.
• Ability to perform first-line network triage and communicate effectively during escalations.
• Vendor coordination and cross-functional collaboration with Operations, Maintenance, Engineering, and Corporate IT.
• Experience supporting small-to-medium technology deployments, site cutovers, and end-user training/hypercare preferred.
• Working knowledge of basic networking and connectivity troubleshooting (LAN/Wi-Fi, switches, cabling, device connectivity) preferred.
• Exposure to OT/automation-connected systems and plant technology environments (without requiring PLC programming) preferred.

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