IT Support Specialist (Manufacturing Plant)
Role Overview
Serve as the primary on-site IT support resource for plant operations, ensuring uptime across systems that directly support production, logistics, and shop‑floor activities. This role focuses on hands‑on technical support, rapid issue resolution, and maintaining operational continuity in a fast‑paced manufacturing environment.
Key Responsibilities
Plant IT & Help Desk Support
* Act as the first point of contact for all plant IT issues (hardware, software, network, and user support)
* Provide Level 1 and Level 2 support for plant users including operators, supervisors, and plant leadership
* Troubleshoot and resolve issues related to:
o Workstations and laptops
o Printers and label printers
o RF scanners and barcode systems
o Shop‑floor terminals and production systems
* Support network connectivity issues (WiFi, wired connections, device access) in coordination with central IT
* Log, track, and manage incidents through the IT service management system and escalate when needed
* Provide support for production and logistics systems used on the shop floor
* Ensure uptime and functionality of real‑time production tracking systems and devices
* Assist with troubleshooting issues impacting:
o Production reporting
o Inventory movements
o Data capture from manufacturing equipment
* Support integration points between shop‑floor systems and backend applications
Light SAP / Application Support (De‑emphasized)
* Provide basic user support for SAP‑related transactions as needed (inventory, production confirmations, etc.)
* Help identify whether issues are user error, process gaps, or system‑related before escalation
* Coordinate with centralized SAP teams for advanced troubleshooting
User Support & Training
* Provide hands‑on support and guidance to plant personnel on IT systems and tools
* Assist with onboarding and basic training for new users
* Reinforce standard processes and improve user adoption of systems
* Act as the local IT liaison between plant operations and corporate IT teams
* Support system rollouts, upgrades, and on‑site deployments
* Identify recurring issues and recommend practical improvements to stability and efficiency
Required Experience
* 2–5 years of experience in IT support, help desk, or desktop support (manufacturing environment preferred)
* Experience supporting end‑user hardware, printers, and network connectivity
* Exposure to shop‑floor or industrial IT environments is a strong plus
Technical Skills
* Strong troubleshooting skills across:
o Windows environments
o Hardware and peripherals (printers, scanners, RF devices)
o Basic networking (connectivity, device setup, troubleshooting)
* Familiarity with IT service management tools (ticketing systems)
* Basic understanding of enterprise systems (SAP or similar ERP) preferred but NOT required
Professional Skills
* Strong communication skills with ability to support non‑technical users in a production environment
* Ability to operate under time‑sensitive, production‑critical conditions
* High ownership mindset with focus on fast resolution and minimizing downtime
* Comfortable working on‑site and supporting off‑hours when needed
* Fully on‑site at manufacturing plant
* May require on‑call or extended hours during production issues or system deployments
For positions requiring a federal security clearance, your clearance level must be clearly identified on your resume.
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