IT Support Technician

Role Overview

We are seeking a hands-on IT Support Technician to provide on-site technical support for our Southington, CT facility. This role serves as the primary point of contact for deskside and plant-floor IT support, managing a steady volume of tickets while providing responsive walk-up and operational support.

This position works as part of a distributed IT organization, collaborating closely with centralized teams and specialized resources (including ERP and infrastructure support), while owning local issue resolution and escalation.

Key Responsibilities

Deskside & End-User Support

• Manage and resolve incident and service requests through Freshservice
• Provide walk-up and on-the-floor support for office and plant users
• Troubleshoot software, operating system, and application issues
• Deliver a high level of customer-facing support in a fast-paced environment

Hardware & Device Support

• Support and maintain:
• Desktop PCs and laptops (deployment, break/fix, replacements)
• Printers (office and operational)
• Shop floor devices (scanners, kiosks, thin clients, and other specialized equipment)
• Conference room and AV systems
• Assist with hardware provisioning, replacements, and lifecycle management

Plant & Operational Support

• Provide responsive IT support for manufacturing and warehouse environments
• Work directly with plant personnel to minimize downtime impacting operations
• Support systems and endpoints that interact with ERP platforms, in coordination with ERP-focused resources

Microsoft & Endpoint Administration

• Perform basic administration and troubleshooting within Microsoft environments:
• User account support in Entra ID (password resets, access issues, license assignment)
• Troubleshooting Microsoft 365 applications
• Endpoint support using Intune (device enrollment, compliance, and access issues)
• Assist with basic Exchange Online support activities, such as:
• Mailbox access issues and permission troubleshooting
• Outlook connectivity and profile-related issues
• Basic message flow or delivery issue validation prior to escalation
• Partner with centralized IT teams for escalations and advanced configuration

Networking (Basic Troubleshooting)

• Perform initial network diagnostics, including:
• Identifying endpoint vs. network-related issues
• Basic connectivity testing (ping, cable checks)
• Supporting simple patching or physical troubleshooting
• Escalate networking issues to infrastructure partners after initial validation

Ticketing & Process Discipline

• Accurately document, update, and close tickets within Freshservice
• Maintain asset and configuration data in the CMDB where applicable
• Follow defined escalation paths and collaborate with distributed IT teams

Qualifications

Required

• ~4–6 years of IT support experience (flexible based on skill level)
• Strong hands-on troubleshooting experience across hardware and software
• Experience working within a ticketing system (Freshservice preferred)
• Proven ability to support end users in a deskside or on-site role
• Strong communication and customer service skills
• Ability to work independently and prioritize tasks in a dynamic environment

Preferred

• Experience in a manufacturing, warehouse, or plant environment
• Familiarity with:
• Microsoft Intune
• Entra ID (Azure AD)
• Microsoft 365 administration
• Basic Exchange Online support
• Basic networking knowledge (device connectivity, troubleshooting fundamentals)
• Experience supporting operational or shop floor IT equipment
• Exposure to ERP systems and plant operations

Key Traits for Success

• Highly visible and responsive to end users
• Comfortable supporting both office staff and plant operations
• Self-sufficient with strong problem-solving skills
• Able to triage effectively and escalate when needed
• Hands-on and adaptable in a mixed IT/operations environment

Work Environment

• Combination of office and manufacturing floor support
• Frequent movement throughout the facility
• Hands-on role requiring physical interaction with IT equipment