IT Support Technician II (Shift Rotations)

JOB SUMMARY

How Will You Make an Impact?

In this role as an IT Support Technician II, you will support both a new factory startup and an existing factory facility. You are expected to operate in a dynamic, fast-changing environment where systems, processes, and infrastructure are being established. You will play a hands-on role in site IT bring-up, support early production ramp activities, and work closely with IT leadership, facilities, vendors, and manufacturing teams during startup and steady-state operations.

Location: On-site - Byhalia, MS and Memphis, TN facilities

Shifts: Flexibility to work 1st, 2nd, 3rd, and Weekend shifts on a rotational basis 

What Will You Do?

Core Support Responsibilities
• Load and verify software packages
• Troubleshoot and resolve end-user issues
• Install and configure PCs and peripherals
• Resolve site-level incident management requests
• Populate Knowledge Database and Configuration Management Database where appropriate
• Emphasize management of queues and adherence to SLAs and KPIs
• Install and configure PCs (imaging)
• Troubleshoot basic issues with scanners (MES / SAP RF)
• Provide phone-based or remote support for offsite users
• Purchase software and hardware via PO process
• Administer user accounts using Active Directory
• Support mobile device enrollment, configuration, and basic troubleshooting (corporate smartphones and tablets)
• Provide maintenance and support of Audio/Visual equipment
• Perform baseline support for standard IT applications
• Monitor Service Desk queues and resolve tickets in a timely manner
• Install, identify, and repair hardware and peripheral components
• Simulate or recreate user issues to resolve operating difficulties
• Maintain inventory of computer parts and logs of repairs
• Provide training and technical assistance to users

Startup & Factory Ramp Responsibilities
• Support IT infrastructure and end-user readiness activities during factory build, commissioning, and early production ramp
• Assist with initial deployment of IT equipment, workstations, printers, scanners, and shared devices across office and manufacturing floor environments
• Operate effectively in a startup environment with evolving processes, incomplete documentation, and shifting priorities
• Work hands-on in factory, warehouse, and construction-adjacent environments as systems and work areas are brought online
• Support non-standard schedules, including extended hours or weekends, during critical startup and production milestones
• Partner closely with IT leadership, facilities, manufacturing engineering, and external vendors to resolve issues impacting startup timelines
• Identify gaps, risks, or recurring issues during ramp and proactively escalate or propose improvements

Continuous Improvement & Professional Expectations
• Participate in the exchange of ideas and information within the department
• Ask questions and encourage input from team members
• Provide regular updates to appropriate managers
• Identify creative ways to reduce cost and improve efficiency
• Drive continuous improvement through trend analysis and metrics
• Ensure procedures and work instructions are efficient and not redundant
• Demonstrate strong customer service and sense of urgency
• Maintain discretion and confidentiality of IT systems and data
• Understand and embrace business and IT strategic direction
• Follow all corporate, regional, and site security, safety, and health policies

How Will You Get Here?

Education & Experience

• High School diploma and 5-8 years of experience, or equivalent combination of education and experience

• Active Directory experience

• Experience troubleshooting network issues, VLAN's and VPNs
• Experience imaging new computer systems

• Experience with factory-floor shared devices - label printers & RF scanners

• Knowledge of Microsoft applications and utilities

• A+ certification desired

Preferred for Startup Environments
• Experience supporting manufacturing, factory floor, or warehouse IT
• Hands-on experience with new site deployments, refreshes, or large-scale rollouts

LANGUAGE & SKILL REQUIREMENTS
• Strong customer service and communication skills (verbal and written)
• Service-oriented attitude with sense of urgency
• Ability to work independently and prioritize based on business impact
• Time management and analytical troubleshooting skills
• Ability to understand basic network and system architecture
• Willingness to provide on-call support and adapt to startup demands

PHYSICAL REQUIREMENTS
• Prolonged use of computer equipment
• Ability to sit or stand for extended periods
• Ability to lift up to 25 lbs regularly and up to 50 lbs occasionally
• Frequent walking between office and manufacturing floor areas

WORK ENVIRONMENT
• Office and manufacturing floor environment
• Exposure to moderate noise levels
• Startup phase may include time spent in partially constructed or transitioning work areas