Position Details

The Site IT provides hands-on technology support across manufacturing, laboratory, warehouse, and administrative environments. The role serves as a primary local point of contact for technology issues and helps maintain the availability, security, and reliability of end-user devices, plant-floor technology, network-connected equipment, and business applications.

The analyst works closely with plant leadership, Corporate IT, infrastructure, cybersecurity, application teams, engineering, quality, and Operational Technology (OT) personnel. The position balances responsive user support with the disciplined operational practices required in a production environment.

Key Responsibilities

End-User Support

• Provide first- and second-level support for desktops, laptops, mobile devices, printers, scanners, conference rooms, and approved peripherals.
• Troubleshoot hardware, software, operating system, connectivity, authentication, and standard business application issues.
• Support employee onboarding, transfers, and terminations, including device preparation, account coordination, access validation, and asset recovery.
• Configure, deploy, replace, and maintain computers and related equipment in accordance with enterprise standards.
• Support Microsoft 365, Teams, Outlook, and other approved productivity tools.

Manufacturing and Plant-Floor Technology Support

• Support manufacturing workstations, shared terminals, barcode scanners, label printers, rugged devices, and other production-area technology.
• Coordinate incident response for ERP, MES, LIMS, SCADA, historian, quality, maintenance, and other manufacturing-related applications, as applicable.
• Assist with the initial diagnosis of technology issues affecting production and engage the appropriate IT, application, OT, engineering, or vendor resources.
• Follow plant change-control, safety, validation, and production scheduling requirements when performing work in operational areas.
• Maintain clear escalation and communication during technology incidents that may affect plant operations.

Infrastructure and Connectivity

• Provide local hands-on support for switches, wireless access points, network closets, UPS devices, cabling, and other site infrastructure under the direction of central infrastructure teams.
• Perform basic TCP/IP, DNS, DHCP, wired, and wireless troubleshooting and document findings for escalation.
• Assist with site implementations, lifecycle upgrades, equipment moves, expansions, and planned maintenance activities.
• Help maintain accurate site diagrams, equipment records, support contacts, and recovery documentation.
• Participate in business continuity, disaster recovery, and site resilience exercises.

Cybersecurity and Compliance

• Follow enterprise cybersecurity standards, acceptable-use requirements, and site-specific procedures.
• Assist with endpoint protection, patching, vulnerability remediation, device compliance, and secure configuration activities.
• Escalate suspected security incidents promptly through established channels and preserve relevant information for investigation.
• Support audit, validation, and compliance evidence requests within the scope of the role.
• Promote security awareness and safe technology practices among site personnel.

Asset, Vendor, and Service Management

• Maintain accurate inventory, ownership, location, warranty, and lifecycle information for site technology assets.
• Coordinate equipment receiving, storage, assignment, replacement, return, and approved disposal.
• Manage incidents and service requests within defined priority, documentation, and service-level expectations.
• Create and maintain knowledge articles, standard operating procedures, troubleshooting guides, and site support documentation.
• Coordinate with technology vendors and service providers and validate that work is completed safely and as expected.
• Identify recurring issues, recommend improvements, and contribute to root-cause and problem-management activities.

Skills

Education & Experience

• Associate or bachelor’s degree in Information Technology, Computer Science, Engineering, or a related field preferred; equivalent education and relevant experience will be considered.
• Two to five years of IT support experience, preferably in a manufacturing, industrial, warehouse, laboratory, or regulated environment.
• Experience supporting Windows-based computers, Microsoft 365, user access, endpoint technologies, and standard enterprise applications.
• Working knowledge of network troubleshooting fundamentals, including TCP/IP, DNS, DHCP, Ethernet, and Wi-Fi.
• Experience using an IT service management platform such as ServiceNow, ManageEngine, or a comparable solution.
• Ability to document technical work clearly and communicate effectively with both technical and nontechnical audiences.

Preferred Qualifications

• Experience supporting plant-floor or Operational Technology environments.
• Familiarity with ERP, MES, LIMS, SCADA, historian, warehouse, quality, or maintenance systems.
• Understanding of cybersecurity controls, endpoint security, vulnerability remediation, and least-privilege access practices.
• Experience in a regulated environment and familiarity with applicable quality, safety, audit, or validation practices.
• CompTIA A+, Network+, Microsoft Fundamentals, ITIL Foundation, or similar certifications.