Contracted IT Senior Support Specialist

Job Title 

Contracted IT Senior Support Specialist

Job Description

About the Role

We are looking for a proactive and technically adept IT Senior Support Specialist – Manufacturing Operations to lead and support IT operations across our manufacturing plant footprint. This role plays a critical part in scaling our manufacturing technology infrastructure, and in delivering a seamless customer experience by ensuring plant hardware, software, and network systems are functional and responsive. The ideal candidate is hands-on, highly responsive and passionate about problem-solving in a fast-paced manufacturing plant environment.

Note:  This is a seasonal position which will go through until the end of December.

Key Responsibilities

Manufacturing Operations IT Infrastructure Management

• Provide day-to-day technical support to manufacturing plant staff across multiple locations remotely and/or on-site when necessary.

• Monitor and maintain plant network connectivity, Wi-Fi access and VoIP systems to minimize downtime

• Troubleshoot and resolve issues related to all hardware, software, printers, barcode scanners, phone systems and other plant devices, including Patriot, Gunnar and Zund CNCs, Mat Caption machines, Engraver and Wide-format printers

• Manage and scale MDM system for efficient deployment, security compliance and lifecycle management of plant devices

• Perform regular maintenance, updates and patching on plant systems, ensuring compliance with IT and security standards

• Coordinate with vendors and service providers for hardware repairs, internet outages, and plant-specific service needs

• Log, prioritize and track support tickets using a ticketing system, ensuring timely resolution and communication

• Document troubleshooting steps, solutions and knowledge base articles to improve efficiency and consistency

• Escalate unresolved technical issues to the appropriate IT teams or specialists

• Train plant employees on basic troubleshooting, POS procedures and company tech policies

• Lead, research and support IT-related projects, including hardware refreshes, software changes, security upgrades and process automation initiatives

New Plant Opening Support

• Support plant openings, relocations and renovations by setting up and configuring new IT equipment and infrastructure

• Coordinate with external vendors and service providers for hardware procurement, installation and managed services.

 

Cross-Functional Support

• Assist IT Specialists in Retail Operations when needed, supporting day-to-day technical support in retail stores or with Retail Ops management staff, as well as in deployment of special IT projects as necessary and/or relevant

• Provide Corporate IT Support as needed, particularly in ordering and configuring IT equipment as needed, as well as setting up necessary software system access

Qualifications

• Associate or Bachelor’s degree in IT, Computer Science, or related field OR equivalent experience in a retail IT support role

• 5+ years of IT support experience, preferably in a multi-site retail or customer-facing environment

• Solid understanding of all hardware, software, printers, barcode scanners, phone systems and other plant devices, including manufacturing machinery like Patriot, Gunnar and Zund CNCs, Mat Caption machines, Engraver and Wide-format printers

• Working knowledge of Windows/macOS environments, mobile device support and network troubleshooting (TCP/IP, VPN, routers)

• Familiarity with ticketing systems and remote support tools (e.g., FreshService, TeamViewer)

• Strong interpersonal and communication skills; comfortable working directly with non-technical end-users

• Ability to prioritize, multitask and travel between plant locations as needed

Other Skills

• Proficiency supporting retail systems such as Shopify POS

• Demonstrated experience with Google Admin and MDM systems (e.g., Kandji, Jamf, Intune)

• Familiarity with Wi-Fi troubleshooting in complex retail settings, preferably with hands-on experience of Cisco Meraki networking solution

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