IT Support Specialist Tier I

Company Information

Rock Exotica (Thompson Manufacturing, Inc) was founded in 1987 by Rock Thompson, whose passion for rock climbing and inventive spirit led him to build the company from his parent’s garage with a rebuilt WWII milling machine and a groundbreaking product—the Soloist. Since then, Rock Exotica has continued to revolutionize technical equipment for professionals, staying true to its roots of innovation, safety, and quality. Proudly designed, manufactured, and assembled in Utah, USA, we remain committed to pushing boundaries while honoring the craftsmanship that started it all.  

Join the team that’s redefining safety. At Rock Exotica, we don’t just manufacture safety and rescue equipment, we lead the industry with groundbreaking Innovation and first-to-market products Trusted by first responders, arborists, and the entertainment world. We’re looking for Dedicated individuals who value quality, precision, and the mission of helping others stay safe. If you're driven by purpose and inspired by Excellence, Rock Exotica is where your impact begins!! 

*Pre-Employment Drug Screening Required**

**Must Be 18+ year of age to apply**

We are committed to maintaining a safe and respectful workplace for all employees and customers. As part of our commitment to safety, we evaluate all candidates based on their ability to uphold our workplace standards, including the safety and well-being of those we serve. All hiring decisions are made in accordance with applicable federal and state law.  

Job Description: Monday - Friday 

The IT Support Specialist Tier I will provide day-to-day IT support for end users at TMI's Layton-area facilities. This role focuses on resolving routine technical issues, supporting users in the office and on the production floor, and learning company-specific systems on the job. We invest in training the right candidate - strong communication, customer service, and problem-solving skills matter more to us than prior IT experience.  Will be responsible for recognizing when to escalate advanced or complex issues to higher level IT resources. 

Essential Role and Responsibilities:

 End User Support (Tier 1)

• Respond to user support requests through standard support channels (in-person, email, chat, or ticketing)
• Troubleshoot and resolve common IT issues, including:
• Password resets and account access issues
• Printer and peripheral issues
• Basic application and software problems
• Set up and onboard new users (accounts, devices, permissions)
• Provide basic user training and support

Endpoint & Device Management

• Configure and deploy desktops and laptops
• Perform routine maintenance (updates, patches, antivirus checks)
• Monitor system health and respond to alerts
• Maintain inventory of company devices
• Provide device-level support for tablets and mobile devices used across the company

Physical Infrastructure Support

• Perform network port work and patch panel repairs
• Troubleshoot UPS units and assist with related power equipment maintenance
• Aid senior IT staff with server replacements and configurations

Production Floor & Business Systems Support

• Support office and shop-floor users on the company's standard business systems, including:
• Enterprise productivity and collaboration suite
• Directory services and user management
• Line-of-business applications used in operations and manufacturing (training provided)
• Backup and recovery tooling (training provided)
• Assist with file shares, permissions, and access requests
• Escalate more complex technical issues to internal resources or external partners

Documentation & Process

• Document common issues and resolutions
• Maintain IT documentation and procedures
• Follow and help improve IT support processes

Required Qualifications

• High school diploma or equivalent
• Strong communication and customer service skills
• Solid troubleshooting and problem-solving instincts
• Willingness to learn new systems quickly (company-specific tools are trained on the job)
• Comfortable working both at a desk and walking the production floor

Preferred Qualifications

• Basic familiarity with Windows 11
• Basic familiarity with a major cloud productivity and collaboration suite
• Basic familiarity with enterprise directory services (user management, password resets)
• Basic understanding of networking concepts (IP, DNS, DHCP, Wi-Fi)
• Six months or more of prior IT support, help desk, or hands-on tech experience (school, internship, hobby, military, etc.)
• CompTIA A+ or similar entry-level certifications
• Familiarity with PowerShell or other basic scripting

 Working Conditions Work is performed in a manufacturing facility, with drill presses, metal cutting, and other industrial equipment. The employee is regularly exposed to vibrations. Noise levels fluctuate from moderate to high requiring ear protection. While performing the duties of this job, the employee must wear appropriate personal safety protection equipment. This equipment will vary based upon the work location and type of work being performed but often will include safety glasses, closed-toed/heeled shoes, and sometimes may include protective clothing.
Physical Requirements: All Levels While performing the duties of this job, the employee is required to:

• Stand, sit, walk and reach for long periods of time
• Repetitive hand and wrist motions while using office equipment
• Occasionally required to stoop, kneel, reach above and below desk level, talk, hear and communicate accurate information
• Observe details at a close range
• Moves items and products weighing up to 30 pounds across short distances 
• Easily move from place to place in a manufacturing facility
• Adhere to all safety & quality requirements
• Ability to pass pre-employment & random drug screenings 

*Reasonable accommodations may be made to individuals with disabilities to perform the essential job functions.
Benefits: 

• Medical, Dental, Vision eligible first date of following month hired 
• Health Savings Account 
• Paid Time Off 
• Company provided Short Term Disability and Long-Term Disability 
• Company provided Life Insurance 
• Industry Discounts 
• Simple IRA Plan with Company 3% Match 
• Professional Development Assistance 
• Tuition Reimbursement 
• Paid Parental Leave (4 weeks after one year of employment) 
• Referral Program 
• Employee Assistance Program 

Disclaimer The preceding job description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this classification. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job.