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