IT Support Technician
This Jobot Job is hosted by: Merwan Zattam Are you a fit? Easy Apply now by clicking the "Apply Now" button and sending us your resume. Salary: $60,000 - $69,000 per year A bit about us: We are a global food manufacturing company specializing in high-quality bakery and convenience food products for retail, foodservice, and industrial customers. With operations across multiple regions, we combine deep product expertise, advanced manufacturing capabilities, and a strong commitment to food safety, quality, and innovation. Our portfolio spans a wide range of ready-to-use and ready-to-bake solutions designed to meet the evolving needs of modern consumers. From traditional favorites to innovative formats, we focus on delivering products that are consistent, scalable, and aligned with market trends. Why join us? Health & Insurance Retirement / Savings 401(k) retirement savings plan with employer match Work Environment & Values * Focus on quality of life at work, a collaborative and participative atmosphere, and high employee engagement * Programs and initiatives to support well-being and a positive workplace culture Training & Development * Internal training programs including structured learning (e.g., technical and operational training modules). * Career and skills development opportunities through organized training initiatives. Workplace Safety & Well-Being * Measures aimed at preventing occupational hazards and promoting health and safety on the job. Job Details Position Summary The IT Support Technician – Manufacturing Operations is responsible for delivering hands-on technical support for all production and office IT systems within a U.S.-based food manufacturing facility. This role ensures the reliable operation of workstations, production-floor devices, printers, labelers, network-connected peripherals, and Microsoft Teams–enabled meeting rooms. In addition to on-site support, this position provides remote assistance to other North American facilities and limited after-hours support for international locations as needed. The IT Support Technician serves as the on-site IT liaison, collaborating closely with remote infrastructure, cybersecurity, and business application teams to maintain IT standards, system reliability, and operational uptime across global operations. Essential Duties and Responsibilities Provide day-to-day IT support for production systems, office workstations, and connected devices within the facility. Troubleshoot and resolve issues related to production IT infrastructure, including network switches, wireless access points, industrial PCs, scanners, and label printers. Support and maintain Microsoft Teams Rooms, conferencing technologies, and collaboration tools. Ensure all IT incidents and service requests are properly logged, tracked, and resolved within the ITSM/ticketing system (e.g., GLPI or equivalent). Coordinate with North American infrastructure and cybersecurity teams to ensure compliance with IT security and operational standards. Perform routine system checks, preventative maintenance, and basic network troubleshooting on-site. Manage imaging, deployment, patching, and updates of Windows-based devices in alignment with global IT policies. Support end-user onboarding and offboarding processes, including Active Directory and Entra ID account provisioning. Assist with hardware lifecycle management, including inventory tracking, asset tagging, replacement, and disposal. Provide remote troubleshooting and after-hours support for North American and European facilities as required. Support plant operations during scheduled maintenance windows and production-critical periods. Maintain and update IT documentation to reflect current systems, procedures, and configurations. Escalate recurring, complex, or high-impact issues to regional infrastructure teams for root cause analysis and resolution. Perform additional duties as assigned in support of operational and IT objectives. Education, Experience, and Skills Associate degree in Information Technology or equivalent hands-on experience required; Bachelor’s degree preferred. Minimum of 2 years of experience in IT support, preferably within a manufacturing or production environment. Strong working knowledge of Windows operating systems, Microsoft 365, Microsoft Teams, and common business applications. Familiarity with networking fundamentals, including LAN/Wi-Fi, DHCP, DNS, and VLANs. Experience using ITSM or helpdesk ticketing systems (e.g., FreshService, Jira, GLPI, Xurrent, or similar). Understanding of IT asset management, device imaging, and endpoint patching practices. Basic knowledge of cybersecurity principles and frameworks such as NIST CSF or ISO 27001. Experience supporting collaboration and conferencing hardware (e.g., Logitech, Poly, or Crestron Teams Rooms). Physical and Safety Requirements Manual dexterity and hand-eye coordination for operating office and IT equipment. Ability to lift, move, and install IT hardware as required. Strong verbal and written communication skills with a customer-service-oriented mindset. Success Metrics Timely resolution and closure of support tickets within defined SLAs. High end-user satisfaction scores within the ITSM platform. Achievement of defined IT performance KPIs. Zero unplanned production downtime attributed to IT system failures. Full compliance with IT security, data protection, and operational policies. Effective collaboration with regional and global IT teams while adhering to standardized support practices. Interested in hearing more? Easy Apply now by clicking the "Apply Now" button. Jobot is an Equal Opportunity Employer. We provide an inclusive work environment that celebrates diversity and all qualified candidates receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, age (40 and over), disability, military status, genetic information or any other basis protected by applicable federal, state, or local laws. Jobot also prohibits harassment of applicants or employees based on any of these protected categories. It is Jobot’s policy to comply with all applicable federal, state and local laws respecting consideration of unemployment status in making hiring decisions. Sometimes Jobot is required to perform background checks with your authorization. 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