Information Technology Support Technician

Job Description: IT Regional Support Technician

The IT Regional Support Technician is an onsite, full-time position responsible for providing hardware and software support to engineering, manufacturing lines, and corporate users. This role involves utilizing best practices as defined by IT Support Services, Infrastructure, Security, and Network departments. You will support computers, printers, operating systems, infrastructure, AV equipment, network switches, and various software essential for business operations, particularly in engineering and manufacturing environments.

Location:

This role supports two sites, Raleigh and Chapel Hill, NC. Must have own transportation to travel between the two sites as needed.

Key Responsibilities:

• Provide onsite IT support for all user requests, including those escalated from Tier I or II, which may require entry into manufacturing areas, labs, and cleanrooms.
• Participate in a 24x7x365 on-call rotation for after-hours support as necessary.
• Document and maintain IT processes, best practices, knowledge bases, and training materials.
• Support manufacturing IT needs, including software, hardware, infrastructure, and third-party equipment.
• Participate in or manage assigned projects to ensure timely completion.
• Regularly communicate with management to provide updates on issues, status, and resolutions.
• Collaborate with Business Applications, Network, Security, Infrastructure, and Facilities teams for troubleshooting and project completion.
• Support core domain services such as DHCP, DNS, Group Policy, and Azure in an Active Directory environment.
• Build and deploy new computers using system imaging infrastructure.
• Install, configure, and troubleshoot hardware and software.
• Maintain accurate inventory counts in compliance with processes.

Required Skills and Experience:

• Associate degree or equivalent work experience.
• Minimum of 3 years' experience in a customer-facing IT support role.
• Strong troubleshooting, customer service, time management, and organizational skills.
• Proficiency in both Microsoft and Linux operating systems.
• Experience supporting Active Directory environments and business applications.
• Knowledge of OUs, GPOs, and Security/Distribution Groups.
• Ability to lift and move equipment (50+ lbs.).
• Weekend and after-hours support as required.
• Relevant certifications such as CCENT, MCITP, Security+, A+, or ITIL are a plus.
• Knowledge of AV systems (Poly/Zoom) and experience with SCCM, Zoom, Exchange Online, and Microsoft 365 is preferred.
• Familiarity with cleanroom protocols and experience supporting qualified systems is a bonus.
• Reliable transportation required.