Job at a glance
Description Job Summary The IT Support Engineer monitors and maintains IT consumer devices (primarily computers, printers, and mobile devices, as well as specialized devices such as RF scanners, label printers, and other warehouse/manufacturing floor hardware). Responsible for hardware and software support across corporate office users, manufacturing, and logistics/distribution environments. Responds and resolves support and service requests.
Identifies, diagnoses, and rectifies issues in computer hardware, software, cloud services, and applications. The IT Support Engineer offers reactive and proactive service and support in accordance with defined processes for incident, problem, change, request, and configuration management. The IT Support Engineer investigates problems and recommends effective remedies for the prevention of such problems.
This involves troubleshooting technical issues and playing an important role in policy-related considerations for end user issues, compute and storage services, networking technology, and plant-floor connected systems (RF/Wi-Fi scanning, label and industrial printers, and similar shop-floor devices). The IT Support Engineer is responsible for the selection, installation, removal, and decommission of IT equipment and software that align with established standards and business requirements and applies AI-assisted tools where appropriate to speed diagnosis, documentation, and resolution.
They need to handle security controls and IT systems management in accordance with best practices. Primary Duties and Responsibilities • Installing and configuring computer hardware, software, systems, networks, printers, mobile devices, and specialized manufacturing/logistics devices (RF scanners, label/industrial printers, handheld terminals) • Monitoring and maintaining computer systems and networks across office, manufacturing, and warehouse environments • Responding in a timely manner to service issues and requests • Providing technical support to corporate end users as well as manufacturing and logistics teams, with an understanding of how IT issues impact production and shipping operations • Setting up accounts and equipment for new users, including provisioning through modern endpoint/device management tools • Repairing, replacing, and decommissioning equipment as necessary • Using AI-assisted tools (e.g., Copilot, ticketing/knowledge-base AI features) to accelerate troubleshooting, documentation, and knowledge transfer • Testing new technology • Documenting and knowledge transfer • Supporting basic cybersecurity hygiene practices (patching, endpoint protection, phishing awareness) for the devices and users supported Skills Technical support, Troubleshooting, diagnostics, IT support, Support, Customer service, Windows, Help desk support, Office 365, service now, MAC, JAMF, Intune Top Skills Details Technical support, Troubleshooting, diagnostics, IT support Additional Skills & Qualifications Education and Experience Profile • Associate degree in Computer Science or related field is required, with a bachelor's preferred • Experience may be considered in lieu of degree requirement • A minimum of 3 years of relevant experience • At least one industry certification such as Microsoft, Cisco, CompTIA, or others • Additional certifications may be accepted in lieu of experience • Fundamental knowledge of computer systems and networks • Specific knowledge of Microsoft 365, Windows operating systems, and cloud-based endpoint management (e.g., Intune, JAMF, or similar) • In-depth knowledge of networking technologies, particularly layer 1 and 2, with working familiarity of wireless (Wi-Fi) networking in warehouse/manufacturing settings • Basic experience supporting enterprise applications and technologies, including exposure to ERP, WMS, or other manufacturing/logistics systems a plus • Familiarity with AI-assisted productivity and support tools (e.g., Copilot, generative AI-based troubleshooting or documentati