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Description

Our client is seeking a motivated and customer-focused Level 1/2 IT Support Technician to join its enterprise IT team at the Syracuse, NY manufacturing facility. This is a long-term contract opportunity that mirrors a full-time role, offering benefits, paid time off, and the potential for future conversion.

As part of a growing team supporting increased production and new manufacturing lines, you will be the primary on-site resource for day-to-day IT support, ensuring smooth operations for both office and factory personnel.

Key Responsibilities:

Provide Level 1 and Level 2 technical support for approximately 400 local users, including factory floor and office staff.

Respond to and resolve hardware, software, and network issues, including Office 365, email, password resets, and general Windows Enterprise support.

Manage and resolve tickets from a shared service queue, primarily via written requests and follow-up calls.

Handle Service Desk calls routed from the central Help Desk in Greene, NY.

Support desktop deployments, imaging, hardware replacements, and peripheral troubleshooting.

Assist with basic network troubleshooting and escalate complex issues as needed.

Follow documented procedures to configure and connect factory devices (e.g., wireless scanners) to the network.

Use TeamViewer for remote support when necessary.

Example Support Scenarios:

Troubleshooting Outlook or Office 365 issues.

Performing PC upgrades or replacements.

Diagnosing non-functional peripherals (e.g., mouse, printer).

Connecting factory devices to the wireless network.

Escalating unresolved issues to higher-level support.

Preferred Qualifications:

Experience with ServiceNow (especially 3C Logic integration).

Familiarity with TeamViewer or similar remote support tools.

Exposure to IT projects such as system upgrades or new technology rollouts.

Strong troubleshooting skills in Windows environments and enterprise applications.

Skills

Troubleshooting, help desk support, service desk, Customer service, Technical support, Help desk, Hardware, Windows, Desktop, customer service skills, office 365, itsm, microsoft office, Windows 10

Additional Skills & Qualifications

The Primary Training Plan for the first Month would be as follows

1. Shadow me and Troy as we respond to tickets so they can learn our process, see how we communicate with the end user, etc.

2. Learn Service Now and 3CLogic, entering and responding to tickets.

3. Get experience with answering help desk calls and routing tickets.

Outside of these 3 priority topics there will be additional training topics for the new person to learn as we have time available to work on a topic with either me or Troy. These would be on an ongoing basis to build up their skills and be able to take on some tasks to either relieve me and Troy or have things to work on during downtime.

Additional Training Topics:

1. Documentation and Procedures -

• Explaining IT Procedures and Policies, examples include security request, new phone or computer request, incident response, PPM, etc.

• Documentation process

2. Imaging and Upgrades -

• Imaging new computers

• Re-imaging existing builds

• Windows 7 to 10 upgrades

• Windows 10 in-place upgrades

• Setting up user profile and user specific programs

3. Printers -

• Ricoh Printer support, supplies and toner

• Label printer support, Loftware and common hardware issues

4. Application Support -

• General understanding of the types of applications in use

• Procedures for common application installs or common support issues

• SCCM – general understanding of its use and our updating procedures

5. Active Directory -

• OU level organization, AD basics

• User accounts, user setup procedure, termination procedure

• Computer accounts

6. Network Cabling -

• Procedure for installing cabling in the shop or office, working with Lucas

• Creating network cables (good downtime activity and we always need more cables)

7. Citrix -

• How Citrix is used at Muscatine

8. Phone Support -

• iPhone support, common problems and requests

• Flip Phones

• Phone Policies

• VOIP phone basics (not admin at Cisco level)

Pay and Benefits

The pay range for this position is $17.00 - $23.00/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

• Medical, dental & vision • Critical Illness, Accident, and Hospital • 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available • Life Insurance (Voluntary Life & AD&D for the employee and dependents) • Short and long-term disability • Health Spending Account (HSA) • Transportation benefits • Employee Assistance Program • Time Off/Leave (PTO, Vacation or Sick Leave)

Workplace Type

This is a fully onsite position in East Syracuse,NY.

Application Deadline

This position is anticipated to close on Jun 7, 2025.

About TEKsystems and TEKsystems Global Services

We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.