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Position Overview

The IT Deskside Support Specialist provides frontline technical assistance to employees working in a high-performance aerospace forging manufacturing environment. This role ensures that desktops, laptops, mobile devices, shop-floor IT systems, and core infrastructure remain operational, secure, and optimized to support production, engineering, and business operations. In addition to deskside support, the specialist will assist with basic system administration and network support tasks to strengthen IT reliability across the facility.

Success in this role requires not only strong technical capability but also a friendly, service-oriented approach, flexibility to adapt to shifting priorities and fast-moving production needs, and patience to support users of all comfort levels with technology. The specialist will deliver calm, solutions-focused support even during high-pressure situations, building trust across the facility through consistent follow-through and clear communication.

Essential Duties and Responsibilities

+ Provide deskside support for end-user computing devices (PCs, laptops, tablets, mobile devices, printers, and peripherals).

+ Troubleshoot and resolve hardware, software, and network connectivity issues in office and manufacturing environments.

+ Support specialized manufacturing IT systems, including shop-floor terminals, ruggedized devices, and barcode/RFID scanners.

+ Install, configure, and maintain operating systems, applications, and security patches.

+ Assist with account management, password resets, and access provisioning in Active Directory and other enterprise systems.

+ Perform basic system administration tasks, including user/group management, file share permissions, and monitor server health.

+ Provide first-level support for network infrastructure (switches, routers, wireless access points), escalating complex issues to senior network engineers.

+ Monitor and troubleshoot network connectivity across office and shop-floor environments, ensuring up time for production-critical systems.

+ Document incidents, resolutions, and asset changes in the IT service management system.

+ Collaborate with infrastructure and cybersecurity teams to ensure compliance with IT policies and aerospace industry standards.

+ Maintain inventory of IT assets and coordinate hardware lifecycle management (deployment, upgrades, decommissioning).

+ Provide training and guidance to employees on IT best practices and safe use of technology.

+ Participate in on-call rotation and respond to urgent IT issues impacting production operations.

Qualifications

+ Associate or bachelor’s degree in information technology, Computer Science, or related field (or equivalent experience).

+ 2+ years of deskside or IT support experience, preferably in a manufacturing or industrial environment.

+ Strong knowledge of Windows OS, Microsoft 365, and common enterprise applications.

+ Familiarity with networking fundamentals (TCP/IP, DNS, DHCP, VPN).

+ Experience with Active Directory, group policies, and user account management.

+ Basic system administration experience (Windows Server, file shares, print services).

+ Ability to troubleshoot hardware (desktops, laptops, printers, scanners) and perform basic repairs or replacements.

+ Excellent communication and customer service skills, with the ability to support both office staff and shop-floor operators.

+ Ability to lift and move IT equipment (up to 40 lbs.) and work in industrial environments with appropriate PPE.

Preferred Skills

+ Understanding of IT security principles and compliance requirements in aerospace/defense industries.

+ Experience supporting ERP/MES systems in manufacturing environments.

+ Knowledge of ITIL practices and ticketing systems (ServiceNow, Jira, etc.).

+ Familiarity with cybersecurity frameworks (NIST, CMMC).

+ Exposure to ruggedized devices and industrial networking equipment.

+ Hands-on experience with basic server administration and network troubleshooting tools.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly exposed to moving mechanical parts. The employee is frequently exposed to wet and/or humid conditions and fumes or airborne particles. The employee is occasionally exposed to toxic or caustic chemicals, extreme cold, extreme heat, and vibration. The noise level in the work environment is usually very loud.