Help Desk Specialist

We are looking for IT Plant Engineer, responsible for ensuring the reliable and efficient operation of physical and virtual servers, private cloud environments, networks—including telecommunications—personal computers, and other business-critical infrastructure components. This role oversees the technology infrastructure that supports the business and provides internal users with troubleshooting and escalation support for issues that may impact system health. Responsibilities also include setting up user systems and operating systems, supporting plant-floor technology, and maintaining infrastructure across a multi-shift manufacturing operation.

Responsibilities

• Manage the organization's IT infrastructure, including Servers, Networks, Storage systems, Mainframe, Telecommunications networks, Virtualization platforms
• Collaborate with security teams to implement and maintain robust security measures, including Firewalls, Intrusion detection systems, Access controls
• Configure and maintain networking equipment, including Routers, Switches, Firewalls, VPNs, Quality of Service (QoS), Wireless access points
• Support seamless communication within trusted corporate networks and with untrusted external networks.
• Establish and maintain data backup and recovery procedures to ensure business continuity during system failures or following malicious threats.
• Monitor usage patterns and enterprise system performance to identify potential issues, including SLA-related metrics, and proactively resolve them to ensure the continued availability and reliability of critical systems.
• Analyze system capacity and performance trends to anticipate future infrastructure needs and provide recommendations for investment prioritization, as necessary.
• Perform routine network maintenance and system upgrades, including Service packs, Patches, Hot fixes, Enhancements
• Design and implement Infrastructure as Code (IaC) scripts and automated processes to reduce manual intervention and enhance the repeatability and testability of infrastructure modifications.
• Troubleshoot complex software and hardware issues escalated by technical support teams. Ensure resolutions are documented and added to the organization's knowledge repository.
• Set up and configure user systems, including:
• Installing and configuring operating systems
• Installing and configuring software applications
• Installing and configuring hardware devices

Skills Required

• IT Operations, Operations Support Systems, Technical Troubleshooting, IT Support, Technical Customer Support, Technical Support

Experience Required

• 3 to 5 years of experience in a relevant field

Work Schedule and Manufacturing Plant Support

• Support a multi-shift operation in a manufacturing plant.
• Must be able to work onsite with flexible hours to support a multi-shift operation.
• Support weekend production when necessary.

Technical Support

• Provide technical support for plant business customers throughout the manufacturing plant, including:
• IT applications
• Infrastructure
• Operating systems
• End-user productivity tools

Collaboration and Incident Management

• Interface with corporate IT and business owners to prioritize improvement efforts.
• Support plant-floor systems and corporate teams in resolving incidents.
• Provide triage and execute business continuity plans.
• Support escalations.
• Provide hands-and-feet support to internal support teams and other global teams, including:
• Database Administration (DBA)
• Server Operations
• Operations Control
• Network Operations

Application and Hardware Support

• Focus on the integration and long-term maintenance of applications and hardware.
• Assist the Site IT Manager with managing assignments and workload.
• Develop, maintain, and share accurate support documentation.

Network and Server Environment

• Support local network equipment in a Cisco-based environment.
• Support local servers across both physical and virtual environments in a Windows- and Linux-based ecosystem.

Factory of Tomorrow Support

• Support Factory of Tomorrow deployments and expansion efforts utilizing:
• Industrial Internet of Things (IIoT)
• iOS
• Software-defined networking
• Mobile technologies
• Android-based equipment

Education Required

• High School Diploma or GED

Education Preferred

• Bachelor's Degree