Position:  IT Support Specialist – Level 2                                         Reports to:  IT Support Team Lead

We are looking for an IT Support Specialist II to join our IT Team! This role is responsible for providing Level 2 technical support to users serving as a key on-site IT resource for our manufacturing operations. The IT Support Specialist II is responsible for ensuring the reliability, availability, and security of end user computing systems and IT related equipment.

In addition to providing desktop and user support, this role will troubleshoot and support network connectivity, wireless infrastructure, IT equipment, and a variety of production technologies. The successful candidate will collaborate with IT teams, vendors, and business stakeholders to ensure reliable technology operations and support technology initiatives.

This position requires a well-rounded technical skill set, strong troubleshooting abilities, and a proactive approach to supporting both end user and infrastructure technologies.

Requirements

Here is who you are…

Drive & motivation

• You are support oriented and find customer service quite rewarding
• You are motivated by challenges and willing to put in extra time to get the job done
• You love technology and coming up with new cost-effective solutions
• You are a problem solver who can make sound professional judgement

Character & ABILITIES

• You can effectively communicate technical concepts to varied audiences
• You are agile, flexible, and able to adapt to changing environment
• You have a positive attitude and ability to stay calm under pressure
• You are organized, efficient and able to multitask

Knowledge & skills

• You have strong customer service and interpersonal skills
• You understand IT concepts, including systems maintenance, computer networks, etc
• You have working knowledge of Windows and Mac
• You have knowledge of enterprise server environment
• You have strong oral and written communication skills

Experience

• You have 3+ years of hands-on experience in IT support & projects related role
• You have a degree or diploma in Information Technology or related discipline
• You have experience supporting IT infrastructure including networking, wireless and servers

Nice to Have

• IT related certification(s), CompTIA Certs, Microsoft 365 or Entra ID Certs
• Experience supporting manufacturing environments
• Understanding of basic OT/IT network separation

things you will do…

• Resolve Level 1 & 2 support tickets for users in both Canada and the United States.
• Participate in user onboarding and offboarding activities
• Provide on-site end-user support for desktops, laptop and peripherals.
• Troubleshoot and support Wi-Fi, printers, scanners, barcode scanners and access control systems.
• Install, configure, deploy, and maintain hardware and software.
• Administer Active Directory and Microsoft Entra ID user accounts and permissions.
• Coordinate with third-party vendors and service providers for issue resolution.
• Participate in IT projects, including new systems and implementation processes
• Maintain accurate documentation of systems, processes, and support activities.
• Provide proactive security investigation and searches to detect malicious activities

OTHER …

• You may on occasion work at varied times as the job requires
• Primary office location: 585 Morrison Rd, Rossville, TN 38066, USA

Benefits

We offer our team members many benefits to help them achieve their goals and support our company culture:

• Opportunities for career growth and development
• Competitive Healthcare Benefits and 401K Package
• Performance Bonus
• Free delicious and healthy bread
• Friendly and supportive work environment and an ambitious team
• Company social events focused around health, great tasting food and getting together as a team

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