Title:  Desktop Support Technician

Job Title: Desktop Support Technician  

Job Code: 36304

Job Location: Plano, TX

Job Schedule:  9/80: Employees work 9 out of every 14 days – totaling 80 hours worked – and have every other Friday off 

Job Summary: 

We are seeking an experienced and proactive Level 2 IT Support Technician to provide advanced on-site technical assistance at our manufacturing and engineering facility. This mid-level role involves resolving complex hardware, software, and network issues, supporting escalations from Level 1 support, and optimizing IT systems to enhance productivity in a dynamic production environment. The technician will work closely with engineering and manufacturing teams to integrate IT solutions with operational systems, ensure data integrity, and implement preventive measures against downtime. This position demands strong analytical skills, technical expertise, and the ability to thrive in an industrial setting. 

Job Description:

• Respond to user-reported IT issues via helpdesk tickets, phone, or in-person, providing first-line troubleshooting for desktops, laptops, printers, scanners, and other peripherals. 
• Handle escalated IT issues from Level 1 support, performing in-depth troubleshooting for desktops, laptops, servers, printers, and specialized peripherals used in manufacturing and engineering. 
• Install, configure, and upgrade hardware and software, including advanced operating systems, enterprise applications (e.g., Microsoft Office 365, ERP systems like SAP), and engineering tools (e.g., CAD/CAM software, simulation programs). 
• Diagnose and resolve network problems, including LAN/WAN configurations, switches, routers, firewalls, and integration with industrial control systems such as PLCs, SCADA, and IoT networks. 
• Conduct proactive system maintenance, including patch management, performance tuning, backup and recovery procedures, and security audits to safeguard against disruptions in production and engineering processes. 
• Set up and maintain advanced audiovisual and collaboration systems for engineering design reviews, virtual meetings, and training sessions. 
• Maintain detailed documentation of IT incidents, resolutions, configurations, and system changes in the ticketing system, contributing to knowledge base development. 
• Collaborate with Level 3 engineers, IT managers, and external vendors to resolve high-level issues, implement new technologies, and support facility-wide IT projects. 
• Ensure adherence to IT governance, cybersecurity best practices, data protection regulations, and manufacturing standards (e.g., ISO 9001, cybersecurity frameworks like NIST). 
• Provide training and mentorship to Level 1 technicians and end-users on advanced IT tools, troubleshooting techniques, and security awareness. 
• Manage IT inventory, asset lifecycle, and procurement processes, including evaluating and recommending hardware/software for manufacturing and engineering needs. 

Qualifications:

• Bachelor’s Degree and a minimum of 2 years of prior related experience. Graduate Degree or equivalent with 0 to 2 years of prior related experience. In lieu of a degree, minimum of 6 years of prior related experience.
• 2-5 years of IT support experience, preferably in manufacturing, engineering, or industrial environments. 

Preferred Additional Skills:

• Advanced proficiency in troubleshooting hardware, software, and network issues. 
• Solid knowledge of networking protocols (e.g., TCP/IP, VLANs, VPNs) and cybersecurity fundamentals. 
• Experience with ticketing systems (e.g., ServiceNow), remote management tools, and monitoring software. 
• Familiarity with manufacturing technologies, including ERP, MES (Manufacturing Execution Systems), SCADA, and industrial automation. 
• Strong analytical and problem-solving skills with attention to detail. 
• Excellent communication abilities for explaining technical concepts to non-technical stakeholders. 
• Ability to work independently and in teams under pressure during production-critical situations. 
• Commitment to continuous learning and adapting to evolving technologies. 

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