IT Support Lead

Plant IT Operations & End User Support 

• Serve as the primary on-site IT contact for the manufacturing plant. 

• Provide day-to-day support for desktops, laptops, mobile devices, handheld devices, tablets, printers, and peripherals. 

• Troubleshoot hardware, software, connectivity, and access issues for plant and office personnel. 

• Manage incident resolution and service requests through the IT ticketing platform. 

• Prioritize issues impacting production and plant operations with a high sense of urgency. 

• Coordinate onboarding, offboarding, workstation provisioning, and equipment lifecycle management. 

Manufacturing & Plant Floor Support 

• Support manufacturing-adjacent technology, including handheld computers, wireless devices, barcode-related systems, and plant connectivity issues. 

• Troubleshoot Wi-Fi connectivity and endpoint issues impacting plant-floor operations. 

• Partner with production, operations, quality, and maintenance teams to minimize downtime caused by IT-related issues. 

• Act as the on-site liaison for technology-related production interruptions. 

Systems & Endpoint Administration 

• Create user accounts, perform basic troubleshooting, and escalate issues to regional ERP experts 

• Administer endpoint management, patching, and remote support tools. 

• Support endpoint security platforms, including MFA, endpoint detection and response, DNS/web filtering, vulnerability remediation, and privilege management. 

• Perform routine maintenance, device imaging, software installation, upgrades, and replacement activities. 

• Manage local inventory of IT hardware and accessories. 

Local Infrastructure Coordination 

• Perform basic troubleshooting for network connectivity, server room equipment, switches, firewalls, and ISP-related issues. 

• Provide on-site “hands and eyes” support for regional infrastructure and network engineering teams. 

• Coordinate vendor support for telecommunications, access control, networking, and hardware maintenance. 

Security & Compliance 

• Follow cybersecurity standards, access management processes, and IT policies. 

• Support account provisioning, password resets, MFA enrollment, and user access management. 

• Assist with vulnerability remediation and endpoint compliance efforts. 

• Escalate suspected cybersecurity incidents to corporate security teams. 

Stakeholder Partnership 

• Build strong relationships with plant leadership and department managers. 

• Communicate technical issues in business-friendly language. 

• Identify recurring issues and recommend process or technology improvements. 

• Provide status updates and communicate incident impact to stakeholders. 

Qualifications 

• 4+ years of IT support, systems administration in an industrial manufacturing environment required.

• Associate or bachelor’s degree in information technology or equivalent experience. 

• Experience supporting Windows endpoints, laptops, mobile devices, and user productivity systems. 

• Experience in troubleshooting networking issues, including Wi-Fi, switching, VPN, and connectivity problems. 

• Experience working with IT ticketing systems and remote support tools. 

• Strong troubleshooting, customer service, and problem-solving skills. 

• Ability to prioritize work in a fast-paced production environment. 

• Ability to occasionally lift and move IT equipment (up to 40 lbs). 

PREFERRED QUALIFICATIONS 

Familiarity with technologies such as: 

• Endpoint management and patching tools 

• Endpoint security/EDR platforms 

• Cloud-hosted infrastructure environments (Azure preferred) 

• Experience supporting handheld or mobile scanning devices. 

WORKING CONDITIONS 

• On-site in a manufacturing environment 

• Requires flexibility to support a 24/7 operation and occasional off-hours support for critical issues, maintenance windows, or plant outages 

Being an employee at ITW comes with lots of benefits. Some of these benefits include: 

• Paid Holidays 

• PTO (Vacation and Sick Pay) 

• Attendance Bonus 

• Employee Referral Bonus 

• Medical (3 Plans), Dental and Vision Insurance 

• FSA/HSA 

• STD/LTD 

• Life Insurance 

• 401(k) (Roth/After-tax options available) 

• Parental Leave 

• Adoption Cost Assistance 

• Tuition Reimbursement 

• Scholarship Program 

• 3 for 1 gift match program 

• Volunteer Match Program 

• $115 credit towards safety shoes 

ITW is an equal opportunity employer. We value our colleagues’ unique perspectives, experiences and ideas and create workplaces where everyone can develop their careers and perform to their full potential.  

As an equal employment opportunity employer, ITW is committed to equal employment opportunity and fair treatment for employees, beginning with the hiring process and continuing through all aspects of the employment relationship.  

All qualified applicants will receive consideration for employment without regard to race, color, sex, gender identity, sexual orientation, religion, national origin, age, disability, protected Veteran status or any other characteristic protected by applicable federal, state, or local laws.