Helpdesk Support Specialist

Job Title: Helpdesk Support Specialist

Department: Information Technology
Reports To: IT Manager
Location: On-Site – 44225 Utica Rd, Utica MI 48313
Employment Type: Full-Time

Position Overview

The Helpdesk Support Specialist provides hands-on, first-level technical support for all IT systems within a manufacturing environment. This role supports both office and plant-floor users, ensuring that workstations, production systems, and network-connected equipment remain reliable and operational. The position requires strong troubleshooting skills, excellent communication, and the ability to work in an industrial setting where uptime and safety are critical.

Key Responsibilities

• Serve as the first point of contact for all IT-related support requests from office and manufacturing personnel.
• Troubleshoot and resolve issues related to desktops, laptops, printers, scanners, production terminals, and handheld devices.
• Support production-related systems, including PCs connected to machinery, barcode scanners, and industrial workstations.
• Install, configure, and maintain Windows operating systems, Microsoft 365 applications, and manufacturing-specific software.
• Manage user accounts, permissions, and group policies in Active Directory and related on-prem systems.
• Ensure connectivity and uptime for local network infrastructure, including switches, cabling, and Wi-Fi used on the plant floor.
• Maintain and track IT assets, ensuring accurate records of equipment assignments and maintenance schedules.
• Assist with system backups, updates, and patch management to ensure compliance and security.
• Collaborate with maintenance and engineering teams on IT integrations with production machinery.
• Provide basic end-user training on IT systems, security best practices, and data handling procedures.
• Participate in after-hours or on-call support rotations for critical system outages.

Qualifications

Required:

• Associate degree in Information Technology, Computer Science, or related field; or equivalent hands-on experience.
• 2+ years of IT support experience.
• Strong knowledge of Windows operating systems, Active Directory, and Microsoft 365.
• Experience with hardware troubleshooting (desktops, laptops, printers, and barcode devices).
• Familiarity with TCP/IP networking, wired/wireless connectivity, and basic switch configuration.
• Excellent problem-solving, communication, and documentation skills.
• Ability to work safely and effectively in a production environment (around machinery, noise, and physical movement).

Preferred:

• CompTIA A+, Network+, or Microsoft Certified Desktop Support Technician (MCDST).
• Experience supporting ERP, MES, or SCADA systems.
• Knowledge of industrial networking concepts and device communication (e.g., PLC connectivity).
• Familiarity with ticketing systems (e.g., ManageEngine, Spiceworks, or ServiceNow).

Core Competencies

• Strong customer service and teamwork orientation
• Ability to work independently with minimal supervision
• Attention to detail and adherence to IT/plant safety standards
• Calm under pressure, especially during production-impacting incidents
• Continuous improvement mindset

Work Environment

• On-premises role; presence required in both office and manufacturing floor areas.
• Exposure to moderate noise, heat, and machinery in production zones.
• Occasional lifting of IT equipment (up to 25 lbs).
• May require off-hours or weekend availability for critical system support or maintenance windows.
• Travel to Offsites once a week to be expected. (SE Michigan) Mileage will be compensated.

Compensation & Benefits

• Salary Range: $45,000-$60,000 based on experience
• Benefits: Comprehensive health insurance, PTO, 401(k), training and certification reimbursement, and opportunities for career advancement within IT and operations.