Job Description

We are seeking an experienced Senior Technical Support Specialist to provide hands-on end-user support in a fast-paced manufacturing environment. This is an immediate hiring need and a long-term contract-to-hire opportunity supporting a large, complex user base.

Key Responsibilities

• Provide Tier II/III end-user support for a global workforce and onsite.
• Troubleshoot and support Windows 11, desktop/laptop hardware, iOS devices, iPads, and iPods.
• Manage and document incidents, requests, and resolutions through ServiceNow.
• Support network-connected devices and end-user computing environments.
• Assist with device ordering, deployment, refresh cycles, and end-of-life hardware projects.
• Provide Audio/Visual support for conference rooms, town hall meetings, and collaboration technologies.
• Support Microsoft Teams and Logitech video conferencing solutions.
• Travel between site buildings as needed, and provide occasional on-call support during approved outage situations.

Qualifications

• 5+ years of technical support experience in a complex enterprise environment.
• Demonstrate proven experience supporting across multiple technologies.
• Strong hands-on experience with Windows 11 and end-user hardware support.
• Manufacturing experience preferred, ideally within a regulated environment.
• Associate's or Bachelor's degree preferred.
• Certifications preferred, including CompTIA (required preference), Networking certifications, and ITIL.
• Experience with ServiceNow ticket management is highly preferred.
• Must live within a reasonable commuting distance of the work site.
• Dependable attendance and punctuality required; schedule begins at 7:30 AM with an 8.5-hour shift including lunch.

This role is ideal for a customer-focused IT professional who enjoys hands-on support, project work, and driving a high-quality end-user experience.

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