POSITION OVERVIEW
John Boos & Co. is seeking a highly capable IT Support Engineer to serve as hands-on frontline IT support across both office and manufacturing environments. This position serves as a primary point of initial contact for end-user technology issues and manufacturing systems troubleshooting while assisting with the administration, maintenance, and improvement of the organization’s broader IT environment. Responsible for troubleshooting workstations, printers, networks, Microsoft 365 services, business applications, and manufacturing technology. Must be adaptable, curious, service-oriented, and willing to take ownership of unfamiliar problems. Works with employees at all levels while moving between office, manufacturing, and infrastructure environments.
DUTIES & RESPONSIBILITIES
End-User & Technical Support
- Serve as a primary point of contact for end-user technology issues and requests.
- Diagnose and resolve hardware, software, network, application, and peripheral issues.
- Troubleshoot and repair desktops, laptops, monitors, docking stations, mobile devices, and other endpoint equipment.
- Support users with Microsoft Windows and Microsoft 365 applications.
- Install, configure, maintain, upgrade, and replace computer hardware and software.
- Assist employees with new technology, applications, and changes to existing systems; escalate complex issues when appropriate while maintaining ownership through resolution.
Network & Infrastructure Support
- Perform basic troubleshooting of wired and wireless connectivity, network connections, switches, TCP/IP, DHCP, DNS, cabling, and endpoint connectivity.
- Assist with installation, configuration, maintenance, and troubleshooting of network equipment and connected devices.
- Identify and document recurring network or infrastructure problems and assist senior IT personnel with infrastructure upgrades, maintenance, and technology projects.
Microsoft 365 Administration
- Assist with administration and support of Microsoft 365, including Outlook, Teams, OneDrive, SharePoint, and related services.
- Assist with user access, permissions, application configuration, and general Microsoft 365 troubleshooting.
- Support and maintain SharePoint sites, permissions, content, and collaboration solutions.
- Provide support for Power BI reports, dashboards, data access, and related business reporting solutions.
Printing & Manufacturing Technology Support
- Troubleshoot printing issues in office and manufacturing environments, including standard office printers, multifunction devices, and Zebra label printers.
- Diagnose issues involving drivers, network connectivity, print queues, labels, applications, and printer hardware.
- Provide hands-on technology support on the manufacturing floor and work directly with operations and manufacturing personnel on technology issues affecting production or business processes.
Systems, Applications & Documentation
- Install and upgrade software applications and provide ongoing technical support for existing business systems and technology solutions.
- Assist in troubleshooting integrations and communication between endpoints, applications, printers, and network resources; work with vendors when necessary.
- Participate in testing and deployment of new systems, applications, hardware, and technology solutions.
- Create and maintain technical documentation for IT systems, processes, configurations, troubleshooting procedures, recurring problems, equipment, and standards.
- Identify opportunities to improve reliability, efficiency, security, and the end-user experience.
EDUCATION & TRAINING
- Associate’s or Bachelor’s degree in Computer Science, Information Technology, Networking or a related field preferred, or equivalent practical IT experience.
- Previous experience in technical support, desktop support, network support, systems administration, or a similar IT role is preferred.
- Manufacturing IT experience is beneficial but not required.
- Entry-level candidates with strong technical aptitude, demonstrated troubleshooting skills, and a willingness to learn may also be considered.
KNOWLEDGE & EXPERIENCE
- Strong general knowledge of computer hardware, software, peripherals, and operating systems.
- Working knowledge of Microsoft Windows and Microsoft 365, including experience supporting Microsoft Office applications and Microsoft 365 services.
- Experience troubleshooting desktops, laptops, printers, applications, and network connectivity.
- Basic understanding of TCP/IP, DNS, DHCP, wired networks, and wireless networks.
- Working knowledge of SharePoint administration and support, with familiarity with Power BI and business reporting environments.
- Ability to troubleshoot printers and printing-related problems in both office and manufacturing environments.
- Preferred: Microsoft SQL Server and/or general SQL knowledge, including ability to write or understand basic SQL queries.
- Preferred: C# or other programming/scripting experience, PowerShell, ERP system administration or support, Microsoft Entra ID / Active Directory, and Microsoft Intune or endpoint management.
- Preferred: Experience with Zebra printers, network switches, wireless access points, VLANs, manufacturing/distribution technology, and Power BI administration, data sources, gateways, or report troubleshooting.
SKILLS & ABILITIES
- Strong analytical, troubleshooting, critical-thinking, and problem-solving skills.
- Strong verbal and written communication skills with the ability to explain technical concepts to non-technical employees.
- Ability to document technical processes and solutions clearly.
- Ability to work independently while functioning effectively as part of an IT team and managing multiple competing priorities.
- Comfortable working directly with users in both professional office and manufacturing environments.
- Ability to maintain a customer-service mindset while balancing business and technical requirements.
- Willingness to investigate unfamiliar problems, learn new technologies, and take on changing responsibilities.
- Willingness to move between desktop support, networking, Microsoft 365, manufacturing systems, applications, and project work as business needs change.
- Understanding the urgency of manufacturing technology issues as they relate to shipping and production timelines.
BENEFITS
- Paid Vacation
- Paid PTO
- 8 Paid Holidays
- Health Insurance
- Life Insurance
- Vision Insurance
- Dental Insurance
- Supplemental Insurance
- 401(k) Retirement Plan
- Variable Pay Bonuses
- Company Discount
- Gym Membership Discount
- Flexible Schedules
John Boos & Co. maintains a drug-free workplace. John Boos& Co. is an Equal Opportunity Employer.