Job Title: IT Help Desk Specialist
Company Overview:
We are a ~90-person ground-up manufacturing company dedicated to innovative production processes. Our 5-person IT team handles strategic and advanced technical needs and is seeking an IT Help Desk Specialist to manage general and intermediate IT requests, ensuring efficient operations in our manufacturing environment.
Location: Rancho Cordova, CA – This is a mostly in-office role requiring local presence for hands-on support. No fully remote options available.
Employment Type: Part-time or full-time (20-40 hours per week, flexible based on candidate availability).
Reports To: CTO/CIO
Job Summary:
The IT Help Desk Specialist will serve as the primary point of contact for IT support, assisting our 5-person IT team by triaging all incoming requests via email, ticketing, and in-person interactions. You will troubleshoot issues related to productivity suites, devices, networking, and more, while maintaining a customer-service-oriented approach. This position is ideal for a proactive professional with 2-5 years of experience who can independently resolve common challenges in a manufacturing setting, escalating only as necessary, and contributing to team processes like our emerging knowledge base.
Key Responsibilities:
- Provide support for Google Workspace and Microsoft 365 for Business, including user management, configuration, and issue resolution.
- Monitor and manage the support email inbox, responding to and prioritizing inquiries efficiently.
- Triage all incoming tickets: create, assign, track, and resolve them in Jira, ensuring thorough documentation and timely closures.
- Troubleshoot networking with Ubiquiti equipment and manage WiFi access for reliable connectivity in office and manufacturing areas.
- Oversee printer management, including installation, maintenance, and problem-solving.
- Deliver general device assistance for laptops (Lenovo and Apple), covering software, hardware, and basic repairs.
- Utilize Terminal (macOS) and CMD/PowerShell (Windows) for simple to intermediate tasks, such as diagnostics, scripting, and system configurations.
- Manage IT asset inventory for both hardware (e.g., devices, peripherals) and software (e.g., licenses, subscriptions), including tracking, procurement, and disposal.
- Coordinate with vendors (e.g., Lenovo, Dell, Ubiquiti, or service providers) for repairs, purchases, and support.
- Promote basic cybersecurity awareness, such as identifying phishing attempts, enforcing password policies, and conducting user training.
- Assist with on-site needs like new employee setups, ad-hoc training, and supporting IT tools, including HubSpot (CRM) and Katana (MRP).
- Contribute to building and maintaining the IT knowledge base (likely using Confluence, with opportunities for input on setup), including documenting common issues and solutions.
- Support the upcoming transition to a new ERP system through testing, training, and issue resolution.
Required Skills and Qualifications:
- 2-5 years of experience in IT support, preferably in a manufacturing or mid-sized company environment.
- Hands-on expertise with Google Workspace and Microsoft 365 for Business.
- Proficiency in managing support email inboxes and ticketing in Jira.
- Knowledge of networking (Ubiquiti preferred) and WiFi management.
- Experience with printer troubleshooting and maintenance.
- Strong skills in supporting Lenovo and Apple laptops, including OS and hardware issues.
- Intermediate abilities in Terminal and CMD/PowerShell for tasks like file management, diagnostics, and basic automation.
- Excellent soft skills, including communication, problem-solving, and customer service to effectively support non-technical users and reduce escalations.
- Ability to work independently in a dynamic, in-office setting while collaborating with a 5-person IT team.
- High school diploma required; associate's or bachelor's degree in IT, Computer Science, Information Systems or related field preferred.
- Willingness to pursue relevant certifications (e.g., Google Workspace Administrator, CompTIA A+) after hire.
- Familiarity with CRM (e.g., HubSpot) and MRP (e.g., Katana) systems preferred.
Physical Requirements:
- Ability to lift and move packages up to 100 pounds, as needed for handling IT hardware in a manufacturing environment.
- Adherence to the company's IIPP (Injury and Illness Prevention Program) policy; PPE (Personal Protective Equipment) will be provided for safety.
What We Offer:
- Competitive hourly rate of $25 - $35, commensurate with experience.
- Flexible scheduling between 20-40 hours per week.
- Medical Benefits (full time only).
- Generous PTO (paid time off).
- Fully company-paid Lifetime Fitness membership to support your wellness.
- Annual performance reviews with potential raises tied to performance and achieved certifications.
- Opportunities for growth in IT within a growing manufacturing company, including certification support, input on tools like the knowledge base, and involvement in initiatives such as ERP migration.
- A collaborative environment where your contributions directly impact operations.
