IT Support & Network Technician

Job Purpose: We are seeking a high-potential IT professional to serve as the "Face of IT" for our Indianapolis operations. This is a hybrid role designed to replace a pure technical position with a service-first approach. Your primary goal is to ensure employees feel heard and helped (Helpdesk/Tickets), while serving as the "Smart Hands" for our Network Engineering team (Switching/Cabling). This is an apprenticeship role : you handle the front line today so you can learn to manage the Enterprise Network tomorrow.

Primary Responsibilities

Service & Support - 60%

• Own the Experience: Serve as the primary point of contact for internal IT requests. De-escalate frustrated users and translate technical issues into plain English for everyone from the plant floor to executives.
• Ticket Management: Triage incoming requests in our system. Prioritize based on business impact (e.g., "Production Line Down" vs. "Printer Jam").
• Deskside Support: Troubleshoot Windows, Mac, software and hardware issues in person.
• Onboarding: handle "Day 1" setups for new hires. You ensure they have their laptop, access, and a positive first interaction with IT.

Network Operations - 30%

• Infrastructure: You manage the physical network closets. Responsibilities include racking switches, tracing cables, toning lines, and maintaining clean patch panels.
• Switch & VLAN Management: handle daily network moves/adds/changes (e.g., assigning a printer to the correct VLAN, activating specific ports).
• Connectivity Troubleshooting: Diagnose basic connectivity issues (DNS, DHCP, IP conflicts) before escalating to senior engineering.
• Wireless: Assist in troubleshooting Wi-Fi coverage gaps and Access Point (AP) connectivity.

Projects & Growth - 10%

• Project Support: Assist with IT rollouts and change management logistics.
• Documentation: Map wall jacks, update network diagrams, and label infrastructure.
• Mentorship: Train directly with the Senior Network Security Engineer to learn Fortinet firewalls and advanced routing.

Technical Competencies

• Experience : 2-4 years of hands-on IT support experience. Prior experience in a manufacturing or industrial environment is highly preferred.
• Networking Fundamentals : Demonstrated understanding of core networking concepts (TCP/IP, DNS, DHCP, Subnetting). Capable of performing basic switch port configurations and VLAN assignments.
• Hardware Proficiency : Ability to troubleshoot, repair, and upgrade desktop/laptop hardware. Experience with racking server/network equipment and structured cabling (Cat6 termination/testing) is required.
• Systems Knowledge : Proficiency in Microsoft 365 Administration (Teams, Outlook, SharePoint) and Active Directory user management (Onboarding/Offboarding).
• Tools : Experience with IT Service Management (ITSM) ticketing platforms and remote support tools.

Professional Attributes

• Communication : Superior verbal and written communication skills. Must be able to translate technical issues into clear, non-technical language for diverse audiences.
• Problem Solving : Strong analytical skills with a focus on root-cause analysis, not temporary workarounds.
• Composure : Demonstrated ability to remain professional and objective during high-pressure outages or when dealing with frustrated users.

Education & Certifications

• Education: High School Diploma required. Associate or bachelor's degree in Information Technology or related field preferred.
• CompTIA Network+ or CCNA (Preferred or currently in-progress).
• CompTIA A+ (Acceptable, but Network focus is prioritized).

Physical Demands & Work Environment

• Physical Activity : Must be able to lift and carry up to 50 pounds (servers, UPS units, cabling spools).
• Mobility: Ability to climb ladders to access wireless access points (APs) and work in confined spaces.
• Environment: Requires moving between office settings and active manufacturing plant floors.

Career Development Pathway

This position is structured as a developmental role within the IT organization.

• Mentorship: Direct reporting to the IT Project Manager with technical oversight from the Senior Network Security Engineer.
• Advancement: Successful performance in this role is intended to prepare the employee for advancement into Network Administration or Systems Engineering roles.

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