IT Technician

Job Title: IT Technician

Reports to: IT Manager (operational), IT Director (escalation)

FLSA Status: Non‑exempt (hourly)

Summary

Under onsite support and direction from the IT Manager and IT Project Manager, the IT Technician provides first‑line technical support at the plant level. This role focuses on end‑user assistance, device setup, basic network endpoint tasks, and execution of standard operating procedures (SOPs). The IT Technician does not administer core infrastructure and operates under defined access controls to maintain security and compliance.

Essential Duties & Responsibilities

• Provide onsite end‑user support for PCs, label printers, scanners/handhelds, cameras, phones, and production IT stations (OCMs/Bizerba, etc.), following SOPs.
• Image, deploy, and maintain endpoints using approved tools (e.g., company standard OS images, endpoint protection, asset tagging).
• Perform break/fix and routine maintenance: cable management, device swaps, peripheral replacement, and basic troubleshooting.
• Execute ticket work in the Helpdesk system; update status, documentation, and time logs accurately.
• Support user account lifecycle (create/disable/reset) only via approved Active Directory templates/PowerShell forms provided by DBA/IT Manager.
• Run pre‑approved label and device configurations on production equipment; escalate non‑standard requests to IT Manager/Project Manager.
• Perform site walk‑throughs to identify issues (loose cabling, hanging cameras, unsafe placements) and remediate or open tickets.
• Maintain manifest of IT spares at the site; coordinate with IT Manager for vendor RMA and repairs per policy.
• Escalate incidents per SOP when SLA thresholds or safety are at risk.
• Assists in onsite projects as defined by the IT Project Manager and IT Manager.

Access & Privilege Constraints

• Entry level permissions, no administrative access to core network infrastructure: firewalls, SASE, VPN gateways, routers, core/distribution switches.
• No changes to VLANs, routing, firewall rules, NAT, site‑to‑site tunnels, or SSIDs; open a change request for the IT Manager.
• Limited server access via standard support accounts only Tasks restricted to: password resets, enabling/disabling accounts, group membership changes via approved AD tools.
• No production database or schema access. Report/data requests must be routed to the DBA team.
• No changes to backups, anti‑virus policies, EDR/SOC configurations, or email security gateways.
• Configuration of production equipment (e.g., OCMs/Bizerba) limited to documented SOP parameters; firmware/advanced settings require IT Manager approval.
• All elevated actions require prior written approval (ticket/change record) and supervision by IT Manager or IT Project Manager.

Security, Compliance & Safety

• Adhere to CP security policies, acceptable use, and respectful workplace standards.
• Follow change management and incident response SOP; capture evidence in tickets.
• Protect credentials and PII; use only assigned accounts and MFA as required.
• Observe food‑production safety rules (PPE, clean‑room practices, equipment lockout/tagout) when working on the floor.

Qualifications

• Associate degree in IT or related field or equivalent experience.
• 1–3 years in hands‑on endpoint or plant‑floor support (manufacturing preferred).
• Working knowledge of Windows 10/11, Office 365, Active Directory, printers/scanners, and ticketing systems.
• Strong documentation habits; ability to follow SOPs precisely.
• Ability to lift/move equipment (up to 40 lbs), use ladders and scissor lifts at up to 50ft high, and work safely in cold/production environments.

Shift & Coverage

Assigned to a specific site and shift (Day or Evening). Participates in on‑call rotation as defined by IT Manager. Overtime or weekend work may be offered for planned maintenance windows.

Performance Metrics

• Ticket SLA attainment and MTTR
• First‑time fix rate
• Documentation completeness and accuracy
• Adherence to access constraints and change procedures