Position Purpose
Supports, monitors, and maintains the company's on‑premises and virtual server infrastructure, networked systems, and end‑user computing environments across local and remote sites. Provides hands‑on and remote technical support for hardware, software, and systems issues, including after‑hours support as required. Works closely with Manufacturing Engineering, R&D, functional groups, and other departments to deliver reliable, secure, and efficient IT services. Responsible for end‑user compute provisioning, lifecycle management, and support. Assists and collaborates with remote locations to ensure consistent system availability, performance, and adherence to IT standards. Performs other duties and projects as assigned by supervisor.
Essential Functions
- Install, configure, support, and maintain server environments (physical and virtual), network switches, network cabling, and related IT infrastructure, including system additions and upgrades.
- Provision, configure, and support end‑user computing environments, including hardware, operating systems, standard software, and peripherals such as printers and copiers.
- Perform operating system updates, patching, monitoring, and performance optimization.
- Perform account administration in Active Directory and related identity systems such as Entra ID, including creating, modifying, and removing user and group accounts and managing access permissions.
- Troubleshoot and resolve incidents across servers, workstations, networks, applications, and peripheral devices to restore service and minimize business impact.
- Collaborate with Corporate IT staff to ensure alignment with enterprise standards, architectures, security controls, and technology roadmaps.
- Participate in and adhere to IT Service Management (ITSM) processes, including incident management, change management, and problem management, ensuring accurate documentation and timely communication.
- Provide technical support and assistance to local and remote sites, including remote troubleshooting and coordination with on‑site personnel as needed.
- Assist in planning and implementing network and system security controls, file permissions, backup processes, disaster recovery procedures, and data integrity standards.
- Anticipate system, communication, and infrastructure issues and implement preventative measures to improve reliability, availability, and performance.
- Establish, perform, and document routine maintenance activities in accordance with company policies, uptime requirements and industry best practices. Some of the work may have to be completed after hours.
- Ensure workstation and server configurations comply with established policies, standards, licensing agreements, and security guidelines.
- Maintain accurate documentation, including system configurations, network diagrams, inventory records, IP address assignments, and knowledge base articles.
- Evaluate and recommend purchases of computers, servers, network hardware, peripheral equipment, and software.
- Coordinate vendor services for hardware repair, warranty support, and technical services as required.
- Provide after‑hours and on‑call support, including remote support, to address critical system issues and maintenance activities as required.
- Provide backup support for IT systems and services when primary support resources are unavailable.
- Develop and deliver user training and technical guidance to improve effective and secure use of IT systems.
- Assist personnel in other departments as a technical resource and collaborate closely with Manufacturing Engineering, R&D, and functional groups to support business operations.
Education and Training
- Bachelor's degree in a computer–related field preferred. Will consider other degrees with relevant IT industry certifications and/or applicable professional experience.
- Relevant Microsoft certifications preferred (e.g., Windows Server, Azure, or Microsoft 365 administration).
- Relevant network certification preferred (e.g., Cisco, CompTIA, Fortinet, or equivalent).
Minimum Qualifications
- Minimum of three years of experience in desktop support, system administration, or a related IT role.
- Demonstrated experience administering and supporting Microsoft‑based server and workstation environments.
- Working knowledge of Active Directory and related identity and access management technologies.
- Experience supporting on‑premises and virtualized server environments.
- Experience provisioning, supporting, and troubleshooting end‑user computing environments, including hardware, operating systems, and standard business software.
- Familiarity with enterprise networking concepts and technologies, including switching and cabling.
- Experience working with backup, recovery, and data protection solutions.
- Working knowledge of fundamental IT security concepts and best practices.
- Ability to provide technical support to both local and remote users, including occasional after‑hours and on‑call support.
- Strong interpersonal skills with the ability to work effectively with users, technical teams, and cross‑functional departments.
Physical Demands
- Ability to occasionally travel to remote sites as required.
- Frequent sitting, work at computer for extended periods of time.
Environmental Conditions
- Office setting (majority of time).
- Exposure to noisy server rooms where equipment is located.
- Exposure to suspended cabinets requiring training and use of company lifts.
- Plant floor environment requires the wearing of protective equipment.
Behavioral Traits
- Demonstrates the ability to work independently with minimal supervision, exercising sound judgment in prioritizing work and managing competing responsibilities.
- Disciplined self‑starter who proactively identifies tasks, plans work activities, and drives initiatives to completion rather than relying solely on assigned tickets or directives.
- Comfortable operating in environments where work is not always clearly defined, requiring initiative to assess needs, plan maintenance activities, coordinate with stakeholders, and follow through on execution.
- Strong organizational and time‑management skills, including the ability to track tasks, manage personal workload, and meet commitments across multiple concurrent efforts.
- Effective communicator who actively engages with users, peers, Corporate IT staff, and cross‑functional teams to coordinate work, resolve issues, and ensure alignment.
- Demonstrates accountability and ownership for assigned systems and responsibilities, including follow‑up, documentation, and continuous improvement.
- Able to effectively intake, prioritize, and execute work requests originating from Corporate IT while balancing local responsibilities and independently managing time, tasks, and deliverables.
- Maintains a high level of professionalism, reliability, and work ethic, with a customer‑focused mindset when supporting IT services.
- This is not a comprehensive list of duties. Duties may change without notice in management's sole discretion. Hendrickson is an at-will employer, each employee is free to resign at any time, just as Hendrickson is free to terminate employment at any time without cause or notice.
We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, or other characteristics protected by law.
Req Benefits: We offer a full complement of benefits that include medical, dental, and vision insurance; life, travel, and disability insurance; a flexible spending account; 401K plans; a pension plan; paid holidays and vacation. We also offer financial assistance programs if you decide to adopt a child or want to pursue further education. We have a comprehensive wellness program and an Employee Assistance Program, that supports individuals in the proactive management of their overall health and wellness.
