Manufacturing IT & End-User Support
Reports to: Senior IT Support Manager
Location: 100% Onsite
We are seeking a hands-on IT Desktop Administrator to provide onsite technical support across office, manufacturing, and production environments. This role supports Windows endpoints, Microsoft cloud services, printers, IoT devices, IP cameras, network connectivity, and manufacturing production systems within a fast-paced SMT/PCBA manufacturing operation.
This is a high-urgency, execution-focused support role. The ideal candidate is comfortable working directly with users, equipment, production systems, and infrastructure to quickly troubleshoot and resolve issues. This is not a ticket-routing role; it is a hands-on position focused on rapid issue resolution, production uptime, and strong onsite support.
- Provide hands-on support for Windows 10/11 laptops, desktops, peripherals, and mobile devices.
- Perform hardware builds, imaging, deployment, break/fix support, and device replacements.
- Troubleshoot Windows OS issues, Microsoft 365, Outlook, Teams, SharePoint, OneDrive, VPN, and remote access tools.
- Support endpoint provisioning and device lifecycle management using Microsoft Intune, Entra ID, and Active Directory.
- Assist with onboarding and offboarding, including account setup, device preparation, and access changes.
- Provide direct onsite IT support for SMT/PCBA manufacturing environments.
- Support production systems, workstations, and equipment interfaces, including AXI, ViTrox, PLR workstations, V-One platforms, and related systems.
- Troubleshoot machine-to-PC communication, software connectivity, system integrations, and production line issues.
- Support production line setup, equipment onboarding, system upgrades, and operational readiness.
- Work closely with engineering, operations, vendors, and IT teams to resolve production-impacting issues.
- Prioritize restoration of production systems to minimize downtime.
- Maintain and troubleshoot IoT devices across manufacturing and facility environments.
- Support IP camera systems, video streaming, surveillance infrastructure, and related network connectivity.
- Troubleshoot device failures, streaming issues, connectivity problems, and network integration issues.
- Coordinate with vendors and internal teams to improve device reliability and uptime.
- Support network printers, local printers, label printers, and production printing systems.
- Resolve print queue, driver, connectivity, configuration, and device issues.
- Coordinate vendor repairs and maintenance when needed.
- Provide onsite support for LAN connectivity, IP addressing, DNS, DHCP, switching, and physical network issues.
- Perform basic network cabling tasks, including Ethernet cable installation, tracing, termination, replacement, and patching.
- Troubleshoot patch panel, switch port, printer, IoT, endpoint, and production connectivity issues.
- Support IT and OT segmented network environments.
- Escalate complex infrastructure issues to network engineers while assisting with onsite troubleshooting.
- Collaborate with endpoint automation and infrastructure teams to test, validate, and deploy endpoint solutions.
- Support rollout and validation of Intune policies, Windows updates, patches, application deployments, and configuration changes.
- Provide hands-on field feedback to improve endpoint stability, user experience, and deployment success.
- Own IT tickets in FreshService from intake through resolution.
- Prioritize incidents based on user, business, and production impact.
- Communicate clearly and promptly with users, stakeholders, and IT leadership.
- Perform root cause analysis for recurring or high-impact issues.
- Focus on rapid resolution first, with documentation completed after the issue is resolved.
- Maintain Active Directory and Entra ID user and device records.
- Manage endpoint compliance, configuration, and device health using Microsoft Intune.
- Support Windows patching, updates, asset tracking, and endpoint standards.
- Follow endpoint security, access control, patch compliance, and device hardening requirements.
- Report and escalate suspicious activity or potential security incidents.
- Maintain SOPs, troubleshooting guides, and support documentation.
- Document recurring issues and resolutions.
- Identify opportunities to reduce downtime, improve reliability, and streamline support processes.
- Contribute to continuous improvement across IT support, manufacturing systems, and endpoint operations.
- 5–7 years of hands-on IT support experience in technical support, desktop support, systems support, or related roles.
- Strong experience supporting Windows 10/11 environments.
- Hands-on experience with:
- Microsoft Intune
- Active Directory
- Entra ID
- Microsoft 365
- Outlook, Teams, SharePoint, and OneDrive
- Experience with hardware builds, imaging, deployment, troubleshooting, and break/fix support.
- Experience supporting network and local printers, including production or label printing systems.
- Experience troubleshooting IoT devices, IP cameras, or similar connected devices.
- Hands-on experience with network cabling and physical connectivity troubleshooting.
- Strong understanding of networking fundamentals, including DNS, DHCP, IP addressing, LAN connectivity, and switching.
- Experience using ITSM tools such as FreshService or similar platforms.
- Comfortable working onsite daily in office and manufacturing environments.
- Strong troubleshooting skills with a sense of urgency and ownership.
- Experience supporting SMT, PCBA, electronics manufacturing, or industrial production environments.
- Experience supporting manufacturing production systems, test equipment, or machine-connected workstations.
- Exposure to IT/OT environments or segmented manufacturing networks.
- Basic scripting experience using PowerShell, batch scripting, or similar tools.
- Advanced Intune experience, including Autopilot, compliance policies, configuration profiles, and application deployment.
- Experience working with endpoint automation, imaging, or infrastructure teams.
- Understanding of cybersecurity practices in manufacturing environments.
- Strong onsite presence and responsiveness.
- Ability to troubleshoot hands-on and resolve issues without unnecessary escalation.
- High ownership of issues from intake through resolution.
- Ability to support users, production teams, equipment, and infrastructure in a fast-paced environment.
- Strong communication under pressure.
- Production-aware mindset with a focus on uptime and operational continuity.
- Reliable follow-through, accountability, and urgency.
- Ability to build trust with users, operations, engineering, vendors, and IT teams.
- 100% onsite role supporting office, manufacturing floor, and production environments.
- Frequent interaction with users, production equipment, IoT devices, printers, and infrastructure.
- Fast-paced environment where downtime can directly impact operations.
- Moderate physical activity required, including working around production areas and performing cabling-related tasks.
- Occasional off-hours support, maintenance windows, or on-call support may be required.
The ideal candidate is a hands-on IT professional who takes ownership, moves quickly, and is comfortable troubleshooting directly at the source of the problem. This person is technically strong, production-focused, calm under pressure, and able to support both office users and manufacturing systems with urgency and accountability.
ITAR/EAR Compliance: Due to the nature of the work performed at Rocket EMS, this position may require access to export-controlled technical data or technology. The successful candidate must be eligible to access such information under applicable U.S. export-control laws or be eligible for any required government authorization.
Rocket EMS will consider qualified applicants with criminal histories in a manner consistent with the California Fair Chance Act. Candidates are not required to disclose criminal history or participate in a background check unless and until a conditional offer of employment has been made. Any final offer of employment may be conditioned on completion of a background check, consistent with applicable law.
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