IT Support Specialist

Position Summary:

Redwood Materials is seeking an experienced & skilled individual to join the IT/OT Support team for our fast-growing and dynamic environment. The individual in this role will provide support for end-user devices, software, accounts, and workflows. They will work with and receive ticket escalation from their peers on the support team, and they will utilize the IT helpdesk ticketing system for issue intake, documentation, and escalation to other support teams. This role will involve support of employees and devices on-site at multiple facilities, mobile, as well as remote employees who are national and international in a mix of business and industrial settings. Occasional personal vehicle use. May include national and international travel.

Essential Duties and Responsibilities

• Enterprise endpoint support – laptop and desktop management, domain accounts, software support, printers
• Manufacturing support – Supervisory Control and Data Acquisition (SCADA) devices, Human-Machine Interfaces (HMIs), process cameras, label printers, barcode scanners.
• Provision, maintain, and support Windows, MacOS, Linux, iOS, and Android based systems and devices
• Manufacturing Execution System (MES) Process development & support
• Thorough troubleshooting, documentation, and resolution of support issues and processes
• Escalation of trouble tickets to other support teams
• Utilize the IT Knowledge Base system to define and promote best practices and procedures within the Redwood enterprise IT environment
• Serve as knowledge lead for enterprise best practices on operational workflows and processes utilizing technology
• Serve as the lead on enterprise projects involving IT, including construction, equipment moves, and new technology implementations.
• Configure and define IT services utilizing technologies like Microsoft Active Directory, Group Policies, Microsoft Entra, inventory and warehouse system mobile device and endpoint management, and more.

Skills, Knowledge, and Abilities

• 1+ years in an enterprise IT Support related role
• Supporting HMIs, label printers, scanners, and other process support equipment
• IT Desktop Support, Active Directory, Microsoft Azure, Windows, MacOS, Linux
• Excellent customer service, attitude, and self-motivation
• Desire to learn and grow along with the company