Job Description

cb20 is an award-winning provider of managed IT and audio-visual services, proudly serving organizations across New York, Massachusetts, and the greater New England region. With over 30 years of experience, a team of world-class engineers, and trusted partnerships with the world’s leading hardware and software providers, we deliver confidence, security, and above all "An Experience Above".

cb20 won the Albany Business Review Best Places to Work and Albany Times Union Top Places to Work five years in a row. In 2025, cb20 achieved the #1 spot in the over 100 category at the ABR Best Places to Work event. People are cb20's greatest asset.

We are seeking a skilled and motivated Lab/Manufacturing IT Support Technician to join our team. This position is responsible for delivering outstanding manufacturing IT support to our customers across IT infrastructure, end-user services. The ideal candidate will have a strong background in help desk operations, managed services, and AV support in both remote and onsite environments.

Key Responsibilities can include:

• Provide technical leadership and subject matter expertise for IT manufacturing and lab support initiatives
• Provide IT technical support for manufacturing process areas, clean rooms, and lab environments
• Coordinate and facilitate IT support with corporate teams pertaining to any issues for manufacturing and lab users
• Onboard supplied vendor computer systems to ensure compliance with company policies
• Setup and configure company provided systems for lab/manufacturing use
• Assist lab/manufacturing teams during equipment qualifications
• Maintain assigned support and incident tickets as per established SLAs

Testing & Troubleshooting

• Test manufacturing systems to ensure functionality before events or meetings.
• Diagnose and resolve issues
• Perform routine maintenance checks on equipment.
• Replace or repair damaged components

Training & User Support

• Train users on systems as needed
• Create simple user guides or cheat sheets for non-technical staff
• • Offer basic troubleshooting support over phone, email, or chat

Required Skills & Qualifications:

• Proven expertise in help desk operations, end-user support, wireless networking, and managed IT services.
• Hands-on experience with installing and supporting manufacturing systems and infrastructure hardware.
• Strong understanding of Microsoft Operating Systems and basic networking protocols.
• Excellent troubleshooting, documentation, and communication skills.
• Ability to work independently and as part of a team in fast-paced environments.
• Willingness to provide after-hours support and participate in on-call rotations.