Job Description

Title: On-Site Technical Support Specialist – Shop Floor (2 positions)
Job Type: Contract
Location Euclid, OH or Mentor, OH
Onsite/Travel Requirements: Onsite 5 days a week
Eligibility: This role is not open to current or future sponsorship, or C2C partnerships

Wright Technical Services is proud to represent a highly respected Fortune 500 global manufacturer for this On-Site Technical Support Specialist role. This position provides hands-on and remote technical support in a manufacturing environment, ensuring reliable performance of desktop and tablet devices, peripherals, and enterprise applications. The role involves troubleshooting hardware and software issues, performing repairs and installations, and supporting both standard business software and specialized plant systems.

Note: While this position primarily supports on-site users in the Cleveland area, it also provides remote assistance to locations across the U.S. and Canada.

Qualifications

• Bachelor’s degree in Computer Science (or equivalent) Preferred, with 5+ years of experience supporting internal desktop systems, and incident management. Candidates without a degree must have 5+ years of relevant experience.

• Delivers hands-on shop floor PC support in a fast-paced production environment, ensuring system reliability, minimizing downtime, and enabling on-time delivery to customers.

• Proficiency with Office 365 and advanced troubleshooting techniques with Microsoft Active Directory, Microsoft M365 technologies (Teams, OneDrive, Enterprise Apps, Intune), Windows OS, Apple iOS, administration and security, deployment and management, automation technologies.

• Experience with extensive hardware, network and software troubleshooting.

• Hands on experience on LAN/ WAN and Wi-Fi Networks; working and managing a switched network.

• Efficiently manage and prioritize multiple support requests and tasks and proven ability to resolve technical issues effectively in a fast-paced, global environment.

• Strong verbal and written communication skills, as you will interact with end-users of varying technical backgrounds.

• Excellent problem-solving and critical thinking abilities to diagnose and resolve technical issues efficiently.

• A strong commitment to providing excellent customer service and a patient, friendly demeanor.

• Ability to work effectively in a team and collaborate with other IT professionals.

• Strong understanding of risk management, regulatory standards, and IT compliance policies.

• Physical ability to lift up to 60 pounds on an occasional basis.

• Work on a rotating on-call basis approximately once every 3-4 weeks.

Competencies

• Results oriented.

• Good oral, written communication, and presentation skills

• Decisive, with little or no information

• Ability to lead through ambiguity.

• Situational awareness

• Independent learner

• Excellent customer service focus

• Collaboration and good interpersonal skills

Key Responsibilities

• Effectively operate within defined guidelines while demonstrating strong independent judgement and minimal need for supervision.

• Follow technical workstreams, coordinating activities to achieve successful and timely outcomes.

• Provide technical support efforts for desktops, tablets, label printers, and other end-user hardware and software, ensuring reliable performance and timely issue resolution.

• Respond to incidents and service requests in person, by phone, or via remote access, ensuring timely and effective resolution.

• Diagnose, repair, and maintain computer systems, network connections, and peripheral equipment.

• Escalate complex issues to higher-level technical teams as appropriate, maintaining ownership and communication through resolution.

• Collaborate with Desktop Engineering, IT Security, and Networking teams to maintain standard images, troubleshoot software clients, and ensure compliance with IT standards.

• Image, configure, and deploy a variety of devices including PCs, tablets, RF guns, iGels, and printers.

• Maintain accurate ticketing and performance metrics; participate in on-call PagerDuty support rotations.

• Maintain detailed records of support requests, solutions, and configurations. Create and update technical documentation and knowledge base articles.

• Adhere to security policies and best practices, ensuring the protection of sensitive data and compliance with security regulations.

• Assist with Lifecycle Management efforts maintaining an inventory of IT assets, including computers, peripherals, printers, and software licenses.

• Work with hardware and software vendors to facilitate warranty claims, repairs, and procure necessary equipment.

• Assumes additional responsibilities as needed or directed in support of client’s Strategy.

Wright Technical Services and our client are Equal Opportunity Employers. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.