Special-Lite is hiring: IT End User Support Specialist in Decatur

Overview

Job Title: IT End User Support Specialist

Department: Information Technology

Reports to: Director of IT

Approved by / Date: F. Caron, 03.2025

FLSA Status: Exempt / Salaried

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The physical demands described in this job description must be met by an employee to successfully perform the essential functions. Special-Lite will make reasonable accommodations to enable individuals with disabilities to perform the essential functions.

Position Summary: Provides professional support for end users of personal computers or their associated networks, hardware, software, or peripherals. This role requires a diverse skill set to investigate, diagnose, and resolve technical issues while implementing effective long-term solutions. Working collaboratively in a team environment, the role combines technical expertise with strong problem-solving and interpersonal skills to ensure exceptional customer service, enhance organizational productivity, and improve user satisfaction.

Responsibilities

• Provide tier one technical support to end-users, including onboarding process for new users, maintain user personal computers and maintain computer network systems with necessary upgrades and configurations.
• Assist in the deployment and maintenance of IT infrastructure including workstation, servers, peripherals and networking infrastructure.
• Install or modify software, as recommended or prescribed, for new hardware and various computer-related systems, and address new software or hardware issues with the current systems as needed.
• Participate in the implementation of new technologies and systems, assisting with user adoption and providing feedback for improvements.
• Report on improvements and solutions made, as well as any setbacks.
• Create, edit and update IT documentation including but not limited to training manuals, software deployment and installation documentation, and checklists, for new and updated software, hardware and various computer-related systems.

Qualifications

• Associate degree and/or trade school certification from an accredited education institution in Computer technology, Information Systems, or a related degree program preferred.
• Minimum 2-4 years providing technical support in an enterprise environment.
• Experience provisioning, deploying, troubleshooting, and repairing Windows PCs.
• Ability to work on-premises at our Decatur MI location with occasional travel to remote plants as needed.
• Experience with RMM tools, Ticketing Systems (FreshService), Asset Management, and Imaging.
• Basic understanding of networking concepts including TCP/IP, DHCP, DNS, VPN.
• Experience writing technical and user-facing documentation.

Physical Requirements

• Frequently required to use hands and fingers to handle, feel or operate office equipment, and reach with hands and arms.
• Frequently required to talk and hear.
• Frequently required to sit for long periods of time.
• Required to occasionally stand and walk.
• Occasionally required to lift, push, pull and/or move up to 20 lbs.
• Specific vision abilities required include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Safety Equipment

• Safety glasses are always required on the production floor.
• Hearing protection is required in designated areas.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Information Technology

Industries

• Manufacturing

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