IT Support Technician Job at TEKsystems in Village of East Syracuse

Our client is seeking a motivated and customer-focused Level 1/2 IT Support Technician to join its enterprise IT team at the Syracuse, NY manufacturing facility. This is a long-term contract opportunity that mirrors a full-time role, offering benefits, paid time off, and the potential for future conversion.

As part of a growing team supporting increased production and new manufacturing lines, you will be the primary on-site resource for day-to-day IT support, ensuring smooth operations for both office and factory personnel.

Key Responsibilities:

• Provide Level 1 and Level 2 technical support for approximately 400 local users, including factory floor and office staff.
• Respond to and resolve hardware, software, and network issues, including Office 365, email, password resets, and general Windows Enterprise support.
• Manage and resolve tickets from a shared service queue, primarily via written requests and follow-up calls.
• Handle Service Desk calls routed from the central Help Desk in Greene, NY.
• Support desktop deployments, imaging, hardware replacements, and peripheral troubleshooting.
• Assist with basic network troubleshooting and escalate complex issues as needed.
• Follow documented procedures to configure and connect factory devices (e.g., wireless scanners) to the network.
• Use TeamViewer for remote support when necessary.

Example Support Scenarios:

• Troubleshooting Outlook or Office 365 issues.
• Performing PC upgrades or replacements.
• Diagnosing non-functional peripherals (e.g., mouse, printer).
• Connecting factory devices to the wireless network.
• Escalating unresolved issues to higher-level support.

Preferred Qualifications:

• Experience with ServiceNow (especially 3C Logic integration).
• Familiarity with TeamViewer or similar remote support tools.
• Exposure to IT projects such as system upgrades or new technology rollouts.
• Strong troubleshooting skills in Windows environments and enterprise applications.

Training Plan:

The Primary Training Plan for the first Month would be as follows:

1. Shadowing and learning our process, communication with end users, etc.
2. Learning Service Now and 3CLogic, entering and responding to tickets.
3. Getting experience with answering help desk calls and routing tickets.

Additional Training Topics:

• Documentation and Procedures: IT Procedures and Policies, security request, new phone or computer request, incident response, PPM, etc.
• Imaging and Upgrades: Imaging new computers, re-imaging existing builds, Windows 7 to 10 upgrades, etc.
• Printers: Ricoh Printer support, supplies and toner, label printer support, Loftware and common hardware issues.
• Application Support: General understanding of applications in use, procedures for common application installs or common support issues, SCCM, etc.
• Active Directory: OU level organization, AD basics, user accounts, user setup procedure, termination procedure, computer accounts.
• Network Cabling: Procedure for installing cabling in the shop or office, creating network cables.
• Citrix: How Citrix is used at Muscatine.
• Phone Support: iPhone support, common problems and requests, Flip Phones, Phone Policies, VOIP phone basics.

Pay and Benefits:

The pay range for this position is $17.00 - $23.00/hr. Eligibility requirements apply to some benefits and may depend on job classification and length of employment. Benefits include medical, dental & vision, critical illness, accident, and hospital, 401(k) Retirement Plan, life insurance, short and long-term disability, health spending account, transportation benefits, employee assistance program, time off/leave (PTO, vacation or sick leave).

Workplace Type:

This is a fully onsite position in East Syracuse, NY.

Application Deadline:

This position is anticipated to close on Oct 11, 2025.

About TEKsystems:

TEKsystems is an Allegis Group company and an equal opportunity employer. We will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.