SUMMARY:

The Technical Support Specialist is an entry-level position that works alongside the Network Administrator to provide first-line technical support across Alloy Precision Technologies (APT). This individual supports end users, manufacturing systems, and the growing network of Industrial Internet of Things (IIoT) devices, sensors, and connected equipment on the shop floor. The Technical Support Specialist responds to help desk requests; troubleshoots hardware, software, and connectivity issues; and assists with the installation, monitoring, and maintenance of network and production equipment. This position plays a key role in keeping APT’s information systems running reliably and in compliance with federal and customer requirements, including ISO 9001, AS9100, ITAR, DFARS, and NIST SP 800-171/CMMC cybersecurity controls.

ESSENTIAL DUTIES AND RESPONSIBILITIES

· Serve as the first point of contact for end-user technical support; log, prioritize, and resolve help desk tickets for hardware, software, peripherals, network connectivity, and account access, escalating complex or higher-level issues to the Network Administrator.

· Troubleshoot, repair, and maintain desktops, laptops, mobile devices, printers, and shop-floor terminals; perform setup, imaging, and deployment of new equipment for end users.

· Work alongside the Network Administrator to install, configure, monitor, and maintain network equipment, servers, and the company’s growing population of Industrial Internet of Things (IIoT) devices, sensors, and connected manufacturing equipment on the production network.

· Perform routine system maintenance under the direction of the Network Administrator, including software updates, patching, endpoint/antivirus management, and backups; monitor systems and report anomalies.

· Assist with administering user accounts, permissions, and security controls in accordance with federal and customer cybersecurity requirements, including ITAR, DFARS, and NIST SP 800-171/CMMC. All quality certification procedures currently in place, such as ISO 9001 and AS9100, must be followed.

· Maintain accurate documentation of IT assets, configurations, and support activity; work cooperatively with staff members and other APT personnel in a supportive, positive, and results-oriented team environment.

· Other duties as assigned by the Network Administrator.

EDUCATION AND/OR EXPERIENCE:

• Technical training or certification — is preferred. This is an entry-level position; recent graduates and candidates with 0–2 years of experience are encouraged to apply.

• Must have working knowledge of Windows operating systems, Microsoft Office applications, and PC hardware troubleshooting. Familiarity with networking fundamentals (TCP/IP, DNS, DHCP), help desk ticketing systems, and ERP systems such as Visual ERP is a plus. CompTIA A+, Network+, or Security+ certification (or the willingness to obtain one) is strongly preferred. Must be dependable, detail-oriented, eager to learn, and able to handle multiple requests in a fast-paced, team environment.

• Exposure to manufacturing environments, IIoT/industrial devices, or regulated industries — such as aerospace and defense, power generation, oil and gas, pharmaceutical, or medical — is a plus. To meet federal and customer requirements, the candidate must be eligible to access ITAR/export-controlled information.

PHYSICAL REQUIREMENTS:
• Must be able to type and sit at a computer for an extended period of time.
• Must be able to lift and carry computer and network equipment (up to approximately 50 lbs) and move throughout the manufacturing facility to access equipment on the shop floor.
• Must be able to communicate effectively.

PERSONAL PROTECTIVE EQUIPMENT:

When on the shop floor must wear safety glasses and any other personal protective equipment required for the area.