IT Production Support Technician-$23.16-$25.29
Express Employment Professionals is partnering with a local organization to hire an IT Production Support Technician. This role plays a key part in supporting and enhancing technology systems by contributing to the development of new functionality and improving existing solutions. The technician will serve as a liaison between the outsourced Service Desk, Production Support Team, and Infrastructure Team, while also acting as a backup escalation point for technical support.
Key Responsibilities
- Serve as a Tier 2 escalation point for the outsourced Service Desk.
- Lead and coordinate Production Support projects and initiatives.
- Troubleshoot and resolve routine technical issues across hardware, software, and third-party applications.
- Act as backup to the Production Support Manager.
- Develop, maintain, and improve documentation standards related to infrastructure, service desk processes, and system development.
- Identify and implement system improvements to enhance performance, security, reliability, scalability, and functionality.
- Deliver technical support via phone, in-person, and online channels, ensuring accurate documentation of incidents.
- Maintain working knowledge of all applications to assist employees or route issues appropriately.
- Collaborate with stakeholders and third-party vendors to ensure service expectations are met and procedures are followed.
- Stay current on hardware, software, and third-party technologies used within the organization.
- Provide technical guidance, mentorship, and training to the Service Desk team, and assist in developing policies and procedures.
- Manage workstation deployment and maintenance.
- Oversee inventory management of IT peripherals and equipment.
- Assist with decommissioning outdated hardware and software.
- Provide on-site (“remote hands”) support for vendors and the Infrastructure Team.
- Monitor systems, alerts, and logs; create tickets and coordinate with vendors as needed.
Preferred Qualifications
- Associate degree in Information Technology or related field, or equivalent work experience (2+ years).
- Strong proficiency in Microsoft Office Suite / Office 365 (Excel, Word, etc.).
- CompTIA certification preferred.
- Minimum of 2 years of technical customer service or help desk experience.
- Working knowledge of:
- Enterprise-level hardware
- IT peripherals and device support
- Basic VoIP phone systems
- Building infrastructure systems
- Ticketing systems and service management tools
To Apply:
Contact Kaleigh at 307-632-0567 to schedule an interview, and send your resume to Kaleigh.Kremke@expresspros.com.