Information Technology Support Specialist

Classification: Exempt

Department: IT

Reports to: System Administrator   

Date: January 2025

Information Technology Support Specialist

JOB DESCRIPTION

Summary/ Objectives

Puck Enterprises is a fast-growing company located in western Iowa. We are currently looking for the right individual to join our team as an Information Technology Support Specialist. The IT Support Specialist provides entry-level technical support to employees across the organization, assisting with day-to-day IT issues and helping ensure reliable technology support for office and manufacturing operations. This role works under the guidance of the System Administrator and focuses on learning core IT systems, troubleshooting fundamentals, and supporting end users in a production-focused environment.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

End-User Support

Provide first- and second-level technical support for desktops, laptops, mobile devices, printers, and peripheral equipment.

Troubleshoot hardware, software, and network connectivity issues for office and manufacturing users.

Respond to helpdesk tickets and walk-up requests, prioritizing issues that impact production and shipping.

Assist with user account setup, permissions, password resets, and access management under the direction of the System Administrator.

Manufacturing & Shop-Floor Support

Support shop-floor systems such as production PCs, barcode scanners, label printers, HMIs, and shared terminals.

Troubleshoot issues with manufacturing software (ERP terminals, time-tracking systems, quality systems, etc.).

Coordinate with operations and engineering teams to resolve IT issues that affect throughput and uptime.

Assist with deployment and maintenance of devices used in production areas.

Systems & Infrastructure Support

Assist the System Administrator with routine system maintenance, updates, and monitoring.

Help maintain network devices, switches, Wi-Fi access points, and cabling.

Support basic server, Active Directory, Microsoft 365, and backup tasks as assigned.

Document issues, resolutions, and procedures to support knowledge sharing and continuous improvement.

Security & Compliance

Follow IT security policies and best practices.

Assist with endpoint security, patching, antivirus, and access control.

Report security incidents or vulnerabilities to the System Administrator.

Support IT compliance requirements relevant to manufacturing customers and standards.

Projects & Continuous Improvement

Participate in IT projects such as hardware refreshes, software rollouts, and process improvements.

Identify recurring issues and recommend solutions to improve reliability and efficiency.

Assist in creating user guides and basic IT training for employees.

Competencies

Technical Capacity.

Problem Solving.

Communication Proficiency.

Teamwork.

Supervisory Responsibility

This position has no direct supervisory responsibility.

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.  This role will also spend time traveling, on site at customer premises, and in field demonstrations.  Exposure to extreme heat and cold is possible, as well as exposure to adverse conditions related to field demonstrations

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; talk or hear. The employee must occasionally lift or move office products and supplies, up to 20 pounds.

Position Type & Expected Hours of Work

This is a full-time position. Days and hours of work are Monday through Friday, 8:00 a.m. to 5 p.m.  This position may occasionally require long hours and weekend work.

Travel

Some travel will be required to the various Puck locations, including out-of-the area and overnight travel.   

Required Education & Experience

High school diploma or equivalent required; Associate’s degree in IT or related field preferred.

0–2 years of IT support, helpdesk, or technical experience (internships count).

Basic familiarity with:

Windows operating systems

Microsoft 365 applications

PC hardware and peripherals

Strong interest in IT systems, troubleshooting, and learning new technologies.

Good communication skills and a customer-service mindset.

Equal Employment Opportunities (EEO)

Puck provides equal employment opportunities (EEO) to all team members and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Puck complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Puck expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Puck’s team members to perform their job duties may result in discipline up to and including discharge.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the team member for this job. Duties, responsibilities, and activities may change at any time with or without notice.