Position Objective

The Information Technology Technician is responsible for providing day-to-day technical support and maintenance of the Company’s information technology systems at the Manufacturing Facility.

The incumbent ensures the proper functioning of computer hardware, software, networks, communication systems, and related IT equipment across the manufacturing plant, warehouse, and administrative areas. The role supports production and business operations by responding to user issues, maintaining IT equipment, assisting with installations, and ensuring minimal disruption to operational systems.

The position plays a key role in maintaining system uptime, supporting end-users, troubleshooting technical issues, and assisting with the smooth operation of manufacturing-related technology systems.

Duties and Responsibilities:

Technical Support and User Assistance

·        Provide first-line and second-line technical support to users across the manufacturing facility.

·        Troubleshoot and resolve hardware, software, network, and application issues in a timely manner.

·        Respond to helpdesk tickets, service requests, and technical incidents.

·        Assist users with basic software applications, email systems, printers, scanners, and business systems.

·        Escalate complex technical issues to the IT Supervisor or external service providers when necessary.

·        Provide on-site support across production areas, warehouses, and administrative offices.

IT Equipment Maintenance and Installation

·       Install, configure, and maintain computers, printers, scanners, handheld devices, and other IT equipment.

·       Perform routine maintenance and repairs on IT hardware and peripherals.

·       Assist with setup and deployment of new systems, equipment, and user workstations.

·       Ensure all IT equipment is properly connected, operational, and maintained.

·       Maintain cleanliness, organization, and proper handling of IT hardware and equipment.

Network and Systems Support

·       Assist in maintaining network connectivity across the manufacturing facility, including production, warehouse, and office areas.

·       Troubleshoot network connectivity issues related to LAN, WAN, and wireless systems.

·       Support internet connectivity, telecommunication systems, and internal communication tools.

·       Assist with monitoring basic system performance and reporting issues to senior IT personnel.

·       Ensure end-user devices remain properly connected to network resources.

Manufacturing Facility IT Support

·       Provide technical support for production-related systems used within the facility.

·       Assist with inventory management systems, barcode scanners, and other operational devices used in warehouse and production environments.

·       Support technology used in manufacturing operations to ensure minimal downtime.

·       Respond promptly to IT-related issues affecting production activities.

·       Assist in the deployment and maintenance of systems used for operational reporting and data capture.

Preventive Maintenance and IT Housekeeping

·        Perform routine inspections of IT equipment to ensure proper functioning.

·        Assist in preventative maintenance activities for hardware and network equipment.

·        Identify and report potential system issues or equipment failures.

·        Ensure proper cable management, labeling, and organization of IT infrastructure.

·        Support data backup procedures as directed by senior IT staff.

Asset Management and Documentation

·        Assist in maintaining accurate records of IT equipment and inventory.

·        Track movement and usage of IT assets across departments.

·        Assist in installing and configuring licensed software in compliance with company policies.

·        Maintain logs of service requests, repairs, and maintenance activities.

·        Ensure proper handling and safeguarding of IT equipment.

Health, Safety and Compliance

·        Comply with all Company IT policies, procedures, and standards.

·        Adhere to Occupational Safety and Health requirements when handling equipment.

·        Report unsafe conditions or equipment faults immediately.

·        Ensure safe installation and use of electrical and IT equipment.

·        Maintain confidentiality of company data and user information at all times.

General Responsibilities

·        Provide support during IT upgrades, installations, and system rollouts.

·        Assist in troubleshooting system issues during emergencies or production downtime.

·        Support IT initiatives aimed at improving efficiency and system reliability.

·        Perform any other related duties as assigned by the IT Supervisor or Management.

Qualification Requirements, Education and/or Experience

Education

·       Diploma or Certificate in Information Technology, Computer Studies, Computer Science, or related field.

Experience

·        Minimum of two (2) years’ experience in IT support, helpdesk, or technical support role.

·        Experience in a manufacturing, industrial, warehouse, or production environment would be an asset.

·        Experience supporting hardware, networks, and end-user systems preferred.

Knowledge and Skills

·        Basic knowledge of computer hardware, software, and troubleshooting techniques.

·        Understanding of Windows operating systems and Microsoft Office applications.

·        Basic knowledge of networking concepts (LAN/WAN/Wi-Fi).

·        Ability to troubleshoot technical issues efficiently.

·        Good communication and customer service skills.

·        Ability to work under pressure in a manufacturing environment.

·        Strong attention to detail and problem-solving ability.

·        Willingness to work across production areas and respond to operational needs.

Key Performance Indicators (KPIs)

·        Timely resolution of helpdesk tickets and user issues.

·        System and equipment uptime across assigned areas.

·        Response time to production-related IT issues.

·        Accuracy in IT asset tracking and documentation.

·        User satisfaction with IT support services.

·        Compliance with IT procedures and safety standards.

·        Reduction in recurring technical issues through proper maintenance.