Job Description: Tier 1 IT Onsite Support Technician

SOFIE Manufacturing Facility - Totowa, NJ

Position Overview

The Tier 1 IT Onsite Support Technician is responsible for providing first-level IT support at the SOFIE manufacturing facility in Totowa, NJ. This role focuses on overnight operations and is critical to maintaining uninterrupted technology services for SOFIE facilities across the United States.

Work Schedule

• Hours: 11:00 PM to 7:00 AM, Sunday through Friday

• Location: Totowa, NJ - NJ3 SOFIE Manufacturing Facility

Key Responsibilities

• Serve as the primary contact for IT support calls during overnight hours.

• Resolves Tier 1 nighttime support tickets efficiently and accurately.

• Assist all SOFI facilities with troubleshooting hardware and software issues, ensuring minimal disruption to manufacturing operations.

• Provide Tier 1 support and triage for all SOFIE facilities across the US, escalating issues as needed to higher-level IT personnel.

• Document support activities and maintain accurate records of ticket resolutions.

• Monitor facility systems for any irregularities and proactively address potential issues.

• Documents and troubleshooting for printers at all SOFIE facilities. Problem solves any issues or irregularities.

• Works in Office 365 and Windows Active Directory to manage and maintain accounts and do password resets as needed.

Qualifications

• High school diploma or equivalent required; associate degree or technical certification in IT preferred.

• Previous experience in IT support / help desk environment is a requirement.

• Strong problem-solving and communication skills.

• Ability to work independently during overnight shifts.

• Familiarity with common operating systems, network troubleshooting, and basic IT hardware.

Physical Requirements

• Ability to stand, walk, and move throughout the manufacturing facility as needed.

• Occasional lifting of IT equipment up to 25 lbs.

Application Process

Interested candidates should submit their resume and cover letter to SOFIE.