Technology Specialist - Springfield, MA

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SWH-7634

Springfield

Massachusetts

Full-time

1st shift: 8:00 am - 5:00 pm (M-F)

Technology Specialist - MA

This role will be based out of our Massachusetts location.

JOB PURPOSE

The Technology Specialist provides intermediate-level technology support at a manufacturing site with increased expectations for independent execution and hands-on problem solving. This role supports and maintains company technology equipment, software, and IT assets by installing, configuring, diagnosing, repairing, and upgrading end-user devices to ensure optimal performance.

The Technology Specialist resolves complex issues, mentor's junior technicians, and coordinates effectively with centralized IT teams, vendors, and other third-party partners. The role also provides end-user training and assistance where required and contributes to IT project execution and technology specifications within service desk scope. $24.00-$31.21

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Independently resolve a broad range of incidents and requests, including non-routine issues requiring deeper troubleshooting and analysis.
• Mentor junior technicians; reinforce troubleshooting discipline, escalation quality, ticket documentation standards, and customer communication.
• Provide hands-on local execution to support remote troubleshooting efforts (e.g., device swaps, basic validation/testing, local checks) within approved safety and policy boundaries.
• Support operational user technologies and workflows; rapidly coordinate escalation for production-impacting incidents.
• Create and maintain knowledge articles and local runbooks reflecting real site conditions; identify and correct outdated documentation.
• Install, configure, and upgrade hardware/software and complete device refreshes and swaps; validate functionality and performance after changes.
• Manage and track inventory of hardware and IT assets, including asset tagging and software license awareness/coordination per process.
• Provide end-user training and guidance on approved hardware, software, and collaboration tools; develop or improve quick-reference materials as needed.
• Participate in site support planning and small projects; coordinate with vendors/third-party partners as assigned for delivery, installation, or troubleshooting.
• Ensure escalations to centralized IT teams include complete diagnostics, clear problem statements, and documented steps taken.
• Participate in location-based on-call rotations and flexible scheduling as required to support critical operations, which may include weekends and holidays as needed; coordinate cross-site support when appropriate.

CONTINUOUS IMPROVEMENT EXPECTATIONS

Documentation, tooling, and ITSM workflows are actively maturing. All team members are expected to contribute to continuous improvement.

Identify outdated, unclear, or missing documentation and submit feedback or suggested updates appropriate to role level.

Capture lessons learned in ticket notes and knowledge contributions to reduce repeat incidents and improve consistency.

Identify gaps between documented procedures and site realities and provide clear feedback or suggested updates to improve shared knowledge and runbooks.

• Improve documentation accuracy and usability to support consistent resolution and onboarding.
• Identify recurring issues and propose practical remediation actions to reduce repeat incidents.

SCOPE AND COMPLEXITY

Operates with high independence due to site model.

Serves as a key escalation resource for junior technicians and a primary local execution partner for centralized IT teams.

Uses sound judgment to prioritize work based on production impact and business risk.

ADDITIONAL DUTIES AND RESPONSIBILITIES

NOTE: This list presents only the principal duties of the position and is not intended to be comprehensive. Duties and responsibilities may be changed or supplemented at any time in accordance with business needs and conditions.

• Support site-facing initiatives and small projects by coordinating and executing local tasks within service desk scope.
• Limited travel to other locations may be required to maintain cross-site resiliency and understanding.
• Other duties as assigned.

EDUCATION AND EXPERIENCE

• Associate degree (preferably in Information Systems, Computer Science, or related field) preferred, or equivalent practical experience.
• Typically 3-6 years of progressively responsible IT support/service desk experience or demonstrated equivalent capability.
• Manufacturing or warehouse environment experience preferred.

COMPETENCIES AND SKILLS

• Strong customer service skills and calm, independent problem-solving during production-impacting scenarios; uses a methodical troubleshooting approach and determination to overcome obstacles.
• Excellent verbal and written communication with local stakeholders and remote IT teams; able to transfer accurate information to appropriate staff.
• Ability to mentor and develop junior staff while maintaining service quality.
• Above-average time management and organizational skills; adaptable to corporate office and manufacturing environments and comfortable working in a fast-paced, customer-focused service department with evolving tools and documentation.

TOOLS AND TECHNOLOGY (CATEGORIES)

• IT Service Management (ITSM) platform (ticket intake, categorization, documentation, and reporting discipline)
• Endpoint management and software distribution tools
• Microsoft 365 productivity applications and collaboration tools (e.g., Outlook, Teams, Word, Excel, PowerPoint, SharePoint)
• Windows endpoints, peripherals (printers, scanners), and basic connectivity concepts

PHYSICAL DEMANDS

• Occasional bending, kneeling, squatting, standing, walking, reaching, overhead reaching, and fine motor skills.
• Ability to lift and move standard IT equipment (e.g., monitors, desktops, printers) up to approximately 25 pounds occasionally.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORK ENVIRONMENT AND PERSONAL PROTECTIVE EQUIPMENT

Work is performed in both office and operational environments (manufacturing, assembly, and/or distribution areas).

Employees may be exposed to operational noise, industrial lighting, ambient temperature variations, airborne liquids/chemicals, fine particulate dust, vibrations, and other conditions typical of manufacturing and warehouse settings, including proximity to moving machinery in designated areas.

Personal Protective Equipment (PPE) such as safety glasses (with side shields) and hearing protection is required in designated areas; additional PPE (including safety footwear) may be required depending on the task and area.