IT Support & Operations Specialist

Job Details: Job Location: 7500

• Skokie, IL, Position Type: Full Time, Salary Range: $75000.00 - $80000.00Salary, Job Shift: First Shift, Role Overview We are seeking an IT Support & Operations Specialist to serve as a critical bridge between day-to-day technical support and IT leadership. This role sits above traditional help desk support and works closely with our managed service provider (MSP), while retaining direct ownership of on-site technology across our manufacturing and warehouse facilities, non-MSP hardware, and internal IT operations, along with day-to-day oversight of Microsoft 365 and security operations. This position is hands-on, operational, and accountable. The ideal candidate is comfortable troubleshooting issues in real time, coordinating vendors, managing systems end-to-end, and helping execute strategic IT initiatives—without being limited to ticket triage or scripted fixes.

Key Responsibilities

IT Operations & Ownership Own and manage all non-MSP supported hardware and systems, ensuring reliability, documentation, and lifecycle planning Install, configure, and deploy end-user and operational technology (e.g., tablets, printers, scanners, phones, peripherals) Support technology on manufacturing and warehouse floors, including production-line data devices and shop-floor workstations, and coordinate with automation and equipment vendors Maintain responsibility for on-site technology environments, ensuring issues are resolved without over-reliance on IT leadership MSP Coordination & Oversight Act as the primary operational liaison with the MSP Review, prioritize, and manage MSP tickets for quality, responsiveness, and proper escalation Identify recurring issues and gaps in MSP coverage and work with IT leadership to resolve them Track MSP performance against agreed responsibilities, response times, and communication, and escalate misses to IT leadership Ensure clear handoffs between internal support and MSP responsibilities Technical Support (Above Level

1. Troubleshoot and resolve hardware and system issues involving workstations, monitors, peripherals, and connected devices Diagnose and address both basic and intermediate technical issues before escalation Support users onsite when issues fall outside standard MSP workflows Microsoft 365, Identity & Security Operations Coordinate user onboarding, offboarding, and access changes with the MSP, and verify that accounts, licensing, MFA, and group membership in Microsoft 365 and hybrid Active Directory/Entra ID are correct Oversee MSP endpoint management, including patch status and device compliance, and follow up on gaps Monitor security alerts from endpoint protection, application control, and RMM platforms, and confirm the MSP responds and communicates on each one Network & Infrastructure Support Assist with troubleshooting network connectivity, access issues, and device communication problems Identify and resolve common infrastructure issues related to switches, access points, cabling, and endpoints Partner with IT leadership and vendors on higher-complexity networking challenges Systems & Platform Management Take ownership of physical security and camera systems (e.g., Axis), including monitoring, basic troubleshooting, and vendor coordination Ensure operational continuity of systems critical to facilities and security Documentation & Process Improvement Create and maintain clear IT documentation, including procedures, asset tracking, and support workflows Improve consistency and repeatability of IT processes to reduce dependency on tribal knowledge Asset & Lifecycle Management Develop and manage an IT equipment recycling and decommissioning program Track asset lifecycle from deployment through retirement, ensuring compliance and data security Strategic Support Support IT leadership in executing roadmap initiatives (including our ERP migration to Microsoft Dynamics 365 and Azure infrastructure improvements), modernization efforts, and operational improvements Provide hands-on assistance for projects that improve efficiency, reliability, and scalability Qualifications: Qualifications Experience in IT support, IT operations, or systems administration (typically 3–6 years) Strong working knowledge of end-user hardware, operating systems, and peripherals Working knowledge of Microsoft 365 and Active Directory/Entra ID administration Familiarity with networking fundamentals (LAN/WAN, switches, access points, troubleshooting) Experience working alongside or managing MSP relationships Experience supporting technology in a manufacturing, warehouse, or other industrial environment preferred Power. Shell or other scripting experience a plus Comfortable operating independently and taking ownership of systems and outcomes Strong documentation and communication skills Position Details Reports to: IT Manager Location: On-site, with regular work across GNC’s manufacturing and warehouse facilities Schedule: Occasional after-hours or weekend work for planned maintenance and urgent issues Physical requirements: Able to lift and move IT equipment, work from ladders, and work on production and warehouse floors in line with food safety and GMP requirements