IT Support & Operations Specialist

Job Summary
IT Support & Operations Specialist

Detroit, MI (Onsite)

Role Overview

The IT Support & Ops Specialist is responsible for delivering end-to-end End User Computing (EUC), Service Desk, and Field Support services while managing local IT infrastructure across plant environments. This role ensures reliable, responsive, and high-quality IT support for manufacturing operations, acting as the primary contact for end users and business stakeholders. The position combines remote service desk support, on-site field support, and infrastructure management, ensuring high system availability, quick incident resolution, strong customer satisfaction, and compliance with enterprise IT standards.

Primary Skill

End User Computing (EUC), Service Desk & Field Support Operations

Key Skills

• End User Computing (EUC) Support
• Service Desk Operations (L1/L2 Support)
• Field / Desk-side Support
• Desktop & Laptop Troubleshooting
• Microsoft 365 (O365, Teams, Outlook)
• Active Directory / Azure AD
• ITSM Tools (Ivanti)
• Windows OS (10/11), Basic macOS
• Network Fundamentals (LAN, WAN, Wi-Fi, VPN)
• Server & Storage Basics
• Hardware & Peripheral Support (Printers, Scanners)
• Incident, Problem & Change Management (ITIL)
• Asset & Configuration Management
• Endpoint Security & Compliance
• Remote Support Tools (SCCM, Intune, TeamViewer)
• Factory / Manufacturing IT Support

Key Responsibilities

End User Computing (EUC) Support

• Manage and support desktops, laptops, mobile devices, and peripheral equipment.
• Ensure smooth functioning of collaboration tools such as Microsoft Teams and Office 365.
• Perform system imaging, device provisioning, and user support activities.

Service Desk Support

• Provide L1/L2 support via calls, emails, chat, and ITSM tools.
• Log, track, and resolve incidents and service requests within SLA timelines.
• Escalate complex issues to appropriate teams and ensure timely resolution.
• Maintain high levels of customer satisfaction through effective communication and support.

Field / Desk-side Support

• Provide on-site technical support for hardware and software issues.
• Troubleshoot desktops, laptops, printers, and network connectivity issues.
• Coordinate with vendors for hardware replacement and repairs.

Incident & Problem Management

• Act as an escalation point for high-priority or complex incidents.
• Perform root cause analysis (RCA) and implement preventive measures.

Change Management

• Support IT change implementation with proper approvals and risk control.
• Ensure minimal disruption to business during changes.

Compliance & Security

• Ensure adherence to IT security policies and audit requirements.
• Maintain endpoint security and compliance standards.

Documentation & Asset Management

• Maintain SOPs, knowledge articles, and troubleshooting guides.
• Track IT assets and manage lifecycle processes effectively.

Collaboration

• Work closely with global IT teams, vendors, and plant stakeholders.
• Align IT services with business and operational requirements

The pay range for this role is $45,000 - $50,000* per annum including any bonuses or variable pay. Tech Mahindra also offers benefits like medical, vision, dental, life, disability insurance and paid time off (including holidays, parental leave, and sick leave, as required by law). Ask our recruiters for more details on our Benefits package. The exact offer terms will depend on the skill level, educational qualifications, experience and location of the candidate.
"Tech Mahindra is an Equal Employment Opportunity employer. We promote and support a diverse workforce at all levels of the company. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, age, national origin or disability. All applicants will be evaluated solely on the basis of their ability, competence, and performance of the essential functions of their positions with or without reasonable accommodations. Reasonable accommodations also are available in the hiring process for applicants with disabilities. Candidates can request a reasonable accommodation by contacting the company ADA Coordinator at [email protected] ."