Support our ERP (MIETrak), including user accounts, security roles, and first-line issues. Assist with upgrades and vendor support, and work with Operations, Supply Chain, and Engineering to resolve data issues.
Support roll outs of new enterprise software, including user provisioning, permissions, documentation, and end-user training.
Administer Zoho and other business applications, including user access and licensing.
Handle onboarding and offboarding for the site, including accounts, equipment, and application access.
Follow backup, patching, and access control procedures set by ASSA ABLOY IT for production-critical systems, and escalate issues promptly.
Respond to connectivity and software issues on networked production equipment, including CNC machines, laser cutters, and press brakes. Troubleshoot controller connections, program transfer, DNC and file servers, and machine data collection. Coordinate with machine OEMs and integrators when the issue is beyond in-house repair.
Maintain and support the shop floor network and hardware: switches, wireless coverage, industrial PCs, terminals, barcode scanners, label printers, kiosk stations, and shared workstations.
Maintain the site network and firewall in partnership with Luxer One IT and Assa Abloy IT.
Maintain an accurate inventory of site hardware and production IT assets.
Provide day-to-day IT support for office and floor users, including accounts, devices, email, and software access.
Work tickets in ASSA ABLOY's ServiceNow and resolve or escalate them within SLA.
Coordinate changes and incidents with ASSA ABLOY IT and keep Luxer One IT informed.
Log downtime and recurring issues so root causes can be identified and resolved.
Document systems and procedures so knowledge does not sit with one person.
Production IT issues are responded to quickly, logged, and escalated when needed.
Software rollout are supported, with users provisioned and trained.
ERP user and access issues are resolved quickly for Operations, Supply Chain, and Engineering.
New hires are ready on day one, and access is removed promptly when people leave.
Tickets are resolved or escalated within SLA.
Site systems and procedures are documented so knowledge does not sit with one person.
Luxer One IT: day-to-day direction, escalations, and site standards.
ASSA ABLOY IT: ServiceNow tickets, patching, backups, core infrastructure, and security.
Operations, Supply Chain, and Engineering: ERP workflows, enterprise software rollouts, and shop floor needs.
Machine operators and shop leads: production equipment issues and floor support.
Machine OEMs and integrators, ERP and software vendors, and hardware and warranty providers.
SLA adherence for ticket response and resolution in ServiceNow
Production IT incidents restored within target
Onboarding and offboarding completed on time
Inventory accuracy for site hardware and production IT assets
Recurring issues logged and escalated for root cause review
Requirements
Required:
- 2 + years experience supporting an ERP system (user accounts, security roles, first-line issues)
- 2+ years experience in IT support or systems administration
- 2+ years experience with Windows Server, Active Directory, DHCP/DNS, and Microsoft 365 or Google Workspace
- Knowledge of Networking basics (TCP/IP, VLANs, switches, wireless)
- 2+ years experience supporting other business apps (user access and licensing)
- 2+ years experience working tickets in an ITSM tool against SLAs
- Clear communicator who stays calm when production is down
- Ability to lift up to 50 lbs and work on site in office and shop floor
Nice to have:
Manufacturing, warehouse, or industrial IT experience
MIETrak or engineering software like SolidWorks
Familiarity with networked production equipment or shop floor devices
CompTIA A+, Network+, or Security+
EEO/M/F/V/D
Benefits
What We Do
American Locker designs and manufactures secure locker systems for package delivery, parcel pickup, asset storage, guest services, and other commercial uses. Its portfolio includes standard, electronic, keyless, touchscreen, charging, and custom lockers, with systems that can accept payments and send text notifications. The company emphasizes American manufacturing and serves diverse environments, including transportation, workplaces, retail, recreation, and customer-service locations across the United States.
