IT Technician Level III

Summary

The IT Technician III is a senior technical support role responsible for providing expert-level IT assistance across multiple manufacturing sites, with specialized focus on SAP security and systems access. This role ensures secure and efficient IT operations in both administrative and production environments, manages escalated issues, supports infrastructure and SAP access governance, and contributes to IT project leadership.

Essential Duties And Responsibilities

The following duties are normal for this position. These are not to be construed as exclusive or all-inclusive. Other related duties may be required and assigned.

Multi-Site IT Support

• Serve as the primary point of contact for advanced IT support across several manufacturing facilities.
• Provide expert troubleshooting and resolution for complex issues involving hardware, software, networking, and system integration.
• Install, configure, and support production-critical systems including MES, ERP, HMI panels, industrial PCs, barcode scanners, and printers.
• Lead the deployment of new hardware, software, and infrastructure improvements across locations.
• Conduct regular site visits to assess IT health, support local teams, and ensure standardization.
  
  

SAP Security & Access Management

• Manage user provisioning, role assignments, and authorization changes in SAP (ECC or S/4HANA).
• Collaborate with compliance, HR, and audit teams to maintain secure access aligned with company policies and segregation of duties.
• Handle role testing, documentation, periodic access reviews, and audit support.
• Troubleshoot SAP security issues and coordinate with SAP Basis/functional teams for escalated needs.
  
  

Systems Administration & Infrastructure Support

• Maintain site-level network and server infrastructure (switches, firewalls, file servers, Wi-Fi access points).
• Support VMware, Active Directory, Microsoft 365, and Group Policy management.
• Monitor backups, antivirus systems, and endpoint security across sites.
• Lead IT-related components of facility expansions, relocations, or upgrades.
  
  

Leadership & Project Participation

• Lead or participate in cross-functional IT projects (system rollouts, SAP enhancements, compliance initiatives).
• Mentor junior technicians and provide guidance on incident resolution and best practices.
• Develop and maintain IT documentation including SOPs, diagrams, and knowledge base articles.
  
  

Knowledge/Skills

MINIMUM QUALIFICATIONS

• Advanced proficiency in VMware, Windows OS, Office 365, and Active Directory.
• Strong knowledge of networking (VLANs, DNS, DHCP, VPNs, TCP/IP, SDWAN).
• Hands-on experience with industrial hardware (rugged devices, label printers, HMIs).
• Familiarity with ERP/MES platforms and integrations in manufacturing environments.
• Knowledge of cybersecurity practices, backup management, and endpoint protection tools.
• Excellent communication and interpersonal skills.
• Self-motivated and able to operate independently across multiple sites.
  
  

Ability To

• Ability to lift up to 50 lbs. of IT equipment when needed.
• Exceptional written communication skills with the ability to create clear and concise documentation that is user friendly for both technical and non-technical users.
• Strong organizational and project management abilities.
• Ability to train, mentor, and support less-experienced team members.
  
  

Education And Experience

• Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).
• 4–6 years of progressive IT support experience, with at least 2 years in manufacturing or industrial environments.
• Experience with SAP security administration is preferred (user roles, authorizations, GRC experience).
• Preferred Certifications:
• SAP Certified Technology Associate – Authorization & User Management
• CompTIA Security+ / Network+
• Microsoft Certified: Windows Server Administrator / Modern Desktop Administrator
• Cisco CCNA
• ITIL Foundation
  
  

Physical/Safety Requirements

• Tolerate extended periods of sitting at desk.
• Ambient noise is louder than a traditional office setting.
• Travel required between company locations (travel expenses reimbursed).
• Work in office and production environments (may include exposure to loud noises, heat, or moving machinery).
• Must adhere to safety guidelines and use proper PPE when required.
• On-call availability for critical issues or planned maintenance may be necessary.