ITOT Support Engineer

Job Title: ITOT Support Engineer
Location: Hillsboro, OR 97124
Duration: 12+ Months (Possible Extension)
 
Schedule: On-site, including after-hours on-call and holiday coverage (~2 weeks/month)
 
Main Purpose of the Position
The IT/OT Support Specialist provides technical support for client staff in GxP Manufacturing and Quality environments. This role ensures that end users receive timely and effective support across multiple platforms, applications, and devices in a complex 24x7 environment. The specialist contributes to system documentation, training materials, and optimization of IT/OT processes and systems in alignment with business needs.
 
Key Responsibilities

• Provide end-user support across multiple platforms: Windows, macOS, Linux, and mobile devices.
• Support enterprise and department-specific applications.
• Partner with Automation teams to support critical manufacturing systems (MES, DCS, SCADA).
• Support computers, devices, and applications within GMP areas, including labs and shop floor environments.
• Troubleshoot network configurations (LAN, WAN, wireless, VPN) and local/networked printers.
• Install, configure, and upgrade software and operating systems.
• Open, track, and close service requests while managing resolution and documentation in ServiceNow.
• Coordinate with other sites and corporate IT staff to ensure consistent, standards-compliant issue resolution.
• Document resolutions, workarounds, and frequently asked questions.
• Manage user accounts, access rights, device and print queues.
• Maintain accurate documentation for hardware, software, system guides, change controls, license agreements, and service contracts.
• Participate in after-hours on-call rotations to support mission-critical environments.
• Attend coordination meetings with user groups to identify improvement and support opportunities.

 
Qualifications / Requirements

• BS degree in Computer Science or related field preferred.
• 2–5 years of experience providing onsite and/or remote technical support.
• Strong interpersonal and communication skills, capable of supporting technical and non-technical users.
• Knowledge of basic network concepts (TCP/IP, Windows networking, Ethernet).
• Outstanding customer service skills and ability to work collaboratively in a team environment.
• Ability to work under pressure, meet schedule deadlines, and deliver high-quality results.
• Comfortable providing after-hours and holiday coverage (~2 weeks/month).
• On-site work in Hillsboro, OR is required.