IT Support Lead - Hands On

IT Support Lead – Hands on

Onsite, Parkersburg WV

Fulltime

Responsible for installing, configuring, troubleshooting, diagnosing, and resolving issues related to PCs, laptops, mobile devices, network connectivity, printers, and peripherals. Beyond daily support, you will collaborate with regional leads, contribute to system implementations, upgrades, and migrations, and drive technical improvements—all while ensuring minimal disruption to business operations. Your ability to work independently, prioritize effectively, and deliver reliable support will be critical to success in this role

Key Responsibilities

End-User Device Management – Deploy, configure, and maintain user devices and software using Intune, ensuring proper enrolment, security, and remote management.

Advanced Troubleshooting & Support – Diagnose and resolve complex hardware, software, and infrastructure issues across PCs, VOIP, lab equipment, tablets, handheld scanners, and label printers. Serve as the on-site resource for infrastructure incidents and projects.

Software & Asset Management – Install and support applications not available via Intune, including specialized lab and production software. Maintain IT asset tracking and inventory for refresh initiatives, ensuring up-to-date records in the Delrin asset management system.

Technical Documentation & Knowledge Sharing – Document troubleshooting steps, solutions, and best practices in ServiceNow. Provide training to end-users and new Regional Leads, enhancing self-service capabilities and IT efficiency.

Project Leadership & Collaboration – Lead and manage EUC projects, including device upgrades, application migrations, and new technology rollouts. Work closely with regional IT leads, service desk teams, and global infrastructure teams to resolve major incidents and escalations.

Operational & Safety Compliance – Adhere to safety protocols in manufacturing and office environments. Support ticket management in ServiceNow, assist with cross-regional IT issues, and ensure SLA adherence.

Communication, Travel & Support – Effectively communicate with users and IT teams via face-to-face, written, and on-camera interactions. Be available for occasional travel (up to 20%) for IT initiatives.

We are looking for a highly technical, proactive, and hands-on professional with a strong background in end-user computing and IT infrastructure support. The ideal candidate is a problem-solver who thrives in a fast-paced environment, can work independently, and is comfortable tackling complex technical challenges while providing exceptional support.

Education & Experience – Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent experience.

• 5 years of hands-on IT support experience, preferably in a manufacturing environment.

Technical Expertise – Strong proficiency in:

• Microsoft Office 365, Azure, Intune, Entra, Active Directory

• Windows Server (2012 ), VMware vSphere

• Cisco network switches, Meraki Wireless

• Palo Alto Firewalls & GlobalProtect VPN

Vertex Solutions Inc. is an Equal Opportunity Employer and does not discriminate on the basis of race, color, creed, national origin, ancestry, religion, age, citizenship, sex, marital or veteran status, disability or handicap, sexual orientation or any other basis prohibited by applicable law.