IT Support Engineer II

The IT Support Engineer II supports the delivery, maintenance, and continuous improvement of both manufacturing IT systems and corporate IT services within a high-volume production environment. This role is responsible for ensuring system stability, supporting end-user technical needs, and managing IT assets and vendor relationships to maintain operational efficiency.

The position works across plant systems including MES (Manufacturing Execution System), MCS (Material Control System), RMS (Recipe Management System), EMS (Equipment Management System), FDC (Fault Detection and Classification), and QMS (Quality Management System), while also supporting corporate IT functions such as Help Desk operations, user support, and IT asset lifecycle management.

Responsibilities:

Support delivery and implementation of manufacturing IT systems, including participation in project planning, requirement gathering, and execution

Assist in defining system requirements and coordinating with internal teams and HQ for system enhancements and implementations

Monitor and maintain manufacturing IT systems to ensure stability, performance, and alignment with business operations

Support troubleshooting and resolution of system and user issues, including PCs, laptops, network connectivity, and enterprise systems (e.g., Microsoft 365)

Participate in incident management activities, including issue tracking, root cause analysis, and resolution support

Support system change management activities, including documentation and coordination of system updates

Oversee Help Desk operations, including intake and prioritization of user support requests

Coordinate and provide guidance to outsourced IT support resources, including task assignment and quality review of completed work

Develop and maintain technical documentation, user guides, and FAQs to improve support efficiency

Support IT budget tracking, including CAPEX and OPEX planning and monitoring

Manage IT procurement activities, including hardware, software, and license management

Coordinate vendor relationships, including contract administration, renewals, and cost negotiations

Support cost optimization efforts by analyzing system and license utilization

Manage IT asset lifecycle activities, including inventory tracking, audits, hardware refresh, and secure disposal

Ensure IT systems and services align with company policies, standards, and governance requirements

Support service level agreement (SLA) tracking and ensure adherence to performance expectations

Collaborate with cross-functional teams including production, engineering, and administrative departments

Communicate with global stakeholders, including HQ teams in Korea, to support system coordination and issue resolution

Maintain documentation related to system configurations, processes, and changes

Maintain cleanliness at work-site in accordance with 5S3R Standards Sort, Set in order, Shine, Standardize, Sustain Right Location, Right Quantity, Right Container

Sort, Set in order, Shine, Standardize, Sustain

Right Location, Right Quantity, Right Container

Perform other duties as assigned

Qualifications:

Bachelor’s degree in Information Technology, Computer Science, Engineering, or related field required

Experience:

2-5+ years of experience in IT systems, IT support, or infrastructure management

Experience supporting manufacturing IT systems (MES, MCS, RMS, EMS, FDC, QMS) preferred

Experience with Help Desk operations, end-user support, or IT service management

Experience coordinating vendors or outsourced IT support resources preferred

Experience supporting system implementation, maintenance, or troubleshooting activities

Experience working in manufacturing or industrial environments preferred

Work Authorization:

Must be legally authorized to work in the United States without sponsorship

Skills:

Strong troubleshooting skills across both system-level and end-user IT environments

Proficiency in Windows OS, hardware, networking basics, and enterprise collaboration tools (Microsoft 365)

Strong analytical and problem-solving skills

Basic understanding of manufacturing IT systems and system integration concepts

Ability to coordinate tasks, vendors, and support activities effectively

Effective communication and collaboration skills across technical and non-technical teams

Ability to manage multiple priorities in a fast-paced environment

Proficiency in Microsoft Office Suite (Excel, PowerPoint, Word)

Physical Requirements:

Ability to sit or remain stationary for extended periods while working at a computer

Ability to use hands and fingers to operate a computer, keyboard, and IT equipment

Ability to occasionally stand, walk, and move between office and production areas

Ability to occasionally lift, carry, and move IT equipment (e.g., laptops, monitors, peripherals)

Ability to perform basic physical activities such as bending, reaching, and accessing equipment

Work Environment:

Office and manufacturing plant environment with regular interaction on the production floor

Frequent use of computer systems, enterprise platforms, and manufacturing IT systems

Regular interaction with internal users, external vendors, and global teams

Occasional exposure to operational areas requiring adherence to safety protocols and PPE requirements

Fast-paced environment requiring responsiveness to both user support and production system needs

May require flexibility in working hours to support production operations and coordination with HQ