Operations IT Support Technician at JGM in Downingtown, PA

About JGM

At JGM, we are builders, problem-solvers, and innovators in the industrial construction and structural steel fabrication industry. Our team operates with a commitment to Uncompromising Safety & Quality, driven by our core values: We Plan. We Adapt. We Succeed.

With two local 60,000 sq. ft. fabrication facilities, multiple offices and project teams working at sites across the USA, we rely on technology to keep operations moving.

Position Summary

We are seeking a motivated Operational IT Technician, based in Downingtown, PA, who thrives in a hands-on, fast-paced environment and wants to be directly embedded in operations.

This is on site 5 days per week with the opportunity for consideration for 1 day remote after 9 months.

This role will support employees via remote, phone and local travel support to production facilities and offices.

Regular travel to our production facilities in Sinking Spring and Coatesville PA production facilities is required (mileage reimbursement)

This is not a desk-only role—you will work directly on the shop floor of our two 60,000 s.f. manufacturing facilities, in offices, and within active fabrication environments, supporting employees and systems in real time.

This role is ideal for someone who enjoys being on their feet, solving problems face-to-face, and working side-by-side with operations to keep production running.

Key Responsibilities

Hands-On IT Support (Primary Focus)

• Provide in-person technical support across shop and office environments.
• Troubleshoot issues directly with users and equipment on the production floor.
• Respond quickly to real-time issues impacting fabrication and operations.
• Coordinate Tier 2 and 3 ticket resolution via MSP.
• Partner with Director of IT on projects and priority requests

Help Desk & User Support

• Deliver first level in person, remote and phone support for desktops, laptops, mobile devices, and printers.
• Troubleshoot Microsoft 365 (Outlook, Teams, email) and login issues.
• Support Active Directory, Entra ID, and Intune (user setup, device management, permissions)
• Resolve VPN and basic network connectivity issues.
• Provide clear, practical support to non-technical users.

Desktop & Hardware Support

• Set up, configure, and deploy computers and IT equipment.
• Install software, updates, and security patches.
• Troubleshoot hardware (PCs, monitors, peripherals)
• Maintain IT inventory and asset tracking.

Multi-Site & Field Support

• Travel between Coatesville, Sinking Spring, and Downingtown locations.
• Provide on-site support in industrial and fabrication environments.
• Assist field teams and project sites as needed.

Network & Systems Support

• Assist with basic network setup (Wi-Fi, routers, switches)
• Support connectivity troubleshooting and user access issues.
• Leverage AI tools as part of the troubleshooting process to diagnose and resolve technical issues efficiently.

Documentation & Process

• Track and document issues within the ticketing system.
• Maintain knowledge base and standard operating procedures.

Projects & Growth Opportunities

This role provides exposure beyond traditional help desk support, including:

• Virtual server migrations and infrastructure upgrades
• Implementation of new software systems and tools
• Cybersecurity awareness and user training initiatives
• IT support aligned with production operations and workforce growth.

Qualifications

Experience

• 2+ years of IT support, help desk, or desktop support experience (can be a combination of internship and IT related roles).
  

Core Technical Skills

• Windows operating systems
• Microsoft 365 (Outlook, Teams, Office applications)
• Active Directory, Entra ID, and Intune (user and device management)
• Basic networking (Wi-Fi, IP addressing, VPN)
• Hardware setup, deployment, and troubleshooting
• Demonstrated experience using AI tools for troubleshooting.

Additional Requirements

• Valid driver’s license and reliable transportation
• Ability to travel between locations (mileage reimbursed)
• Comfortable working in industrial / production environments, including early start times or second shift support.
• Ability to remain active and on your feet throughout the day.

Preferred Qualifications

• Associate degree in IT or related field
• CompTIA A+ or similar certification
• Experience in manufacturing, construction, or industrial environments
• Exposure to PowerShell, SharePoint, or HRIS platforms (e.g., BambooHR)
• 2+ years of IT support, help desk, or desktop support experience.