IT Support Specialist (L2)

Diversified Services Network, Inc. (DSN) is seeking a full-time IT Support Specialist (L2) to join our team in Decatur, IL! We offer full benefits, PTO, 401k, and more! If you're looking to grow your technical career within an extremely reputable, stable Fortune 500 company - let's talk!

This IT Support Specialist (L2) will provide on-site, first-line IT support for manufacturing systems, infrastructure, and end users in a fast-paced factory environment. This role will assist with automation and digital improvement initiatives, including no-code/low-code application development, data transformation, visualization, and process enhancements. The ideal candidate is someone technically curious, customer-focused, and eager to grow their skills in both hands-on support and emerging automation-focused capabilities within a manufacturing setting.

JOB RESPONSIBILITIES :

• Maintain factory continuity and reduce downtime by quickly resolving incidents affecting manufacturing systems, end-user devices, and site infrastructure.
• Own and drive the ticket queue to closure (prioritizing high-impact issues), ensuring timely resolution and clear communication to stakeholders.
• Act as the onsite liaison between the Decatur facility, vendors, and enterprise IT teams—coordinating troubleshooting, escalations, and follow-through.
• Improve service delivery and operational efficiency by identifying recurring issues, recommending fixes, and supporting standardization/self-service where appropriate.
• Support digital/automation improvement initiatives (low-code/no-code apps, data transformation/visualization, process enhancements) to streamline support and operations.
• Strengthen end-user experience and adoption through customer-focused support, training/basic guidance, and proactive communication.
• Act with urgency to resolve any issues that impact factory operations.
• Action incoming ticket queue & mobile device issues.

Requirements

EDUCATION & EXPERIENCE REQUIRED :

• Years of experience: 3+ years’ experience in IT (experience in a manufacturing environment is a plus ).
• Degree requirement: Associate degree preferred but not required .

REQUIRED SKILLS :

• Ticketing systems (ServiceNow is ideal, Remedy, Atlassian Jira).
• Familiarity with Microsoft technologies such as Office, SharePoint, Power BI, etc.
• Basic PC troubleshooting across desktops, laptops, peripherals, software, and device configurations.
• Mobile device support and troubleshooting for phones, tablets, and end-user mobility needs.
• Basic understanding of networking concepts and infrastructure, including connectivity troubleshooting and awareness of factory network environments.

SOFT SKILLS REQUIRED :

• Strong verbal and written communication.
• Excellent customer service skills with a professional, approachable, and service-oriented mindset.
• Strong teamwork, relationship building, and collaboration skills.

Benefits

• 401(k)
• Dental insurance
• Vision Insurance
• Disability insurance
• Employee assistance program
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Paid Holidays

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