senior it support engineer - Addison

Welcome to Clyde's Donuts · Over a century ago, the Bickford family took ownership of Clyde's Delicious Donuts. Since 1920, our company has grown to become a beloved name, known for our innovative and high-quality donuts that delight taste buds of all ages. · Today, Clyde's is a ...

Job description

Welcome to Clyde's Donuts

Over a century ago, the Bickford family took ownership of Clyde's Delicious Donuts.

Since 1920, our company has grown to become a beloved name, known for our innovative and high-quality donuts that delight taste buds of all ages.

Today, Clyde's is a thriving, high growth, 4 th generation family-owned food manufacturer, and a leading national supplier of donuts to the largest global retailers in mass grocery, convenience stores, and food service.

Our Company is financially strong with a consistent track record of stability and growth under the careful leadership of the Bickford family.

We invite you to consider a career with our special company.

Senior IT Support Engineer (L1 / L 2)

Multi-Site | Manufacturing/Operations Support | After-Hours Rotation | Hands-On

Summary Of Position

Reporting to the Vice President of IT, the IT support Engineer will provide advanced technical support for end-user computing, plant-floor systems, and Microsoft-based infrastructure across production and administrative environments and across multiple sites.

The position requires strong troubleshooting skills, hands-on manufacturing support experience (preferred), and the ability to work independently in operational settings where uptime, safety, and accuracy are critical.

This role also involves occasional off-hours/on-call support to help restore services during production-impacting issues.

Essential Job Responsibilities

Advanced End-User & Desktop Support

Provide Level 1-3 support for desktops, laptops, mobile devices, shared workstations, and peripherals
Resolve complex hardware, operating system, and application issues; perform root-cause analysis
Act as an escalation point for Level 1 support issues
Support both office users and production-floor personnel in time-sensitive environments
Collaborate with the Systems Administrator and other IT partners when escalation is appropriate, while driving issues to resolution whenever possible

Microsoft Environment & Endpoint Management

Support Windows 11 and enterprise-standard workstation builds
Administer and troubleshoot Microsoft 365 (Outlook, Teams, OneDrive, SharePoint, Office applications)
Perform advanced Active Directory and Azure AD / Entra ID administration
Support endpoint configuration, compliance, and policy enforcement using Intune and Group Policy
Assist with identity, access management, and security controls

Plant-Floor & Manufacturing Systems Support

Provide on-site support for manufacturing IT systems and devices, including:
Label printers (e.g., Zebra, Honeywell) and print servers
Industrial PCs, shared terminals, and kiosk systems
Production and inventory systems (MES, ERP shop-floor modules, WMS, or similar)
Barcode scanners, handheld devices, and mobile terminals
Digital signage and TV displays used for production metrics, dashboards, and communications
Troubleshoot connectivity and integration issues between plant systems and corporate IT infrastructure
Partner with Operations, Quality, and Engineering teams to minimize production downtime
Support production software upgrades, testing, and deployments

Site Operations & Reliability

Ensure high availability of plant-floor systems that support production, labeling, and traceability
Support shift-based operations, including occasional off-hours or on-call support, and respond to urgent production-impacting issues as needed (including early-morning startup windows)
Adhere to food safety, GMP, and plant access protocols while working in production areas
Coordinate with vendors and internal partners as needed to resolve hardware/software issues impacting plant operations (e.g., printer support, telecom/ISP, equipment service providers)

Documentation, Projects & Process Improvement

Document system configurations, procedures, and troubleshooting steps
Contribute to standardization of plant IT support practices across multiple sites
Participate in IT projects such as system rollouts, plant expansions, and infrastructure upgrades
Identify opportunities to improve system reliability, security, and user experience through proactive troubleshooting, preventive maintenance, and continuous improvement

Education And Experience

Bachelor's degree in Computer Science, Information Technology, or a related field (preferred), or equivalent practical experience
3–7 years of experience in IT desktop, systems, or plant-floor support
Strong experience supporting Microsoft-centric enterprise environments
Proven ability to support manufacturing or industrial IT systems
Advanced troubleshooting and problem-solving skills
Ability to work independently in fast-paced, operational environments
Willingness to travel regularly between manufacturing sites (Addison, IL and Glendale Heights, IL/ 5.5 miles apart)
Experience in food manufacturing or regulated production environments
Familiarity with MES, ERP shop-floor systems, labeling, and traceability solutions
Experience supporting Zebra or similar industrial label printers and label-printing software (e.g., BarTender)
Knowledge of basic networking concepts (VLANs, switches, wired/wireless troubleshooting)
Security-first mindset; familiarity with security best practices and frameworks (e.g., NIST or equivalent)
Relevant certifications (Microsoft, CompTIA, ITIL, or vendor-specific industrial IT certifications)

Preferred:
basic SQL / database experience (e.g., permissions awareness, light troubleshooting, minor stored procedure updates, performance concepts)

Preferred:
Interest in improving skills over time (e.g., analytics/reporting) is a plus

Desired Personal Characteristics

Collaborative, flexible business partner who is upbeat, friendly, and approachable.
Passionate about the customer with an internal and external service mindset.
Self-starter with a strong work ethic and entrepreneurial drive to solve business issues.
Committed to personal growth.
Willing to roll up sleeves in a fast-paced, hands-on work environment.
Bias toward thorough troubleshooting and durable solutions; communicates clearly and follows through to resolution.

We Offer

Target compensation estimates are provided in good faith at the time of job posting.

Job offers may vary based on the candidate's education, certifications, job-related knowledge, skill, experience, geographic location, shift, and internal equity.

Clyde's may ultimately pay more or less than the posted range. This range may be modified in the future.

Target base salary range:
$90,000 - $110,000

Position is eligible for annual bonus

The target total compensation estimate includes an estimated annual bonus paid at target. Bonus payments are contingent on the Company achieving budgeted benchmarks and individual attainment of performance goals.

Comprehensive Benefits

Medical plan options including HMO, PPO and HDHP with H.S.A
Dental Plan. Two plan options.
Vision plan.
Health care and dependent care flexible spending accounts
Short-term and long-term disability plans (Company paid).
Group term life and AD&D insurance (Company Paid).
Voluntary insurance plans Including life, AD&D, accident, and critical illness.
Generous paid time off benefits and 7 holidays.
401(k) plan including 4% matching contribution and immediate vesting.
Tuition reimbursement program.
Various leaves of absence programs for life's emergencies.
Clean, modern, and safe facilities.

Sponsorship Not Available

We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Applicants must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States and with Clyde's Donuts.

Clyde's Donuts is proud to be an equal opportunity/ reasonable accommodation employer.