IT Support Specialist

We’re ALTEN Technology USA, an engineering company helping clients bring groundbreaking ideas to life—from advancing space exploration and life-saving medical devices to building autonomous electric vehicles. With 3,000+ experts across North America, we partner with leading companies in aerospace, medical devices, robotics, automotive, commercial vehicles, EVs, rail, and more.
As part of the global ALTEN Group—57,000+ engineers in 30 countries—we deliver across the entire product development cycle, from consulting to full project outsourcing.
When you join ALTEN Technology USA, you’ll collaborate on some of the world’s toughest engineering challenges, supported by mentorship, career growth opportunities, and comprehensive benefits. We take pride in fostering a culture where employees feel valued, supported, and inspired to grow.
We are looking for an experienced IT Support Specialist to provide onsite support for manufacturing and shop floor operations in Kinston, North Carolina. This role serves as the critical link between shop floor users and Digital support organizations, ensuring efficient incident management, request coordination, and proactive user support.
The specialist will focus primarily on supporting industrial and manufacturing applications, machines, tooling systems, and Digital for Operations (DO) solutions. While not primarily responsible for technical resolution, the role plays a key part in incident triage, escalation management, user assistance, ServiceNow administration, and continuous improvement initiatives.

Responsibilities

Provide onsite IT support presence across production and manufacturing areas.
Build strong working relationships with production, quality, logistics, and manufacturing teams.
Conduct regular Gemba walks to identify operational issues and improvement opportunities.
Serve as the primary point of contact for shop floor users requiring Digital support assistance.
Assist users with the submission of incidents and service requests within ServiceNow.
Create and manage access requests (RITMs) on behalf of users.
Perform incident triage and route tickets to the appropriate resolver groups.
Monitor, track, and follow up on incidents and service requests through resolution.
Ensure ticket quality, accuracy, and completeness within ServiceNow.
Escalate critical production-impacting issues when required.
Utilize ServiceNow extensively for incident management and request fulfillment.
Research and leverage knowledge articles to support users and improve ticket handling.
Maintain accurate ticket documentation and status updates.
Support data cleansing and quality improvement efforts within the ticketing environment.
Provide basic troubleshooting and support for manufacturing applications, industrial solutions platforms, shop floor hardware, end-user software issues, and machine and tooling-related IT/OT applications.
Identify recurring issues and recommend preventive actions.
Apply Practical Problem Solving (PPS) methodologies.
Analyze incident trends and identify recurring patterns.
Recommend process improvements aimed at reducing incident volume, improving Mean Time To Resolution (MTTR), and enhancing user experience.
Participate in monthly operational reviews and performance reporting.

Qualifications

High school diploma or equivalent required.
Associate's or Bachelor's degree in Information Technology, Computer Science, Engineering, or a related field preferred.
Experience supporting manufacturing, production, or industrial environments.
Strong understanding of IT Service Management (ITSM) processes.
Experience using ServiceNow or a comparable ticketing platform.
Strong customer service and communication skills.
Ability to work independently in a fast-paced manufacturing environment.
Experience managing ticket queues, service requests, and escalations.
Experience supporting aerospace, automotive, or industrial manufacturing operations preferred.
Knowledge of shop floor technologies and industrial applications preferred.
Exposure to IT/OT environments preferred.
Familiarity with ITIL principles and incident management best practices preferred.
Practical Problem Solving (PPS), Lean Manufacturing, or Continuous Improvement experience preferred.
Understanding of manufacturing, logistics, quality, and production business processes preferred.
Demonstrated expertise in ServiceNow, incident management and triage, customer support, stakeholder engagement, root cause analysis, problem-solving, tec