# IT Support Specialist (L2)

**Company:** [Diversified Services Network, Inc.](http://jobs.workable.com/companies/dkdrpy1Um98xx7gHkUjJ68.md)
**Location:** Decatur, United States
**Workplace:** on site
**Employment type:** Full-time

[Apply for this job](http://jobs.workable.com/view/3d91863e-a257-4d73-b31b-739defa49bcd)

## Description

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

Please follow the link to our website for a list of job openings in Engineering, IT, Project Management, and more! [https://www.dsnworldwide.com](https://www.dsnworldwide.com)