About the Role
This role is responsible for delivering prompt and effective technical support to internal users, diagnosing and resolving incidents, managing service requests, and escalating complex issues when necessary. The analyst ensures minimal disruption to business operations through timely responses and accurate documentation.
Responsibilities
- Respond to incoming support tickets and direct user inquiries
- Diagnose and resolve hardware and software issues
- Escalate unresolved technical problems to appropriate teams
- Maintain accurate records of incidents and resolutions
- Provide guidance on standard operating procedures
- Support onboarding and offboarding of user accounts
- Assist with deployment of desktop systems and peripherals
- Troubleshoot network connectivity issues
- Manage password resets and access requests
- Monitor service desk ticketing system for new assignments
- Follow incident management protocols
- Document technical solutions in the knowledge base
- Assist with software installation and updates
- Support remote workers with connectivity and access
- Ensure compliance with IT security policies
- Coordinate with vendors for equipment repair
- Perform routine system health checks
- Assist with backup and recovery procedures
- Support mobile device configuration
- Participate in IT projects and system upgrades
- Maintain inventory of IT assets
- Follow change management processes
- Report on service desk performance metrics
- Promote user awareness of IT best practices
- Contribute to service improvement initiatives
Compensation
Competitive salary based on experience
Work Arrangement
Hybrid work model with partial remote availability
Team
Collaborative IT team within a dynamic manufacturing environment
About the Team
The IT department supports a growing manufacturing organization with a focus on reliability, security, and user satisfaction. The service desk functions as the first point of contact for technical issues, ensuring smooth operations across departments.
What We Value
We prioritize clear communication, technical accuracy, and proactive problem resolution. Team members are expected to maintain a user-focused approach while adhering to established IT protocols.
Growth Opportunities
This role offers exposure to various IT domains, including infrastructure, cybersecurity, and cloud services, supporting long-term career development within the IT function.
Work Environment
The position operates in a fast-paced industrial setting with a mix of office and production floor support responsibilities. The workspace includes both quiet work areas and active manufacturing zones.
Onboarding Process
New hires undergo a structured onboarding program including system access setup, security training, and mentorship from senior team members.
Performance Expectations
Analysts are measured on ticket resolution time, user satisfaction, documentation quality, and adherence to escalation procedures.
Tools and Technologies
Primary tools include Microsoft 365, Active Directory, remote support software, and a centralized IT service management platform.
Availability Requirements
The role requires availability during core business hours with occasional support needed outside standard times for critical incidents.
Physical Demands
Occasional lifting of computer equipment up to 20 pounds and movement between office and production locations may be required.
Equal Opportunity Statement
We are committed to a diverse and inclusive workplace. Employment decisions are made without regard to race, gender, religion, disability, or other protected characteristics.
Not available for this position
