Analyst - IT Support - Aerofil

Position Summary:

The IT Support Analyst is responsible for delivering end-to-end support in accordance with IT service level expectations. By partnering with end-users and technology groups, the IT Support Analyst ensures all incidents are analyzed and resolved within the promised timeframes.  The analyst participates in support activities which include responding to alerts as well as participating in the on-call rotation during and after business hours.  Additionally, the analyst will help deploy specific infrastructure (servers, network, storage) components at the request of the corporate infrastructure team.

Essential Functions:

• Troubleshoot and resolve IT issues via phone, chat, email, and in-person channels including entering and managing tickets using the company service desk software to document, assign, track and resolve open issues.
• Help troubleshoot a variety of hardware and software throughout the main location and surrounding warehouses.
• Respond timely to any alerts and faults generated by the operations monitoring systems.
• Assist with implementation and support of any local site information system projects.
• Install, and support computer hardware and desktop software at assigned locations and maintain an accurate on-site hardware and software inventory.
• Work closely with Corporate IT resources to deploy solutions and standardize operations.
• Liaise with company personnel, vendors, and other IT staff for problem resolution.
• Document procedures and processes and consistently follow existing guidelines (SOP’s).

Physical Demands:  

• Must be able to remain in a stationary position for extended periods of time.
• The worker operates a computer and other office machinery such as a calculator, copy machine, and computer printer.
• Expressing or exchanging ideas by means of the spoken word. Those activities in which they must convey detailed or important spoken instructions to other workers accurately.
• Visual/hearing ability sufficient to quickly analyze and comprehend written and verbal communication on all business documents.
• Repetitive motion such as substantial movements (motions) of the wrists, hands and/or fingers.
• The worker is required to have visual acuity to perform an activity with or without assistance such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading; and visual inspection.
• The worker is subject to inside environmental conditions: Protection from weather conditions but not necessarily from temperature changes.
• The worker is subject to noise: There is sufficient noise to cause the worker to shout to be heard above the ambient noise level.

Workplace Requirements:

• Actively practice safety in all aspects of the job.
• Know and practice proper use of Personal Protective Equipment (PPE).
• Know and recognize quality products and practices, and take action when defects are identified.
• Maintain a positive work atmosphere by behaving and communicating in a manner that promotes respect and teamwork between coworkers, customers, vendors, supervisor, and management.

Education/Qualifications:

• Minimum Education:  2-year technical degree and/or certifications. 
• 0-5 years’ experience supporting end users in a business or manufacturing environment.
• Strong problem-solving skills along with ability to prioritize and quickly resolve issues.
• Excellent verbal, written and customer service skills.

• Experience with incident troubleshooting and escalation and using help desk ticketing software.
• Familiarity with the following technical systems
  • Windows 10/11, Windows Server 2019+, Active Directory, and O365.
  • Warehouse management hardware, including barcode scanners and label printers.
  • Network equipment including switches, routers, firewalls.