JOB SUMMARY:

The IT Support Analyst is responsible for providing technical support and maintenance for computer systems, hardware, and software within the organization. This role involves diagnosing and resolving technical issues, installing and configuring equipment, and assisting end-users with IT-related problems. The technician also manages service desk tickets, ensures timely resolution of incidents, and maintains accurate documentation. A strong focus on customer service, attention to detail, and the ability to work independently or as part of a team are essential for success in this position.
In addition, the IT Support Analyst will participate in a rotating schedule for after-hours support, ensuring critical IT services remain available and responsive outside of standard business hours.

QUALIFICATIONS:

• High School Diploma or GED (required)
• Associate Degree in Computer Science, Information Technology, or a related field (strongly preferred)
• +2 years of experience supporting manufacturing (preferred)
• Certifications (preferred):
• CompTIA A+
• CompTIA Network+
• Microsoft Certified: Modern Desktop Administrator Associate
• ITIL Foundation

• SERVICE DESK TICKETINGLog, update, and close support tickets in the service desk system to ensure timely resolution and accountability.
• HARDWARE INSTALLATION AND MAINTENANCESet up, configure, and maintain desktops, laptops, printers, and other peripherals.
• SOFTWARE INSTALLATION AND SUPPORTInstall and update operating systems and applications; ensure compatibility and performance.
• TROUBLESHOOTING AND DIAGNOSTICSIdentify and resolve hardware, software, and peripheral issues efficiently.
• USER SUPPORT AND TRAININGProvide technical assistance to end-users and offer guidance on common IT tasks.
• SYSTEM UPGRADES AND REPLACEMENTSRecommend and implement hardware and software upgrades to meet performance needs.
• VIRUS AND MALWARE REMOVALDetect, remove, and prevent malicious software using appropriate tools and best practices.
• NETWORK CONNECTIVITY SUPPORTTroubleshoot and support wired and wireless network connections, including VPNs.
• INVENTORY AND ASSET MANAGEMENTTrack IT assets, including hardware, software licenses, and maintenance records.
• DOCUMENTATION AND REPORTINGMaintain accurate records of configurations, repairs, and support activities.