Jr. Support Analyst

Summary of Position

The Jr. Support Analyst provides first-level technical support in a fast-paced manufacturing environment. This role is responsible for handling service desk requests, performing deskside support for onsite users, and assisting remote employees with IT issues. Working under the guidance of the IT Manager and System Administrators, the analyst helps maintain computer systems, network devices, and IT infrastructure. The goal is to ensure smooth daily operations and minimal downtime for both office and production floor technologies.

Essential Duties and Responsibilities

• Service Desk Support: Monitor and respond to IT support tickets, emails, and phone calls from employees. Provide prompt troubleshooting and resolution for hardware, software, and connectivity issues.
• Deskside Support: Assist on-site staff and manufacturing floor personnel with technical issues. Set up and configure desktops, laptops, printers, barcode scanners, and other peripheral devices. Diagnose and fix problems directly at the user’s workstation or on production equipment, ensuring minimal disruption to manufacturing operations.
• Remote Support: Use remote support tools to help off-site users or remote facilities. Troubleshoot VPN connections, remote desktop issues, and other off-site access problems to maintain productivity for traveling or remote employees.
• User Administration: Create and manage user accounts and permissions (e.g., Active Directory, email, ERP logins). Perform password resets and ensure new employees’ equipment and access are properly set up.
• Hardware & Software Maintenance: Install and update software applications and operating system patches on user computers. Assist with antivirus updates, computer imaging, and deploying new hardware according to company standards.
• Network & Infrastructure Assistance: Work with IT System Administrators to support network and server operations. This includes basic monitoring of network devices, reporting issues (e.g., internet outages or network failures), and helping with routine tasks like backup operations, Wi-Fi configuration, or cabling under supervision.
• Troubleshooting & Escalation: Identify and troubleshoot issues with PCs, printers, handheld devices, and production-related IT systems. Escalate complex problems to senior IT staff or external vendors when necessary and collaborate to resolve them in a timely manner.
• Documentation: Document support activities, solutions, and frequently asked questions in the IT knowledge base. Maintain inventory records for IT equipment and assist in tracking software licenses and warranties.
• IT Projects: Participate in IT department projects and upgrades. Help roll out new hardware or software (such as upgrading operating systems, deploying new machines, or setting up network equipment) and support testing to ensure everything works correctly.
• Compliance & Security: Adhere to company IT policies and security protocols. Support efforts to maintain compliance with industry standards or regulations (e.g., data security, GDPR, or manufacturing quality systems) by following proper procedures and reporting any security incidents.