Job Description

** 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.

Qualifications

** Required Qualifications:**

• Technical Proficiency: Strong troubleshooting skills for diagnosing hardware, software, and basic network issues. Ability to quickly learn and support manufacturing-specific applications (e.g., MES or inventory systems) and specialized devices used in production (barcode readers, label printers, etc.).
• Customer Service: Excellent interpersonal skills with a customer-focused attitude. Capable of patiently assisting users with varying levels of technical knowledge and communicating solutions in clear, non-technical terms.
• Problem-Solving: Analytical mindset with attention to detail. Able to follow logical steps to resolve technical problems and willing to research issues or ask for guidance when faced with unfamiliar challenges.
• Communication: Strong verbal and written communication skills. Able to document issues/resolutions clearly and update technical documents or guides for end-users.
• Teamwork: A collaborative work style, willing to assist colleagues and share knowledge. Comfortable working under the direction of senior IT staff and contributing positively to the team’s goals.
• Time Management: Good organizational skills with the ability to prioritize tasks. Capable of managing multiple support requests and meeting response time targets (SLAs), especially when production operations are dependent on quick solutions.
• Adaptability: Flexibility to adapt to changing technology and operational needs. In a manufacturing setting, priorities can shift rapidly (e.g., a line-down situation), so the ability to stay calm under pressure and respond effectively is crucial.
• Continuous Learning: Eagerness to learn new systems, tools, and technologies. Willingness to pursue additional training or certification as needed to improve support capabilities.

Preferred Qualifications: (These are not required but will strengthen a candidate’s application)

• Industry Experience: Previous work experience or internships in a manufacturing or industrial company’s IT department. Familiarity with factory floor operations or supporting shop-floor employees and equipment.
• Manufacturing Systems Knowledge: Exposure to manufacturing execution systems (MES), enterprise resource planning (ERP) software (e.g., Microsoft Dynamics 365 Business Central) Understanding how IT systems support production, inventory, and quality control processes.
• Advanced IT Skills: Experience with Active Directory administration, Office 365/Azure AD user management, or basic Windows server maintenance. Any hands-on experience with networking equipment (switches, routers, Wi-Fi access points) or telephony systems.
• Scripting/Automation: Basic ability to write scripts (PowerShell, batch files) to automate routine tasks or familiarity with tools to streamline support tasks.

Work Environment:
This position is on-site at a manufacturing facility and involves working in both office and industrial settings. The Junior IT Support Analyst will split time between a typical office environment (working at a desk, using a computer) and the production floor where manufacturing equipment is operating. On the factory floor, the environment can be noisy, busy, and require the use of personal protective equipment (such as safety glasses, steel-toed shoes, or ear protection) as per company safety policies. The role is generally performed during regular business hours; however, participation in an IT on-call rotation is required.

Education and/or Experience ****

• Education: Diploma or Bachelor’s degree in Information Technology, Computer Science, or a related field. (Equivalent work experience in IT support will also be considered.)
• Experience: 1+ year of experience in an IT support role, helpdesk, or similar technical support position. Experience can include internships or co-op placements providing technical assistance.
• Certifications: Basic IT certifications are highly valued. Examples include CompTIA A+ (for PC hardware/software support) or CompTIA Network+ (for fundamental networking knowledge). Training or certification in ITIL Foundations (IT service management) is a plus.
• Technical Knowledge: Familiarity with Microsoft Windows operating systems and common software applications (Microsoft Office 365 suite, email clients, etc.). Understanding of PC hardware components and the ability to replace or upgrade parts. Basic knowledge of networking concepts (TCP/IP, DNS, DHCP) and troubleshooting connectivity issues.
• Manufacturing Environment: Awareness of or exposure to working in a manufacturing or industrial environment is beneficial. Candidates should be willing to learn about manufacturing-specific systems and constraints (such as production downtime sensitivity, safety protocols, and specialized equipment).

Additional Information

** Compensation and Benefits**

• Competitive Market Wages
• Paid Time Off (vacation, sick, and holiday)
• Employee Assistance Program
• Medical/Dental/Vision Insurance Plans
• Employee Assistance Program
• Tuition Reimbursement Program
• Employee Recognition Programs
• Employee PV Panel Purchase Program