IT Support Analyst
Role details
Job location
Tech stack
Job description
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Provision and configure new user workstations, hardware, software, and security access.
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Create and maintain user accounts and ensure proper permissions.
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Support end-user devices, applications, printers, conferencing tools, and mobile technology across multiple sites.
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Troubleshoot issues via phone, email, chat, and ticketing tools while meeting SLA expectations.
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Log, track, and escalate incidents to ensure timely resolution and clear communication with users and stakeholders.
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Participate in an on-call rotation to support after-hours incidents. (nights, weekends, and potential holidays.)
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Diagnose recurring issues and identify root causes to reduce future disruptions.
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Perform basic hardware repairs and coordinate warranty service with vendors.
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Manage inventory of hardware, peripherals, consumables, and software licenses.
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Handle device recovery, license removal, and legal hold requirements for departing users.
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Maintain accurate asset records and ensure proper device assignments.
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Coordinate electronic equipment disposal and obtain certificates of destruction.
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Test new hardware, software, and peripherals prior to deployment.
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Create and update training materials and contribute to IT and end-user knowledge base articles.
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Mentor new team members and support onboarding.
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Monitor system health, follow best practices, and troubleshoot alerts to maintain performance.
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Stay current on new technologies and recommend improvements to enhance the user experience.
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Communicate technical concepts clearly and professionally.
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Research complex issues using all available resources and document solutions.
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Prioritize multiple tasks effectively and build strong relationships with users and IT colleagues.
Requirements
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Associate degree in Computer Science, Information Technology, or equivalent hands on experience.
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3+ years of experience supporting end users, hardware, and software in a fast paced environment.
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Strong background in installing, configuring, documenting, testing, and training on new applications and systems.
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Solid technical skills across computers, hardware, software, and troubleshooting.
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Excellent verbal and written communication skills.
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Proven ability to understand user needs and recommend effective solutions.
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Experience with O365, macOS, and Windows operating systems.
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Ability to sit, stand, walk, lift, carry, push, or pull up to 50 lbs as part of daily work.
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Travel 10-12% US only
What you can expect:
- A culture built on teamwork, respect, and entrepreneurial spirit
Benefits & conditions
- Hybrid work option*
- Benefits that go beyond the basics
- Matching contribution retirement savings plan
- Learning & development program
- EAP program + family
- Generous holiday schedule available
*If applicable
Responsible Manufacturing - Protecting Our Planet for the Future
- EcoVadis Platinum Medal - recognizing top 1% global performance in sustainability excellence.
- Goal Zero - commitment to diverting job site and manufacturing waste from landfill.
- Industry-leading manufacturing systems certified to ISO 9001 (quality), ISO 14001 (environmental), and ISO 45001 (health & safety).
- Leading recycling and material regeneration through two owned and operated facilities.
