IT Analyst

CES/AWS is seeking an experienced IT Analyst to provide hands-on technical support within a manufacturing and production environment. This role is responsible for troubleshooting hardware and software issues, maintaining end-user systems, and ensuring reliable IT operations to minimize disruptions to production., * Provide onsite technical support, diagnosing and resolving complex hardware, software, workstation, and end-user computing issues.

• Support manufacturing and production-floor operations, including assembly lines, cameras, scanners, printers, and related plant equipment.
• Install, configure, test, maintain, and monitor end-user hardware and software to ensure optimal performance.
• Respond to service desk tickets, phone calls, emails, and escalated support requests, documenting troubleshooting steps, resolutions, and time spent in the service management system.
• Prioritize support tickets based on business needs, production impact, urgency, and customer requirements.
• Escalate issues to the appropriate support teams and coordinate with internal IT departments and third-party vendors when necessary.
• Perform user account and equipment changes, including moves, additions, and changes (MAC requests).
• Maintain accurate inventories of site hardware, software, and IT assets, ensuring asset management records remain current.
• Develop and maintain site-specific IT documentation, support procedures, performance reports, and operational records.
• Provide end-user training and guidance to prevent recurring technical issues and improve overall user experience.
• Collaborate with other IT service teams to maintain an efficient and reliable end-user computing environment.
• Proactively seek customer feedback, identify opportunities to improve support processes, and maintain strong working relationships across the organization.
• Participate in personal development and performance management initiatives.

The ideal candidate has strong technical troubleshooting and customer service skills, understands the demands of a fast-paced plant environment, and can respond quickly to IT issues that directly impact manufacturing operations., * Minimum of 5+ years of relevant experience in the Information Technology industry.

• High School Diploma or GED required; an Associate Degree in Computer Science or a related field is preferred.
• Experience providing hands-on IT support, troubleshooting hardware and software issues, and resolving technical problems.
• Ability to understand support procedures, follow escalation processes, and leverage internal resources to resolve issues efficiently.
• Strong understanding of issue prioritization, particularly when technical problems affect production operations.
• Excellent customer service, communication, and problem-solving skills.
• Ability to communicate technical issues clearly and professionally while keeping users informed of progress and resolution timelines.
• Ability to work onsite at the plant for a full eight-hour workday and support additional hours as business needs require.
• Willingness to work daily overtime and weekends when necessary to support production requirements.

Preferred Experience

• Previous IT support experience in a manufacturing, industrial, plant, or production environment.
• Experience supporting assembly lines, production-floor workstations, cameras, scanners, printers, and related manufacturing equipment.
• Experience troubleshooting technical issues that directly affect production uptime and operational efficiency.
• Experience managing service desk tickets, IT asset inventories, system documentation, and hardware/software installations.
• Experience supporting critical IT outages and responding to emergency technical issues outside normal business hours.