IT Support Analyst

Technical Support:

• Provide first and second-level support to end-users via phone, email, and in-person.
• Diagnose and resolve hardware, software, and network issues.
• Assist with the setup, configuration, and maintenance of desktops, laptops, printers, and other IT equipment.
• Track and document all support requests and incidents using the ticketing system.
• Prioritize and escalate issues as necessary to ensure timely resolution.
• Follow up with users to ensure issues are fully resolved and document solutions for future reference.

System Maintenance:

• Perform regular system maintenance tasks, including software updates, patches, and backups.
• Monitor system performance and troubleshoot any performance issues.
• Assist with the management of user accounts and access permissions.

Manufacturing & Business Collaboration

• Act as a liaison between manufacturing operations, engineering, supply chain, and IT
• Support continuous improvement initiatives by optimizing ERP workflows and reporting
• Collaborate with Manufacturing Engineering and Operations to align ERP functionality with plant processes
• Support integrations between ERP and related systems (MES, PLM, WMS, reporting tools)

Training and Documentation:

• Create and maintain user guides and technical documentation.
• Provide training and support to end-users on various software applications and IT procedures.
• Stay up to date with the latest industry trends and technologies.

• Bachelor’s degree in Information Technology, Computer Science, or a related field preferred.
• Minimum of 2-3 years of experience in an IT support or helpdesk role.

Technical Skills:

• Proficiency with Windows and Mac operating systems.
• Experience with network troubleshooting and configuration.
• Familiarity with Office 365, and remote support tools.
• Knowledge of ERP practices is a plus.

Soft Skills:

• Excellent verbal and written communication skills.
• Strong problem-solving and analytical abilities.
• Ability to work independently and as part of a team.
• High level of customer service orientation and interpersonal skills.
• This position requires 20% to 30% travel - This role will oversee both the Michigan and Toledo plants.

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Paid time off
• Vision insurance