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# IT Support Analyst

- **Company:** ACME GLASS COMPANY, INC.
- **Location:** Shelby Township, MI, United States
- **Experience:** Experienced
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Apple Mac Systems, Software Applications, Monitoring of Systems, Issue Tracking Systems, Network Troubleshooting, Microsoft Office, Remote Service Software, Information Technology, Tools for Reporting, User Accounts
- **Published:** October 11, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=f091801ca2abbec9

## About the Role

* 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.

## Description

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.