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# IT Support Analyst

- **Company:** Aesseal Inc.
- **Location:** Rockford, TN, United States
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Active Directory, Adobe Creative Cloud, Artificial Intelligence, Antivirus Softwares, VoIP, Cloud Computing, Desktop Computing, Interaction Design, Internet Communications, Network Troubleshooting, Microsoft Office, Release Management, Backup and Restore, Wi-Fi Technology, Computer Network Technologies, Software Troubleshooting, Information Technology, Data Analytics, Laptops
- **Published:** October 13, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=649b1310b58f9759

## About the Role

* Communication - Excellent communication skills both written and oral.
 * Collaboration - Ability to foster collaboration and work effectively with cross-functional teams.
 * Innovation - A mindset for innovation and an ability to explore and experiment with emerging technologies.
 * Problem-Solving - Strong problem-solving skills to address challenges and roadblocks in the use and development of IT systems.
 * Adaptability - Flexibility and adaptability to navigate a rapidly changing business and technology landscape.
 * Data Literacy - Understanding of data analytics and the ability to leverage data for decision-making.
 * Technology Knowledge - Knowledge of relevant technologies and trends, including cloud computing, AI, IoT, etc. and how they may benefit the business.
 * Knowledge of Internet, Intranet, Wi-Fi access, E-mail
 * Knowledge of various, mobile and Smartphone technologies
 * Knowledge of Antivirus/Backup Software
 * A basic understanding of network technologies and associated hardware and software.
 * Cybersecurity Awareness - Understanding of cybersecurity principles and the ability to manage associated risks.
 * Ability to conduct technological analyses and research to all the business to be perform and return exceptional customer service.

Experience:

 * Experience of installing and configuring hardware and software.
 * Hardware - Ability to diagnose/troubleshoot hardware faults including but not limited to:
 * Desktops
 * Laptops
 * Printers/Scanners
 * Telephone
 * Software - Ability to diagnose/troubleshoot software faults including but not limited to:
 * Windows based operating systems
 * Microsoft Office
 * Microsoft 365
 * Helpdesk Software
 * Experience in using:
 * Active Directory
 * Microsoft (desktop and server) OS
 * Adobe Suite
 * Antivirus
 * MDM software, * Educational Background/Certifications
 * A relevant IT Qualification/Certification or a minimum three (3) years of related work experience.
 * Relevant certifications in change management, ISO 20000 and VoIP telephony systems are preferrable but not required.

## Description

* Diagnose and resolve hardware, software, and network issues for end-users, providing step-by-step guidance and technical assistance.
 * User Assistance:
 * Respond to technical inquiries via phone, email, and in-person, ensuring user satisfaction and providing clear, concise communication of solutions.
 * System Maintenance:
 * Install updates, patches, and new hardware/software, and perform regular system checks to ensure optimal functionality and security.
 * Problem Documentation:
 * Document all support tickets, user interactions, and resolutions for future reference and to identify trends.
 * Escalation:
 * Identify and escalate complex technical issues to specialized IT teams or higher-level support agents when necessary.
 * Collaboration:
 * Work with other IT departments to resolve issues and to ensure effective solutions are implemented.
 * User Training:
 * Provide training to users on new software or hardware to enhance their skills and improve overall IT literacy.

It's important to note that these are general non exhaustive list of responsibilities and may vary depending on the project scope., Provide 1st/2nd Line IT Support and replenishment of relevant hardware to our North American customer base.

 * Ensure all incidents are logged in our Helpdesk Software promptly and accurately.
 * Provide cover for the daily backup & network checks to enable the department to keep standards and customer service consistent throughout annual leave or sickness.
 * Configuration & installation of hardware & software.
 * Participate in project work when required, communicating technical details between colleagues and users.
 * Incident, Change and Release Management - as per ISO 20000 process and procedures, and application specific processes.

These principal accountabilities reflect the customer focused nature of the IT Support Analyst role. N.B this list is not exhaustive, the job holder is required to carry out reasonable tasks within his/her level of skill and ability.

This role is likely to be based at AESSEAL Inc in Rockford but has a Global remit regarding implementation of Best Practice and Procedures within the AES Group.