IT Support Analyst

JOB SUMMARY Resolves Level 1/Level 2 incidents and fulfills service requests (phone, e‑mail, walk‑up, self‑service portal) for all end users in accordance with service level targets while demonstrating the highest level of customer service. Understands Safe Work Permit process. Key Responsibilities Provisions and maintains all end‑user computing equipment, such as desktop/laptop hardware, software, and peripherals (monitors, headsets, docking stations) in accordance with IT operations policy and procedures. Provisions and maintains network printers, conference room equipment, digital signs, TVs, and other miscellaneous equipment. Works with IT Endpoint Engineering team and IT Service Desk to pilot changes to image deployments involving Windows Operating system updates, patches, and hotfixes to end user computers. Works with IT Service Desk and Site Business Stakeholders to communicate planned IT maintenance requiring IT service outages, and unplanned Incident Response notifications. Escalates incidents to the appropriate IT engineering and operations resources in accordance with established IT Incident Response procedure. Monitors open support requests for accuracy, urgency, and problem resolution. Creates and maintains document repository or knowledge base of fixes, installation procedures, technical tips, and IT support documents or procedures. Provides project support for the implementation of new technologies which enable the business – examples include Digital Plant, IMM, PI, MES, LIMS and other. Provides project support for the procurement and goods receipt pertaining to IT projects and Manufacturing projects which require IT‑OT integration solutions. Assists IT Infrastructure and Operations teams in efforts to track and manage IT assets (logical and physical) which are deployed at manufacturing locations. Coordinates maintenance requests and change requests from manufacturing facility maintenance provider, Power, HVAC, Fiber, and Copper cabling. Assists IT Infrastructure engineering and operations team with Monitoring & Network Administration, including Change Management, and Incident Response. Assists IT Security engineering and operations teams with Vulnerability Response, and Security Incident Response. Required Qualifications Strong knowledge of Windows platforms: Windows 10, Windows 11. Strong knowledge of networking concepts such as TCP/IP protocols. Hands‑on knowledge of HP, Xerox, Ricoh, Zebra printers and copiers. 5+ years of IT‑industry experience. Experience working in a manufacturing or laboratory facility. Windows Server 2019, 2022. Mobile Device Management experience. Project Coordination experience. Preferred Qualifications Travel would/could be to the following locations: Winona, MN; and Evansville, IN; Auburn Hills, MI & Troy, MI (Note: Troy and Auburn Hills are only 20 mins apart – so part of the same trip). Certifications A+ certification or equivalent networking experience. #J-18808-Ljbffr