IT Support Analyst

IT Support Analyst

Electric Machinery Company, a division of WEG Electric Corp. Minneapolis, MN

Primary Objective of Position:

This position is responsible for providing hands-on IT support for end-user hardware, software, and site-specific infrastructure while serving as a key escalation point between the Service Desk and Infrastructure teams. The IT Support Analyst delivers onsite and remote technical support, ensures timely resolution of incidents and service requests, and collaborates with regional and global IT teams to maintain reliable and efficient technology operations.

Major Areas of Accountability

• Provide onsite and deskside support for end-user hardware including desktops, laptops, printers, mobile devices, conference room equipment, and peripherals.
• Diagnose, troubleshoot, and resolve hardware, software, connectivity, and access-related issues in a timely and customer-focused manner.
• Serve as a primary escalation point for Service Desk requests requiring hands-on troubleshooting or local infrastructure support.
• Accurately document incidents, service requests, troubleshooting steps, and resolutions within the IT ticketing system.
• Escalate unresolved or complex issues to the appropriate internal teams (Infrastructure, Network, Security, Applications, or Global IT) following established escalation procedures.
• Install, configure, maintain, and replace IT hardware and software using standard images, tools, and documented procedures.
• Support onboarding and offboarding activities, including equipment setup, account access, and asset recovery.
• Maintain and update hardware inventory and asset records in the asset management system.
• Participate in IT projects such as system upgrades, hardware refreshes, office moves, equipment migrations, and technology rollouts.
• Collaborate with Service Desk Analysts, Infrastructure Analysts, and global IT team members to ensure consistent service delivery across locations.
• Assist with creating and maintaining technical documentation and knowledge base articles to improve support efficiency.
• Follow ITSM processes, change management guidelines, and service level agreements (SLAs).
• Encourage a culture of teamwork, continuous improvement, and customer service excellence.
• Other duties may be assigned by management to meet business needs.

Qualifications / Knowledge / Skills / Abilities:

• High School diploma or GED required
• Associate's or Bachelor's degree in Information Technology, Information Systems, or related field preferred; equivalent professional experience will be considered
• Experience providing onsite or deskside technical support in an office, manufacturing, warehouse, or business environment
• Hands-on experience troubleshooting hardware, software, printers, and basic network connectivity issues
• Experience in IT support, service desk, or infrastructure support roles a plus
• Strong knowledge of computer hardware, peripherals, and mobile devices
• Working knowledge of Microsoft Windows operating systems and Microsoft 365 applications
• Basic understanding of Active Directory, user account management, and access provisioning
• Familiarity with enterprise applications, ticketing systems, and ITSM frameworks
• Ability to follow documented procedures and escalate issues appropriately
• Strong written and verbal communication skills with the ability to explain technical issues clearly
• Demonstrated customer service mindset with strong problem-solving skills
• Ability to prioritize multiple tasks and adapt to changing business needs
• Self-motivated, detail-oriented, and able to work independently and as part of a global team

Physical Requirements:

• Work is performed in both office and manufacturing environments
• Requires the ability to routinely move throughout the facility to perform onsite support
• Requires the ability to lift, carry, and move IT equipment up to 25–50 pounds
• Requires standing, walking, bending, kneeling, and occasional ladder or stair use

Salary: $70,000 - $80,000