IT Support Analyst - Sevillo

Title:   IT Support Analyst
FLSA Status : Exempt
Reports To : Director, Information Technology
Department: Information Technology
Location: West Jordan, UT

Job Summary
The IT Support Analyst is responsible for delivering end-user technical support across manufacturing facilities, warehouse operations, and corporate office environments. This role ensures the reliability, availability, and performance of IT systems that support production, distribution, and business operations. The analyst will troubleshoot hardware, software, and network issues, manage helpdesk requests, and coordinate with internal teams and external vendors to resolve incidents efficiently across multiple locations.

Essential Duties and Responsibilities:
End-User Support

• Provide Tier 1 and Tier 2 technical support for manufacturing floor users, warehouse staff, and office employees.
• Diagnose and resolve issues related to desktops, laptops, mobile devices, RF scanners, printers, and peripherals.
• Support production-critical systems to minimize downtime and operational disruptions.
• Provide both on-site and remote support across multiple facilities.

Helpdesk & ITSM Management

• Manage and prioritize incidents and service requests using a ticketing system.
• Ensure tickets are documented, categorized, and resolved within defined SLAs.
• Escalate complex issues appropriately while maintaining ownership through resolution.
• Identify recurring issues and recommend process or technical improvements.

Network Support & Troubleshooting

• Troubleshoot network connectivity issues including LAN/WAN, wireless networks, VLANs, VPN access, and firewall-related problems.
• Support network infrastructure including switches, access points, and routing equipment.
• Collaborate with network and infrastructure teams to resolve outages and performance issues.
• Assist with deployment and maintenance of network equipment across sites.

Manufacturing & Warehouse Systems Support

• Support systems used in manufacturing and distribution environments, including ERP, WMS, and shop floor systems.
• Troubleshoot issues related to RF devices, barcode scanners, label printers, and industrial workstations.
• Ensure system uptime in fast-paced, operational environments with limited tolerance for downtime.

Vendor & Third-Party Coordination

• Coordinate with external vendors (hardware providers, software vendors, MSPs, telecom providers) to resolve incidents.
• Log and track vendor support cases and ensure timely follow-up and resolution.
• Participate in vendor performance reviews and escalation processes.

Multi-Site Support

• Provide remote support for multiple facilities, including manufacturing plants, warehouses, and office locations.
• Travel occasionally to sites as needed for deployments, upgrades, or critical issue resolution.
• Maintain documentation for site-specific configurations and support procedures.

Technology Deployment & Maintenance

• Assist with deployment, configuration, and maintenance of end-user devices and IT infrastructure.
• Support onboarding/offboarding activities including account provisioning and hardware setup.
• Maintain asset inventory and ensure compliance with IT standards and policies.

Documentation & Continuous Improvement

• Create and maintain technical documentation, knowledge base articles, and support procedures.
• Identify opportunities to improve support processes, automation, and system reliability.
• Contribute to IT initiatives, upgrades, and project work as needed.

Qualifications/Requirements

• Associate’s or Bachelor’s degree in Information Technology or related field (or equivalent experience).
• 3+ years of IT support experience in a multi-location environment.
• Hands-on experience supporting manufacturing and/or warehouse operations.
• Strong experience managing and resolving helpdesk tickets in an ITSM platform.
• Proven experience troubleshooting network issues (wired and wireless environments).
• Experience coordinating issue resolution with external vendors and service providers.
• Strong understanding of Windows OS, Microsoft 365, Active Directory, and endpoint management tools (e.g., Intune).
• Experience supporting ERP systems and warehouse management systems.
• Familiarity with RF scanners, mobile device management (e.g., SOTI), and industrial hardware.
• Basic knowledge of network configuration (switching, VLANs, firewalls).
• Experience in a food and beverage manufacturing environment.

Skills

• Strong troubleshooting and problem-solving capabilities in high-pressure environments.
• Ability to support both technical and non-technical users effectively.
• Excellent communication and customer service skills.
• Strong organizational and time management skills with the ability to prioritize competing demands.
• Ability to work independently and collaboratively across teams.
• Proactive mindset with a focus on continuous improvement.
• Ability to plan, communicate, and execute cross functional IT infrastructure initiatives.

Physical Demands and Work Environment
The physical requirements described here represent those that an employee must meet to perform the essential functions of this job successfully. Reasonable accommodations may be provided to help individuals with disabilities perform these vital functions. The job typically requires office, manufacturing and warehouse settings. Exposure to industrial environments (noises, food processing equipment and varying temperatures). May require off-hour support and on-call rotation. Ability to wear required PPE, including hairnets, gloves and protective footwear, etc. 

This document in no way states or implies that these are the only duties to be performed by the employee occupying this position.

Woodland Gourmet hires exceptional people to perform a wide variety of important functions that contribute to the success of our organization.  We offer a competitive compensation package with benefits.  The estimated salary range for this role is $71,000 to $93,000. This position is eligible for an annual bonus (based on the incentive program terms and conditions).  Based on your qualifications, previous experience, and transferable skills, the company will determine, at its discretion, the hourly rate offered and will reflect the market conditions and cost of living for your geographic location.

Our benefits program is designed to support our team in leading healthy, productive, and fulfilling lives. We deeply value the contributions of our team members and are committed to offering a competitive total compensation package. Additionally, we offer medical, prescription drug plans, dental, life insurance, short-term and long-term disability, vision insurance, flexible spending account, health savings account, tuition reimbursement, employee assistance program, voluntary benefits (hospital, critical illness, personal accident, legal & identify theft), 401k with company match, paid family leave, paid holidays and paid time off. 

Woodland Gourmet assures equal employment opportunity in all its hiring and employment policies and practices. This includes all aspects of employment, such as recruiting, hiring, promotions, transfers, demotions, layoffs or terminations, compensation, benefits, training, company-sponsored education, social and recreational programs or events, and all other terms, conditions, and privileges of employment. These policies and practices are administered without regard to “legally protected categories” such as:  race, color, religion, national origin, age, gender, disability, marital status, veteran status, sexual orientation or sexual orientation, pregnancy status or medical conditions related to childbirth, and/or any other factor protected by law