IT Field Support Analyst

Job Duties and Responsibilities

• Provide hands‑on technical support for end‑user devices, including laptops, desktops, printers, and mobile devices.
• Support shop floor technology, including PCs, RF scanners, tablets, label printers, and barcode systems.
• Troubleshoot and resolve hardware, software, and network issues in a timely manner.
• Document incidents, troubleshooting steps, and resolutions within the IT service management system.
• Escalate complex issues to higher‑level support teams and ensure proper follow‑up through resolution.
• Install, configure, and maintain hardware, software, and IT infrastructure in alignment with company standards.
• Support and maintain manufacturing systems (MES platforms such as Ignition, Argonaut, iGear).
• Provide support for engineering applications (e.g., AutoCAD and related tools).
• Assist with deployment of IT standards, system upgrades, and new technology implementations.
• Support critical meetings and plant operations to ensure minimal downtime.
• Collaborate with cross‑functional teams to understand business needs and improve system performance.
• Communicate user feedback and system improvement opportunities to IT and project teams.
• Provide on‑call and after‑hours support as required.

• Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).
• 5–7 years of hands‑on IT support experience, preferably in a manufacturing environment.
• Proven ability to troubleshoot and resolve technical issues across a variety of systems and devices.

Strong experience supporting:

• Windows 10/11 and Windows Server environments
• Microsoft Office applications
• Desktop and laptop hardware

Experience with shop floor and industrial technology, including:

• RF scanners, handheld devices, and tablets
• Barcode/label printers and scanning systems
• Familiarity with Manufacturing Execution Systems (MES).
• Experience supporting engineering software (e.g., AutoCAD).
• Understanding of network connectivity and integration with PLC‑based systems.
• Experience gathering business requirements and supporting process improvements through IT solutions.
• Strong problem‑solving and troubleshooting skills
• Excellent customer service and communication skills
• Ability to prioritize and manage multiple tasks in a fast‑paced environment
• High level of attention to detail and organization
• Team‑oriented with the ability to collaborate across departments
• Proactive mindset with a focus on continuous improvement
• Willingness to work in a manufacturing environment, including time on the shop floor
• Ability to provide on‑call and after‑hours support
  
  Ability to lift and install IT equipment as needed