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.

• 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.

• 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.

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).

• A+ certification or equivalent networking experience.