Jr. Support Analyst

Jr. Support Analyst

Requirements

• Strong troubleshooting skills for diagnosing hardware, software, and basic network issues.
• Ability to quickly learn and support manufacturing-specific applications (e.g., MES or inventory systems) and specialized devices used in production (barcode readers, label printers, etc.).
• Excellent interpersonal skills with a customer-focused attitude.
• Capable of patiently assisting users with varying levels of technical knowledge and communicating solutions in clear, non-technical terms.
• Analytical mindset with attention to detail.
• Able to follow logical steps to resolve technical problems and willing to research issues or ask for guidance when faced with unfamiliar challenges.
• Strong verbal and written communication skills.
• Able to document issues/resolutions clearly and update technical documents or guides for end-users.
• A collaborative work style, willing to assist colleagues and share knowledge.
• Comfortable working under the direction of senior IT staff and contributing positively to the team’s goals.
• Good organizational skills with the ability to prioritize tasks.
• Capable of managing multiple support requests and meeting response time targets (SLAs), especially when production operations are dependent on quick solutions.
• Flexibility to adapt to changing technology and operational needs.
• Eagerness to learn new systems, tools, and technologies.
• Willingness to pursue additional training or certification as needed to improve support capabilities.

Responsibilities

• Monitor and respond to IT support tickets, emails, and phone calls from employees.
• Provide prompt troubleshooting and resolution for hardware, software, and connectivity issues.
• Assist on-site staff and manufacturing floor personnel with technical issues.
• Set up and configure desktops, laptops, printers, barcode scanners, and other peripheral devices.
• Diagnose and fix problems directly at the user’s workstation or on production equipment, ensuring minimal disruption to manufacturing operations.
• Use remote support tools to help off-site users or remote facilities.
• Troubleshoot VPN connections, remote desktop issues, and other off-site access problems to maintain productivity for traveling or remote employees.
• Create and manage user accounts and permissions (e.g., Active Directory, email, ERP logins).
• Perform password resets and ensure new employees’ equipment and access are properly set up.
• Install and update software applications and operating system patches on user computers.
• Assist with antivirus updates, computer imaging, and deploying new hardware according to company standards.
• Work with IT System Administrators to support network and server operations.
• Identify and troubleshoot issues with PCs, printers, handheld devices, and production-related IT systems.
• Escalate complex problems to senior IT staff or external vendors when necessary and collaborate to resolve them in a timely manner.
• Document support activities, solutions, and frequently asked questions in the IT knowledge base.
• Maintain inventory records for IT equipment and assist in tracking software licenses and warranties.
• Participate in IT department projects and upgrades.
• Help roll out new hardware or software (such as upgrading operating systems, deploying new machines, or setting up network equipment) and support testing to ensure everything works correctly.
• Adhere to company IT policies and security protocols.
• Support efforts to maintain compliance with industry standards or regulations (e.g., data security, GDPR, or manufacturing quality systems) by following proper procedures and reporting any security incidents.

Preferred Qualifications

• Previous work experience or internships in a manufacturing or industrial company’s IT department.
• Familiarity with factory floor operations or supporting shop-floor employees and equipment.
• Exposure to manufacturing execution systems (MES), enterprise resource planning (ERP) software (e.g., Microsoft Dynamics 365 Business Central).
• Understanding how IT systems support production, inventory, and quality control processes.
• Experience with Active Directory administration, Office 365/Azure AD user management, or basic Windows server maintenance.
• Any hands-on experience with networking equipment (switches, routers, Wi-Fi access points) or telephony systems.
• Basic ability to write scripts (PowerShell, batch files) to automate routine tasks or familiarity with tools to streamline support tasks.