IT Analyst

About the role

Provide advanced site technology support and lead small, well-scoped projects that improve stability, reliability, and efficiency within a manufacturing or distribution environment. This role is responsible for resolving complex technical incidents, performing root cause analysis, implementing corrective and preventive actions, and driving standardization through documentation and process improvement. The position also collaborates closely with site operations, corporate IT teams, and external vendors to ensure business continuity and operational excellence. Through proactive problem solving, knowledge sharing, and collaboration with site and corporate teams, the role helps ensure technology systems remain stable, secure, and aligned with business objectives.

Core Functions

Technical Support & Incident Resolution

• Provide Tier II support for complex incidents and service requests involving PCs, Microsoft 365, RF devices, printers, labeling systems, handheld devices, and related peripherals.
• Investigate and resolve issues involving operating systems, applications, networks, and hardware interactions.
• Conduct root cause analysis and implement corrective and preventive actions to reduce recurring incidents and improve system reliability.
• Ensure complete and accurate ticket documentation, change records, and knowledge transfer.

Infrastructure & Platform Administration

• Administer core technology services including Active Directory user and group management, basic Group Policy administration, SCCM collections and deployments, print services, and endpoint management.
• Perform routine network troubleshooting and coordinate escalations and handoffs with infrastructure and network teams.
• Support Windows device imaging, profile migrations, and endpoint deployments.
• Assist with backup verification, disaster recovery testing, system restores, and infrastructure health checks.

Operational Technology & Plant Systems Support

• Support manufacturing and operational technology systems under established guidance and procedures.
• Maintain documentation of system interfaces, dependencies, recovery procedures, and common failure modes.
• Assist with troubleshooting and support activities related to plant floor systems and integrated manufacturing technologies.
• Create and maintain high-quality documentation, technical procedures, job aids, and site runbooks.

Project Leadership & Continuous Improvement

• Lead small-scale technology projects from planning through implementation and closure.
• Manage project communications, stakeholder updates, timelines, and risk identification.
• Drive initiatives that improve system standardization, reduce downtime, increase first-time-fix rates, and decrease support ticket volume.
• Support technology refresh efforts, infrastructure improvements, and operational efficiency initiatives.

Collaboration & Service Delivery

• Collaborate with site leadership, production supervisors, corporate IT teams, vendors, and business stakeholders.
• Support the adoption of technology standards through training, communication, and process improvements.
• Execute approved changes during maintenance windows with documented rollback plans.
• Meet or exceed service level expectations while maintaining operational stability and compliance.

General Qualifications & Experience

Education & Experience

• Associate degree in Information Technology, Computer Science, or a related field with a minimum of three (3) years of relevant experience, or
• Bachelor's degree in Information Technology, Computer Science, or a related field with two (2) to four (4) years of relevant experience.
• Experience supporting manufacturing, industrial, or distribution environments preferred.

Technical Knowledge

• Strong working knowledge of Microsoft Windows operating systems and Microsoft 365 technologies.
• Experience supporting Active Directory, SCCM, endpoint management, print services, and device deployments.
• Familiarity with RF equipment, handheld devices, label printers, and shop floor computing equipment.
• Basic understanding of LAN/WAN networking, wireless connectivity, and troubleshooting methodologies.
• Exposure to virtualization, backup, disaster recovery, and manufacturing systems environments preferred.

Professional Competencies

• Demonstrated analytical and troubleshooting skills.
• Strong customer service and communication abilities.
• Ability to manage priorities and work independently with limited supervision.
• Effective project coordination and organizational skills.
• Ability to communicate technical concepts to both technical and non-technical audiences.
• Commitment to documentation quality, process improvement, and operational excellence.
• Ability to meet all applicable site, safety, security, and regulatory requirements.
• Must be a U.S. Citizen or Green Card Holder.