IT Support Analyst - Sevillo

Essential Duties and Responsibilities

• 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.
• 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.
• 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.
• Aid in deployment and maintenance of network equipment across sites.
• 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.
• 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.
• 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.
• Aid in 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.
• 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.
• 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.