Sr IT Support Analyst

About the role

As a Senior IT Support Analyst, you will provide daily technical support to employees for a range of hardware and software-related systems. You will deliver infrastructure support to end-users at multiple Vitro locations and field employees, collaborating with centralized IT teams to implement new solutions and maintain existing standards. This role involves working on small, isolated tasks independently or as part of a team, with performance measured by your ability to complete assigned work and deliver results.

Responsibilities

• Support and break/fix all users and business IT equipment within an office environment, including remote support.
• Coordinate problem-solving or project activities with Corporate IT Infrastructure and Applications teams.
• Ensure IT system and data security within the facility, including proper storage and backup of local company data.
• Manage and maintain computer workstations, troubleshoot IT issues, and provide effective solutions in collaboration with Corporate IT.
• Ensure efficient operation of local IT equipment and inform employees of technological changes within the organization.
• Provide remote PC support for traveling users.
• Ensure licensing requirements are met and assist in developing the annual local facility IT budget.
• Maintain and fulfill Corporate IT standards, providing input based on feedback from local users.
• Track all Incidents and Requests in the ticketing system.
• Work in an office and/or manufacturing environment with a focus on safety and security.

Requirements

• A 2-year degree in Computer Science, Engineering, or a related discipline.
• Minimum of 5 years of technical support experience in a computer-related area.
• Experience supporting a Manufacturing or Research team is preferred.
• Strong verbal communication skills, including the ability to document operations procedures.
• Strong customer service skills and the ability to handle internal users effectively.
• Strong problem-solving abilities.

Skills

• PC and Laptop hardware/software troubleshooting.
• Networking and Voice Services (e.g., Cabling, Routers, Switches, PBX, Wireless).
• Printer hardware troubleshooting.
• Project Management and organizational skills.
• Basic knowledge of Thin Client technologies.
• Basic knowledge of Manufacturing and Engineering software.
• Ability to work independently or in a team environment.
• Ability to interact effectively with a diverse user base.

Schedule

Work daylight hours, with 24x7 on-call support required for emergency events.