IT Field Support Analyst

Job Purpose

We are seeking a customer-focused and technically skilled IT Field Support Analyst to support our manufacturing and office environments. This role is responsible for diagnosing and resolving technical issues, supporting shop floor systems, and ensuring reliable IT operations across the facility. The ideal candidate thrives in a fast-paced manufacturing environment, communicates effectively with end users, and is passionate about delivering high-quality IT support.

Job Duties and Responsibilities

• Provide hands-on technical support for end-user devices, including laptops, desktops, printers, and mobile devices.
• Support shop floor technology, including PCs, RF scanners, tablets, label printers, and barcode systems.
• Troubleshoot and resolve hardware, software, and network issues in a timely manner.
• Document incidents, troubleshooting steps, and resolutions within the IT service management system.
• Escalate complex issues to higher-level support teams and ensure proper follow-up through resolution.
• Install, configure, and maintain hardware, software, and IT infrastructure in alignment with company standards.
• Support and maintain manufacturing systems (MES platforms such as Ignition, Argonaut, iGear).
• Provide support for engineering applications (e.g., AutoCAD and related tools).
• Assist with deployment of IT standards, system upgrades, and new technology implementations.
• Support critical meetings and plant operations to ensure minimal downtime.
• Collaborate with cross-functional teams to understand business needs and improve system performance.
• Communicate user feedback and system improvement opportunities to IT and project teams.
• Provide on-call and after-hours support as required.

Education and Qualifications

• Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience).
• 5-7 years of hands-on IT support experience, preferably in a manufacturing environment.
• Proven ability to troubleshoot and resolve technical issues across a variety of systems and devices.

Skills and Competencies

Strong experience supporting:

• Windows 10/11 and Windows Server environments
• Microsoft Office applications
• Desktop and laptop hardware

Experience with shop floor and industrial technology, including:

• RF scanners, handheld devices, and tablets
• Barcode/label printers and scanning systems
• Familiarity with Manufacturing Execution Systems (MES).
• Experience supporting engineering software (e.g., AutoCAD).
• Understanding of network connectivity and integration with PLC-based systems.
• Experience gathering business requirements and supporting process improvements through IT solutions.
• Strong problem-solving and troubleshooting skills
• Excellent customer service and communication skills
• Ability to prioritize and manage multiple tasks in a fast-paced environment
• High level of attention to detail and organization
• Team-oriented with the ability to collaborate across departments
• Proactive mindset with a focus on continuous improvement
• Willingness to work in a manufacturing environment, including time on the shop floor
• Ability to provide on-call and after-hours support
• Ability to lift and install IT equipment as needed