Sr. IT Technical Support Analyst

Sr. IT Technical Support AnalystPosition SummaryThe Sr. IT Technical Support Analyst provides technical support and assistance to customers, whether on the phone, via remote app, or in person. Their primary responsibility is to ensure a user's overall satisfaction. This individual will ensure computer related functions within the company are operating at high levels of availability and that the security of supported business systems and applications is satisfactory. This individual will also provide adequate training to meet the daily operating needs of the company as well as the companies long term needs within computer related and manufacturing technologies. This individual is responsible for independently managing, monitoring, and reporting on complex systems and processes. This individual will assist the Disaster Recovery Team leader to ensure continuity of data and systems, as well as assist the internal audit team (as required) ensuring all required controls are being monitored and met. The Senior IT Technical Support Analyst may act as a Site Lead for the Operations team at the facility they reside in; ensuring support issues are being assigned/completed in a timely manner.Principle ResponsibilitiesSite IT Lead Person (if assigned)Mentor and develop junior members in ITWorks with vendors for pricing and availability of equipment, sizing, materials, and laborRecommends innovative ideas, processes and/or procedures for enhancements, and modifications to improve existing systemsPerforms analysis to review current metrics and identify successes, discrepancies and opportunities for improvementProvides general advice and specific recommendations to leadership on key areas of expertiseTakes responsibility for the planning and execution of large projects; serves as principal point of contact on multiple complex projects or programsConducts individual project reviews, as required, to assess overall project quality, efficiency and compliance with requirementsPerforms sophisticated troubleshooting and analysis; resolves difficult issues escalated from lower levels of the organizationProvides quick response time to prioritize and analyze problems and provide customer supportTroubleshoots system management to maximize computer uptimeInstalls software/hardware to empower users to better accomplish their jobsSimplifies operational practices to remove non-value-added stepsEnsures software and systems are available to quickly get users onto the networkManage imaging fleet, including printers and scanners.Maintains Information Technology systems documentationQualification RequirementsCredentials/Experience:Associate's Degree or equivalent; or three to five years related experience and/or training or equivalent combination of education and training.Recommended: Microsoft Technology Associate (MTA) formerly Microsoft Certified Professional (MCP)Recommended: ITIL Foundations CoursKnowledge, Skills, and Abilities: Computer hardware and setupServiceDesk operationsDatabase environmentsOperating systems such as Microsoft Windows, Server, and HypervisorsSoftware applications such as MS-Office, Anti-Virus Applications, VEEAM or comparable backup solutionMulti-factor authenticationLocal area networkingScheduling work to achieve department goalsCustomer focused environmentOperating system managementNetwork communicationsData processingPersonal Attributes:Strong organizational skillsVerbal and written communication and listening skillsProblem solving and evaluationProcess improvementProject managementGood communication skillsGood interpersonal skillsAnalyze communicationsBe flexible to adapt to changes in the marketplaceImprove process of information flowProblem solverPrioritize and multitaskKeep current in changing work methodsMaximize opportunities for the businessMeet goals and objectives set for departmentOther Requirements Work EnvironmentThe work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Physical RequirementsWhile performing the duties of this job, the employee could be required to stand. The employee could frequently be required to walk; use hand to finger, handle, or feel; reach with hands and arms and talk or hear. The employee could be required to sit; climb or balance and stoop, kneel, crouch, or crawl. The employee could occasionally lift and or move up to 50 pounds. Specific vision abilities required by the job could include close vision, distance vision, peripheral vision, and ability to adjust focus.  Travel RequirementsUp to 5%Americans with Disabilities Act (ADA):  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  

Created: 2026-01-08