Information Technology Support Analyst

We are seeking a highly motivated and detail-oriented IT Support Analyst to join our dynamic IT team. The IT Support Analyst will provide technical support to end-users, ensuring the smooth operation of IT systems and the resolution of technical issues in a timely and efficient manner. This role requires strong problem-solving skills, excellent communication abilities, and a passion for technology.

Key Responsibilities:

Technical Support:

• Provide first and second-level support to end-users via phone, email, and in-person.
• Diagnose and resolve hardware, software, and network issues.
• Assist with the setup, configuration, and maintenance of desktops, laptops, printers, and other IT equipment.
• Track and document all support requests and incidents using the ticketing system.
• Prioritize and escalate issues as necessary to ensure timely resolution.
• Follow up with users to ensure issues are fully resolved and document solutions for future reference.

System Maintenance:

• Perform regular system maintenance tasks, including software updates, patches, and backups.
• Monitor system performance and troubleshoot any performance issues.
• Assist with the management of user accounts and access permissions.

Manufacturing & Business Collaboration

• Act as a liaison between manufacturing operations, engineering, supply chain, and IT
• Support continuous improvement initiatives by optimizing ERP workflows and reporting
• Collaborate with Manufacturing Engineering and Operations to align ERP functionality with plant processes
• Support integrations between ERP and related systems (MES, PLM, WMS, reporting tools)

Training and Documentation:

• Create and maintain user guides and technical documentation.
• Provide training and support to end-users on various software applications and IT procedures.
• Stay up to date with the latest industry trends and technologies.

Qualifications:

Education and Experience:

• Bachelor's degree in Information Technology, Computer Science, or a related field preferred.
• Minimum of 2-3 years of experience in an IT support or helpdesk role.

Technical Skills:

• Proficiency with Windows and Mac operating systems.
• Experience with network troubleshooting and configuration.
• Familiarity with Office 365, and remote support tools.
• Knowledge of ERP practices is a plus.

Soft Skills:

• Excellent verbal and written communication skills.
• Strong problem-solving and analytical abilities.
• Ability to work independently and as part of a team.
• High level of customer service orientation and interpersonal skills.

Travel Requirements: This position requires 20% to 30% travel

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. This may include lifting up to 50 pounds. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Environment:

The work environment characteristics described here are representative of those and employee encounters while performing the essential duties of this job.Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently within an office environment and production environment which may expose the employee to loud, continuous noise, heat, cold, dirt/dust, fumes, moving parts, etc.The work environment is fast paced and action oriented.

AAF is committed to creating a diverse and inclusive environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.