What are the responsibilities and job description for the Information Technology Analyst position at Research Group?
Company Description
Job Description
Responsibilities
- Provide tier 1 and tier 2 technical support to end-users in office and production areas, resolving hardware, software, and network issues promptly.
- Manage the yearly PC refresh program, coordinating procurement, deployment, and user transition with minimal disruption.
- Support and maintain AVI (audiovisual) conference room equipment, ensuring reliable operation for meetings and presentations.
- Understand plant-floor equipment basics including PLC/HMI functions and basic troubleshooting.
- Manage and coordinate small projects throughout the year for various site-level departments, including Lab equipment, production-attached devices, and related infrastructure.
- Utilize ServiceNow for incident, problem, and change management, following established ITIL processes to ensure accurate documentation and timely resolution.
- Collaborate with vendors for procurement, installation, maintenance, and troubleshooting of IT equipment and services.
- Maintain clear and effective communication with end-users, management, and vendors to ensure expectations are met and issues are resolved.
- Develop and maintain documentation, standard operating procedures, and best practices related to site IT infrastructure and support.
Qualifications
Requirements
- A Bachelor Degree is required; Engineering or Technical is preferred.
- 2 years of experience in an information technology role or related discipline.
- 2 years of experience with maintenance and repair of computer hardware.
- Manufacturing or related environment experience is required.
- Experience supporting production or lab environments.
- Strong tier 1 and tier 2 support skills with a focus on customer satisfaction.
- IT Service Management ticketing tool such as ServiceNow, preferred.
- Strong customer service orientation.
- Experience with audiovisual technologies and conferencing solutions.
Additional Information
All your information will be kept confidential according to EEO guidelines.