IT Support Analyst

Title: IT Support Analyst

FLSA Status: Exempt

Reports To: Director, Information Technology

Department: Information Technology

Location: West Jordan, UT

Job Summary

The IT Support Analyst is responsible for delivering end-user technical support across manufacturing facilities, warehouse operations, and corporate office environments. This role ensures the reliability, availability, and performance of IT systems that support production, distribution, and business operations. The analyst will troubleshoot hardware, software, and network issues, manage helpdesk requests, and coordinate with internal teams and external vendors to resolve incidents efficiently across multiple locations.

Essential Duties and Responsibilities

End-User Support

• Provide Tier 1 and Tier 2 technical support for manufacturing floor users, warehouse staff, and office employees.
• Diagnose and resolve issues related to desktops, laptops, mobile devices, RF scanners, printers, and peripherals.
• Support production-critical systems to minimize downtime and operational disruptions.
• Provide both on-site and remote support across multiple facilities.

Helpdesk & ITSM Management

• Manage and prioritize incidents and service requests using a ticketing system.
• Ensure tickets are documented, categorized, and resolved within defined SLAs.
• Escalate complex issues appropriately while maintaining ownership through resolution.
• Identify recurring issues and recommend process or technical improvements.

Network Support & Troubleshooting

• Troubleshoot network connectivity issues including LAN/WAN, wireless networks, VLANs, VPN access, and firewall-related problems.
• Support network infrastructure including switches, access points, and routing equipment.
• Collaborate with network and infrastructure teams to resolve outages and performance issues.
• Assist with deployment and maintenance of network equipment across sites.

Manufacturing & Warehouse Systems Support

• Support systems used in manufacturing and distribution environments, including ERP, WMS, and shop floor systems.
• Troubleshoot issues related to RF devices, barcode scanners, label printers, and industrial workstations.
• Ensure system uptime in fast-paced, operational environments with limited tolerance for downtime.

Vendor & Third-Party Coordination

• Coordinate with external vendors (hardware providers, software vendors, MSPs, telecom providers) to resolve incidents.
• Log and track vendor support cases and ensure timely follow-up and resolution.
• Participate in vendor performance reviews and escalation processes.

Multi-Site Support

• Provide remote support for multiple facilities, including manufacturing plants, warehouses, and office locations.
• Travel occasionally to sites as needed for deployments, upgrades, or critical issue resolution.
• Maintain documentation for site-specific configurations and support procedures.

Technology Deployment & Maintenance

• Assist with deployment, configuration, and maintenance of end-user devices and IT infrastructure.
• Support onboarding/offboarding activities including account provisioning and hardware setup.
• Maintain asset inventory and ensure compliance with IT standards and policies.

Documentation & Continuous Improvement

• Create and maintain technical documentation, knowledge base articles, and support procedures.
• Identify opportunities to improve support processes, automation, and system reliability.
• Contribute to IT initiatives, upgrades, and project work as needed.

Qualifications/Requirements

• Associate’s or Bachelor’s degree in Information Technology or related field (or equivalent experience).
• 3 years of IT support experience in a multi-location environment.
• Hands-on experience supporting manufacturing and/or warehouse operations.
• Strong experience managing and resolving helpdesk tickets in an ITSM platform.
• Proven experience troubleshooting network issues (wired and wireless environments).
• Experience coordinating issue resolution with external vendors and service providers.
• Strong understanding of Windows OS, Microsoft 365, Active Directory, and endpoint management tools (e.g., Intune).
• Experience supporting ERP systems and warehouse management systems.
• Familiarity with RF scanners, mobile device management (e.g., SOTI), and industrial hardware.
• Basic knowledge of network configuration (switching, VLANs, firewalls).
• Experience in a food and beverage manufacturing environment.

Skills

• Strong troubleshooting and problem-solving capabilities in high-pressure environments.
• Ability to support both technical and non-technical users effectively.
• Excellent communication and customer service skills.
• Strong organizational and time management skills with the ability to prioritize competing demands.
• Ability to work independently and collaboratively across teams.
• Proactive mindset with a focus on continuous improvement.
• Ability to plan, communicate, and execute cross functional IT infrastructure initiatives.