What are the responsibilities and job description for the IT Support Analyst position at WEBSTER INDUSTRIES I?
IT Support Analyst
Classification: Exempt | Reports to: IT Manager Tiffin | Primary location: Allor Division, Brighton, Michigan
Position SummaryThe IT Support Analyst provides hands-on technology support for Webster Industries’ Allor division in Brighton, Michigan, while collaborating with the corporate IT team to support other Webster locations. The position supports office and manufacturing operations across end-user devices, Microsoft environments, business applications, servers, networks, and related infrastructure. The analyst manages day-to-day requests, contributes to IT projects, and helps maintain reliable, secure technology services. The position reports to the IT Manager and coordinates locally with the Allor General Manager.
Essential Responsibilities- Provide responsive on-site and remote support for employees, including troubleshooting desktops, laptops, printers, phones, peripherals, and production-area technology.
- Log, categorize, prioritize, resolve, and document help desk requests; communicate progress to users and escalate issues when appropriate.
- Deploy, configure, maintain, and replace Windows computers, software, and peripheral equipment; manage updates, firmware, drivers, and routine preventive maintenance.
- Support Microsoft 365 services and accounts, including Outlook, Teams, SharePoint, OneDrive, and related identity/access tasks under established IT procedures.
- Assist with Windows Server, Active Directory, file services, virtualization, and other local infrastructure, coordinating with the broader IT team as needed.
- Troubleshoot wired and wireless connectivity, switches, routers, firewalls, VPNs, VoIP, and other network-connected systems.
- Support business applications, including ERP and plant/office systems, and work with application owners or vendors to resolve issues.
- Follow security policies for endpoint protection, patching, access permissions, credentials, and incident reporting; identify and communicate potential risks.
- Assist with monitoring, backup verification, restoration testing, business continuity, and recovery procedures under company standards.
- Maintain accurate equipment inventory, system configurations, procedures, and practical end-user documentation.
- Participate in IT upgrades, rollouts, and improvement projects across Webster divisions; coordinate work with vendors, contractors, and local personnel.
- Promote consistent IT standards and effective communication with plant leadership, users, and the corporate IT team.
- Experience supporting Windows desktops and common business software in a professional environment.
- Working knowledge of Microsoft 365 administration and troubleshooting.
- Practical experience with computer hardware, user accounts, networking fundamentals, and structured troubleshooting.
- Understanding of cybersecurity fundamentals, patching, and secure handling of account credentials and company information.
- Ability to manage multiple priorities, document work clearly, communicate effectively, and work both independently and as part of a team.
- Windows Server, Active Directory, Microsoft Entra ID, Group Policy, and endpoint management experience.
- Experience with switches, wireless access points, firewalls, VPNs, VoIP, and network troubleshooting.
- Exposure to virtual servers, backup/recovery systems, and infrastructure monitoring.
- Experience supporting ERP applications (Epicor preferred), manufacturing technology, or vendor-managed business applications.
- Familiarity with SQL, reporting, data analysis, and coordination of technical projects.
Bachelor’s degree in information systems, information technology, or a related field, with at least four years of relevant IT experience. An equivalent combination of education, certifications, and demonstrated hands-on experience may be considered.
Work Environment and ScheduleThis is a full-time, primarily on-site role supporting both office and manufacturing environments at the Allor division. Typical hours are Monday through Friday, approximately 8:00 a.m. to 5:00 p.m., with scheduling flexibility between 7:00 a.m. and 6:00 p.m. The expected workweek is generally 40–45 hours. Occasional evening or weekend work and travel to other Webster locations may be required based on business needs.
Other DutiesThis description summarizes the position and is not an exhaustive list of responsibilities. Duties and priorities may change based on business needs.