Information Technology Analyst

Canadian Executive Search Group (USA) Inc / Division of Arrow Group of Companies; Humboldt (TN); On-site; USD 65,000 - 90,000; Full time

Job summary

The Canadian Executive Search Group (USA) Inc / Division of Arrow Group of Companies in Humboldt, TN is seeking an experienced IT Analyst to provide hands-on end-user support, maintain hardware and software, and troubleshoot complex IT issues in a fast-paced manufacturing setting.

The ideal candidate has 5+ years in IT/IT Support, strong customer service skills, and proven ability to document processes, follow service desk procedures, and collaborate with IT teams to keep the computing

Qualifications

• Minimum 5+ years of experience in Information Technology or IT Support.
• High School Diploma or GED required.
• Associate's Degree in Computer Science or related field preferred.
• Strong experience supporting Windows-based hardware and software.
• Excellent troubleshooting and problem-solving skills.
• Ability to prioritize multiple support requests in a manufacturing environment.
• Strong customer service and communication skills.
• Experience with service desk ticketing systems.
• Ability to communicate technical information clearly to non-technical users.
• Strong organizational skills and attention to detail.
• Ability to work independently and collaboratively within a team.

Responsibilities

• Provide exceptional technical support to end users while maintaining positive customer relationships.
• Follow service desk procedures and accurately document support requests, troubleshooting steps, resolutions, and time spent.
• Analyze, diagnose, and resolve hardware, software, and network-related issues for onsite and remote users.
• Install, configure, maintain, monitor, and troubleshoot end-user hardware and software.
• Respond to service requests via phone, email, and ticketing system.
• Investigate technical issues and determine the appropriate course of action or escalation.
• Understand business processes and prioritize support tickets based on operational needs.
• Perform hardware and software installations, upgrades, moves, adds, and changes (MACs).
• Collaborate with internal IT teams to maintain an efficient computing environment.
• Provide user training and guidance to reduce recurring technical issues.
• Create and maintain technical documentation and site-specific procedures.
• Develop and maintain accurate inventories of hardware and software assets.
• Coordinate with third-party vendors for hardware repairs and technical support when necessary.
• Monitor system performance and prepare reports as needed.
• Participate in after-hours and weekend support as required to meet production needs.
• Actively seek opportunities to improve IT support processes and customer satisfaction.
• Participate in ongoing professional development and performance improvement initiatives.

Skills

IT Support

Windows

Customer Service

Troubleshooting

Documentation

Communication

Prioritization

Education

High School Diploma or GED

Associate's Degree in Computer Science

Tools

Ticketing Systems

Job description

We are seeking an experienced IT Analyst to join our team in Humboldt, TN. This position is responsible for providing technical support for end users, maintaining hardware and software, troubleshooting complex IT issues, and ensuring the efficient operation of the company's computing environment. The ideal candidate is customer-focused, detail-oriented, and thrives in a fast-paced manufacturing environment.

Responsibilities

• Provide exceptional technical support to end users while maintaining positive customer relationships.
• Follow service desk procedures and accurately document support requests, troubleshooting steps, resolutions, and time spent.
• Analyze, diagnose, and resolve hardware, software, and network-related issues for onsite and remote users.
• Install, configure, maintain, monitor, and troubleshoot end-user hardware and software.
• Respond to service requests via phone, email, and ticketing system.
• Investigate technical issues and determine the appropriate course of action or escalation.
• Understand business processes and prioritize support tickets based on operational needs.
• Perform hardware and software installations, upgrades, moves, adds, and changes (MACs).
• Collaborate with internal IT teams to maintain an efficient computing environment.
• Provide user training and guidance to reduce recurring technical issues.
• Create and maintain technical documentation and site-specific procedures.
• Develop and maintain accurate inventories of hardware and software assets.
• Coordinate with third-party vendors for hardware repairs and technical support when necessary.
• Monitor system performance and prepare reports as needed.
• Participate in after-hours and weekend support as required to meet production needs.
• Actively seek opportunities to improve IT support processes and customer satisfaction.
• Participate in ongoing professional development and performance improvement initiatives.

Qualifications

• Minimum 5+ years of experience in Information Technology or IT Support.
• High School Diploma or GED required.
• Associate's Degree in Computer Science or a related field preferred.
• Strong experience supporting Windows-based hardware and software.
• Excellent troubleshooting and problem-solving skills.
• Ability to prioritize multiple support requests in a manufacturing environment.
• Strong customer service and communication skills.
• Experience working with service desk ticketing systems.
• Ability to communicate technical information clearly to non-technical users.
• Strong organizational skills and attention to detail.
• Ability to work independently and collaboratively within a team.

What We're Looking For

• Customer-focused mindset with excellent interpersonal skills.
• Ability to remain calm under pressure and resolve issues efficiently.
• Strong understanding of IT support processes and best practices.