IT Field Support Analyst

Dana Incorporated; Danville (VA); On-site; USD 60,000 - 90,000; Full time

Job summary

Dana Incorporated is seeking an IT Field Support Analyst to diagnose and resolve technical issues across manufacturing and office environments. You will support shop floor systems, end-user devices, and engineering software, ensuring reliable IT operations and collaborating with cross-functional teams.

This role emphasizes hands-on troubleshooting, MES platform support (Ignition, Argonaut, iGear), and a strong customer-service mindset in a fast-paced setting.

Qualifications

• Bachelor's degree or equivalent IT experience required.
• 5–7 years hands-on IT support, preferably in manufacturing.
• Proven ability to troubleshoot across many systems and devices.

Responsibilities

• Provide hands-on end-user support for laptops, desktops, printers and mobile devices.
• Support shop floor techs and MES devices (RF scanners, tablets, printers).
• Troubleshoot hardware, software, and network issues promptly.
• Document incidents and resolutions in the ITSM system.
• Escalate complex issues and ensure follow-up to resolution.
• Install/configure/maintain hardware, software, and IT infra per standards.
• Support MES platforms (Ignition, Argonaut, iGear) and engineering apps like AutoCAD.
• Assist with IT standards deployment and system upgrades.
• Provide on-call and after-hours support as required.
• Collaborate with cross-functional teams to improve system performance.

Skills

Windows 10/11

Windows Server

MS Office

Desktop hardware

RF scanners

MES systems

AutoCAD

Networking basics

Education

Bachelor's degree in Information Technology, Computer Science, or related field

Tools

Ignition MES

Argonaut

iGear

AutoCAD

Job description

Job Purpose

We are seeking a customer-focused and technically skilled IT Field Support Analyst to support our manufacturing and office environments. This role is responsible for diagnosing and resolving technical issues, supporting shop floor systems, and ensuring reliable IT operations across the facility. The ideal candidate thrives in a fast-paced manufacturing environment, communicates effectively with end users, and is passionate about delivering high-quality IT support.

Job Duties and Responsibilities

• Provide hands-on technical support for end-user devices, including laptops, desktops, printers, and mobile devices.
• Support shop floor technology, including PCs, RF scanners, tablets, label printers, and barcode systems.
• Troubleshoot and resolve hardware, software, and network issues in a timely manner.
• Document incidents, troubleshooting steps, and resolutions within the IT service management system.
• Escalate complex issues to higher-level support teams and ensure proper follow-up through resolution.
• Install, configure, and maintain hardware, software, and IT infrastructure in alignment with company standards.
• Support and maintain manufacturing systems (MES platforms such as Ignition, Argonaut, iGear).
• Provide support for engineering applications (e.g., AutoCAD and related tools).
• Assist with deployment of IT standards, system upgrades, and new technology implementations.
• Support critical meetings and plant operations to ensure minimal downtime.
• Collaborate with cross-functional teams to understand business needs and improve system performance.
• Communicate user feedback and system improvement opportunities to IT and project teams.
• Provide on-call and after-hours support as required.

Education and Qualifications

• Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience).
• 5-7 years of hands-on IT support experience, preferably in a manufacturing environment.
• Proven ability to troubleshoot and resolve technical issues across a variety of systems and devices.

Skills and Competencies

Strong experience supporting:

• Windows 10/11 and Windows Server environments
• Microsoft Office applications
• Desktop and laptop hardware

Experience with shop floor and industrial technology, including:

• RF scanners, handheld devices, and tablets
• Barcode/label printers and scanning systems
• Familiarity with Manufacturing Execution Systems (MES).

• Experience supporting engineering software (e.g., AutoCAD).
• Understanding of network connectivity and integration with PLC-based systems.
• Experience gathering business requirements and supporting process improvements through IT solutions.
• Strong problem-solving and troubleshooting skills
• Excellent customer service and communication skills
• Ability to prioritize and manage multiple tasks in a fast-paced environment
• High level of attention to detail and organization
• Team-oriented with the ability to collaborate across departments
• Proactive mindset with a focus on continuous improvement
• Willingness to work in a manufacturing environment, including time on the shop floor
• Ability to provide on-call and after-hours support
• Ability to lift and install IT equipment as needed