Sr IT Support Analyst

Pittsburgh Glass Works; Elkin (NC); Hybrid; USD 70,000 - 90,000; Full time

Job summary

Pittsburgh Glass Works is seeking a Sr. IT Support Analyst to deliver daily technical support to employees across multiple Vitro locations. You will work with centralized IT to deploy new solutions and maintain existing standards, while supporting local manufacturing users.

Ideal candidates have at least 5 years in technical support, a 2-year degree in a related field, strong communication skills, and the ability to work independently or in a small team with on-call coverage.

Qualifications

• A 2-year degree in Computer Science, Engineering, and/or related discipline.
• Minimum of 5 years technical support experience in a computer-related area.
• Experience supporting Manufacturing or Research teams preferred.
• Strong verbal communication skills and documenting procedures.
• Ability to work independently or in a team and handle internal users effectively.

Responsibilities

• Provide daily technical support for hardware and software to employees at multiple sites.
• Coordinate problem solving with Corporate IT Infrastructure and Applications teams.
• Ensure IT system security and proper data backup at the local facility.
• Manage and maintain workstations, and assist users with IT issues.
• Track incidents and requests in the ticketing system; communicate changes to staff.
• Provide remote PC support for traveling users.
• Assist in developing local IT budgets and ensure Corporate standards.

Skills

Verbal communication

Customer service

Problem solving

Independent worker

Team collaboration

On-call support

Education

Associate degree in CS, Eng or related

Tools

Networking basics

Printer troubleshooting

Thin clients

Manufacturing software

Windows OS = IT basics

Job description

Overview

As a Sr. IT Support Analyst, you will be responsible for providing daily technical support to employees for a range of hardware and software-related systems. In this role, you will provide infrastructure support to end-users at multiple Vitro locations and field employees and work with centralized IT teams to deliver new solutions and support the existing standards. If you are outstanding at multi-tasking and achieving goals, this job may be for you!

You will work on small, isolated tasks where you are solely responsible for the work, or on small, specific teams - contribution is measured by their ability to complete the work assigned to them or their overall team to deliver results. Candidates are expected to provide support to our internal customers (our team members) to ensure their IT and communication systems are in proper order.

Responsibilities

• Responsible for the support and break/fix of all users and business IT equipment within an office environment and remote support.
• Responsible for coordinating problem solving or project activities with Corporate IT Infrastructure and Applications teams
• Responsible for ensuring IT system and data security within the facility and ensuring proper storage and backup of local company data
• Coordinate management and maintenance of computer workstations, interact with internal users to understand their IT issues and provide competent, effective solutions working with Corporate IT. Ensure efficient operation of local IT equipment.
• Inform employees of technological changes taking place within the organization.

Provide remote PC support for traveling users.

• Ensure licensing requirements are met and fulfilled and assist in development of annual local facility IT budget.
• Ensure Corporate IT standards are met and fulfilled.
• Provide input on Corporate Standards based on feedback from local users.
• Track all Incidents and Requests in the ticketing system.
• Ability to work in an office and/or manufacturing environment with focus on safety and security

Qualifications

A 2-year degree in Computer Science, Engineering, and/or related discipline

• Minimum of 5 years technical support experience in a computer-related area
• Supporting a Manufacturing or Research team preferred
• Strong verbal communication skills, including the ability to document operations procedures
• Strong customer service skills and the ability to handle internal users effectively
• Strong problem-solving abilities
• Knowledge or working experience in the following areas:
• Strong PC and Laptop hardware/software troubleshooting
• Networking and Voice Services (e.g. Cabling, Routers, Switches, PBX, Wireless)
• Printer hardware troubleshooting
• Good Project Management and organizational skills
• Basic knowledge of Thin Client technologies
• Basic knowledge of Manufacturing and Engineering software
• Ability to effectively work independently or in a team environment
• Ability to effectively interact with a diverse user base
• Work daylight hours, but on-call support 24x7 for emergency events