Sr IT Support Analyst

VITRO; Elkin (NC); On-site; USD 70,000 - 95,000; Full time

Job summary

Vitro in Elkin, North Carolina seeks a Sr. IT Support Analyst to provide daily technical support for hardware and software, and to deliver infrastructure support to employees across Vitro locations. The role collaborates with Corporate IT to deliver new solutions and uphold standards.

The ideal candidate has at least a 2-year degree in a related field and 5+ years of tech support, with experience in manufacturing or research environments, strong communication, and problem-solving skills.

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 and documentation skills.
• Excellent customer service and ability to handle internal users effectively.
• Strong problem-solving abilities.
• Knowledge of PC/Laptop hardware and software troubleshooting.
• Networking and voice services knowledge (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 work independently or in a team.
• On-call 24x7 for emergencies.

Responsibilities

• Provide daily technical support to employees for hardware and software.
• Provide infrastructure support to end-users at multiple Vitro locations and field employees.
• Coordinate problem solving with Corporate IT Infrastructure and Applications teams.
• Ensure IT system and data security; proper storage and backup of local data.
• Manage and maintain computer workstations; assist with licensing and budget.
• Inform employees of technological changes; provide remote support for traveling users.
• Ensure Corporate IT standards are met; provide input on standards.
• Track Incidents and Requests in the ticketing system.
• Work in office and/or manufacturing environments with focus on safety.
• Support day-to-day operations and on-call for emergencies.

Skills

Strong verbal communication

Customer service

Problem solving

Independent work

Documentation

Education

Two-year degree in Computer Science/Engineering or related

Tools

PC & Laptop hardware

Networking & Voice services

Printer hardware troubleshooting

Manufacturing/Engineering software familiarity

Job description

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

Status

Full-time

Location(s)

Elkin , North Carolina , United States

Vitro is an Aff riante Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. Equal Employment Opportunity Posters If you’d like to view a copy of Vitro’s affirmative action plan or policy statement, please email [e-mail] . If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please email [e-mail] . Please do not inquire about the status of your job application if you do not require accessibility assistance or an accommodation. Messages received for other purposes, such as following up on an application or non-disability related technical issues, will not receive a response.