Sr IT Support Analyst

Pittsburgh Glass Works•Elkin, NC

6d•Hybrid

About The Position

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.

Requirements

A 2-year degree in Computer Science, Engineering, and/or related discipline
Minimum of 5 years technical support experience in a computer-related area
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

Nice To Haves

Supporting a Manufacturing or Research team preferred

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.