IT Support Analyst

Position Summary
The IT Support Analyst is responsible for providing reliable, high-quality technical support solutions across Salit Steel information systems. Serving as the primary first point of contact for IT support, this role supports end-users, mobile devices, desktop devices, network infrastructure, and business applications while maintaining timely incident resolution, user access provisioning, and system diagnostics. The position operates across both office and active manufacturing plant environments, requiring hands-on hardware/network troubleshooting and collaborative escalation to specialized IT team members as required.
Position Functions

User Support & Service Desk Management: Serve as the first point of contact for technical requests; troubleshoot desktop, laptop, mobile, peripheral, and software issues while efficiently logging, tracking, and resolving tickets.
Identity & User Access Administration: Perform account administration in Active Directory and Google Workspace, including user provisioning/deprovisioning, password resets, security group assignments, and basic access control.
Network & Systems Connectivity Diagnostics: Diagnose local network connectivity issues across LAN, WAN, WLAN (Wi-Fi), and VPN environments; perform initial diagnostics and escalate complex server or network incidents to senior IT staff.
Hardware Deployment & Asset Provisioning: Deploy, image, and configure computer hardware, printers, and peripheral equipment; perform component replacements and maintain accurate IT asset tracking records.
Manufacturing Floor Technical Support: Provide onsite technical assistance for manufacturing floor workstations, barcode/label printers, and plant hardware, adhering strictly to plant safety guidelines and wearing required Personal Protective Equipment (PPE).
Technical Project Support: Assist with the testing, deployment, and implementation of ongoing IT initiatives, hardware rollouts and special technical projects as assigned.

Working Conditions & Physical Requirements

Schedule & Hours: Standard 40 hours per week, with occasional flexibility required for maintenance windows or critical incident response.
Travel: Occasional travel to local Salit Steel facilities will be required. Mileage on business travel is provided.
Office Environment: Comfortable operating in a standard office desk and workstation setting.
Industrial Environment: Working within an industrial manufacturing plant, wearing required Personal Protective Equipment (PPE), and complying with plant safety rules.
Physical Capability: Ability to lift, move, and deploy IT hardware equipment weighing up to 40 lbs.

Direct Reports
NONE
Core Competencies

Strong client focus and customer service orientation.
Ability to work independently and collaboratively in a team.
Attention to detail, accountability, and strong ownership.
Professional, articulate, and approachable demeanor.

Effective time management and task prioritization.
Excellent verbal and written communication skills.
Analytical problem-solving and diagnostic mindset.
Continuous drive to learn and develop technical skills.

Preferred Qualifications

Education & Background: Post-secondary diploma or degree in Computer Science, Information Technology, Network Administration, or equivalent practical experience.
Practical IT Experience: 2–4 years of hands-on technical support / help desk / intermediate experience or greater, supporting in a SMB or larger enterprise.
Directory & Identity Management: Solid working knowledge of Active Directory administration (users, groups, GPOs) and Google Workspace management within a hybrid Windows enterprise environment.
Networking Concepts (LAN / WAN / WLAN): Practical understanding of core networking concepts and protocols, including TCP/IP, DNS, DHCP, VPN clients, VLANs, and wireless access points.
Endpoint & Systems Management: Experience with device provisioning, system imaging, OS deployment, and endpoint management tools.
Helpdesk & Remote Tools: Proficiency managing service queues in modern ticketing systems and utilizing remote desktop support tools for effective troubleshooting.
Hardware & Peripherals: Proven ability to perform hardware diagnostics, desktop/laptop component replacements, and peripheral setup.
Industrial Safety & Environment: Prior experience or comfort working on an active industrial manufacturing floor, adhering to strict safety protocols and PPE requirements.

Soft Skills & Communication: Exceptional interpersonal skills, clear verbal and written communication, and strong rapport-building focus with end users at all organization levels.
Licensing & Mobility: Valid Driver's License and willingness to travel between local facility locations as needed.