IT Support Analyst

Position Summary

The IT Support Analyst is responsible for providing technical support solutions across Salit Steel information systems. This role supports end users, devices, and business applications while assisting with incident resolution, system access, and basic troubleshooting. The position serves as the first point of contact for IT support and escalates more complex issues to the IT team as required.

Position Functions

• Act as the first point of contact for IT-related issues and service requests.
• Provide technical support for end-users, devices, peripherals, and applications.
• Support Microsoft 365, Google Workspace and Active Directory user access, email, and basic administration.
• Support manufacturing floor infrastructure and onsite systems as required. This will include a regular frequency of working in an industrial environment adhering to safety policies including proper PPE.
• Document incidents, requests, and resolutions in the IT ticketing system.
• Research solutions through internal and external knowledgebase.
• Escalate unresolved or complex issues to the IT Team accordingly.
• Participate in root cause analysis and post-incident reviews.
• Gain exposure to IT infrastructure, cloud platforms, and business systems enabling you to provide suggestions for continual improvement.
• Assist with asset tracking, device setup, and equipment deployment.
• Maintain documentation and reference guides.
• Perform other related duties as assigned.

Working Conditions

• The successful incumbent will be working 40+ hours per week.
• Travel to various Salit locations will be required.
• Working within an office setting.
• Working within a heavily industrialized manufacturing environment and wearing required PPE and adhering to strict safety standards and protocols.

Physical Requirements

• Lifting of equipment up to 40lbs. Direct Reports NONE Core Competencies
• Strong client focus and communication skills.
• Ability to work independently and in a team environment.
• Attention to detail and accountability.
• Professional and articulate.
• Time management and task prioritization.
• Excellent verbal and written communication skills.
• Willingness to learn and develop technical skills.

Preferred Qualifications

• Post-secondary education in Computer Science or a related field, or equivalent experience.
• 1–3 years of experience in an IT support role.
• Experience supporting Active Directory and Google Workspace and Microsoft Windows environments.
• Experience providing end-user support in a Windows environment.
• Familiarity with ticketing systems and remote support tools.
• Experience working within a heavily industrialized manufacturing floor and adhering to strict safety standards and protocols.
• Basic / Intermediate understanding of Network protocols and configurations, TCP/IP, VPN, DNS, DHCP.
• Excellent communication skills both written and verbal.
• Exceptional interpersonal skills with a focus on rapport building and customer service.