IT Support Analyst
Cornerstone Chemical Company
Skills
About the Role
Position Summary
The IT Help Desk Support Specialist serves as the first point of contact for all technology-related issues across the organization. This role provides timely, professional, and effective technical support to employees in a chemical manufacturing environment, helping ensure uninterrupted operations and productivity.
The specialist is responsible for troubleshooting hardware, software, and network issues; managing support tickets; and resolving end-user technical concerns. Day-to-day support includes desktop and laptop systems, printers and peripherals, user accounts and password management, software installation, VPN connectivity, and enterprise application support.
This position requires strong customer service skills, the ability to communicate technical concepts clearly to non-technical users, and a commitment to delivering responsive, reliable IT support in a safety- and compliance-focused environment.
Key Responsibilities
End-User & Technical Support
- Serve as the primary point of contact for IT support requests via phone, email, chat, and in-person interactions.
- Diagnose and resolve hardware, software, network, and connectivity issues in a timely and professional manner.
- Provide support for desktops, laptops, mobile devices, printers, and other peripherals.
- Support conference room and collaboration technology, including audio/visual equipment and video conferencing platforms.
Account, System & Software Management
- Create, manage, and maintain user accounts, permissions, and password resets in Active Directory, Microsoft 365, and other enterprise systems.
- Install, configure, update, and troubleshoot operating systems, business software, and security patches.
- Support VPN, remote desktop, and other remote-access technologies for hybrid and off-site users.
Ticketing, Documentation & Assets
- Log, prioritize, track, and resolve support requests using the organization’s IT service management (ITSM) platform.
- Ensure accurate documentation and timely communication throughout the ticket lifecycle.
- Maintain IT asset inventory, including hardware assignments and software licensing.
- Create and update knowledge base articles, user guides, and FAQs to promote self-service and reduce recurring issues.
Onboarding, Offboarding & Projects
- Assist with employee onboarding and offboarding, including equipment provisioning, account setup, and asset recovery.
- Escalate complex or unresolved issues to senior IT staff or external vendors with clear documentation and handoff.
- Participate in IT projects such as system upgrades, migrations, rollouts, and continuous improvement initiatives.
- Contribute to departmental and cross-functional projects as assigned.
Security & Compliance
- Adhere to all IT security policies, data protection standards, and company procedures.
- Support a secure and compliant technology environment within a regulated manufacturing setting.
Required Qualifications
- Associate’s degree in Information Technology, Computer Science, or a related field, or an equivalent combination of education and experience.
- Minimum of 2 years of experience in an IT help desk or technical support role.
- Working knowledge of Windows operating systems, Microsoft 365, and common business applications.
- Experience with Active Directory, user account management, and basic group policy concepts.
- Familiarity with IT ticketing systems such as ServiceNow, Jira, Zendesk, or similar platforms.
- Solid understanding of networking fundamentals including TCP/IP, DNS, DHCP, Wi-Fi, and VPN.
- Strong troubleshooting and analytical problem-solving skills.
- Excellent verbal and written communication skills with a customer-focused approach.
- Ability to manage multiple priorities in a fast-paced environment while maintaining accuracy and attention to detail.
Preferred Qualifications
- Industry certifications such as CompTIA A+, CompTIA Network+, ITIL Foundation, or Microsoft 365 certifications.
- Experience supporting IT operations in a manufacturing, industrial, or regulated environment.
Key Skills & Competencies
- Strong customer service and interpersonal skills
- Clear communication with both technical and non-technical users
- Team-oriented mindset with the ability to work independently when required
- Effective time management and organizational skills
- Willingness and ability to learn new technologies and processes
Work Conditions & Schedule
- Work is primarily performed in an office environment within a chemical manufacturing facility.
- Occasional visits to production or operational areas are required; appropriate personal protective equipment (PPE) will be provided.
- After-hours, weekend, and on-call availability is required to support critical IT operations.
Equal Employment Opportunity
Cornerstone Chemical Company is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, age, veteran status, disability, or any other legally protected status.
Similar Jobs
IT Support Specialist - Manufacturing & Retail Operations
IT Technician
IT Technician
Corporate IT Support Analyst I
TECHNICAL SVCS REPRESENTATIVE - IT Support
IT Support Specialist
