PCRecruiter - Recruitment Software & Applicant Tracking System is hiring: IT Sys

Position Summary:
Bull City Talent Group's direct client has an immediate need for an IT Systems Support Analyst to assist with day-to-day operations and support of one of their manufacturing facilities. The IT Support Analyst is responsible for delivering hands-on technical support for hardware, software, and network systems within a dynamic and evolving IT environment. This role requires a strong foundation in IT infrastructure and support methodologies, including a working knowledge of ITIL frameworks and tools such as ServiceNow. The analyst serves as a frontline responder for technical incidents and service requests, working to resolve issues efficiently while maintaining a high level of customer service. Success in this role depends on strong analytical thinking, adaptability, effective communication, and the ability to manage multiple tickets and projects in a timely and structured manner.

Job Duties & Responsibilities:

• Provide first-level technical support for hardware, software, network, and application issues.

• Troubleshoot and resolve incidents in compliance with defined SLAs; escalate complex issues as appropriate.

• Install, configure, and maintain IT equipment including desktops, laptops, printers, and peripherals.

• Use ITSM tools (e.g., ServiceNow) to manage incidents, service requests, and maintain accurate ticket documentation.

• Support IT procurement and vendor coordination (e.g., cable installation, copier support, e-waste disposal).

• Deliver general site support, including 1st-level assistance for network, server, and telecom issues.

• Replace and rebuild hardware components as necessary.

• Assist with the deployment, testing, and rollout of new systems and updates.

• Communicate technical solutions clearly to end users and stakeholders.

• Maintain IT inventory and support compliance with Standard Operating Procedures (SOPs).

• Provide site-specific updates and status reports regularly.

• Be available for on-call support during off-hours and emergencies.

• Perform other related duties as assigned.

Required Skills & Experience:

• 4+ years of direct technical support experience

• Familiarity with ITIL processes and service delivery frameworks

• Proficiency in troubleshooting Windows OS, Microsoft Office Suite, and basic network systems

• Experience with ITSM tools such as ServiceNow

• Strong verbal and written communication skills

• Ability to interpret and follow technical instructions in various formats

• CompTIA A+, Network+, MCP, or MCSE certifications preferred

• Experience in a pharmaceutical manufacturing or laboratory environment is a plus