IT User Support Analyst

AGS Automotive Systems is a full-service automotive supplier specializing in the manufacture and supply of complex high value-add automotive metal components, including in particular front and rear impact assemblies, principally for pick-ups and the heavy truck market. AGS offers full range of in-house capabilities including design and engineering, high tonnage metal stamping, light weighting solutions, innovative multi-material joining, high performance coatings including chrome plating and automated manufacturing processes.

AGS is committed to delivering high quality, high value products to our customers, who include several of North America's largest automakers. For over 70 years AGS has stood behind our belief in quality, technology, and teamwork.

AGS is looking for an IT User Support Analyst to join our dynamic organization.

**JOB SUMMARY**

The IT User Support Analyst reports directly to the IT Manager and is responsible for all aspects of user support including server infrastructure, virtualization (VMWare), network firewalls, Unified Communications, backup, security systems, business continuity and disaster recovery. The Analyst is a primary level 1 user support and the ability to work well with people at all levels (technical, non-technical, etc.) is essential.

**MAIN DUTIES & RESPONSIBILITIES**
- Analyzes problems and provides technical assistance, support, and advice to end users for hardware, software, and systems.
- Studies and resolves computer software and hardware problems of users.
- Acts as a contact for users having problems using computer software, hardware, and operating systems.
- Determines whether problem is caused by hardware, software, or system.
- Communicates with IT staff to research problems and escalate when required.
- Works with users utilizing pre-established diagnostic procedures - while helping to develop newer and more efficient procedures.
- Talks to programmers to explain software errors or to recommend changes to programs.
- Calls software and hardware vendors to request service regarding defective products.
- Maintains documentation concerning company infrastructure - systems, servers and networks
- Works on projects as assigned and will be responsible for meeting project requirements and deadlines
- May work as in-house consultant and research alternate approaches to existing software and hardware when standardized approaches cannot be applied.
- May test software and hardware to evaluate ease of use and whether product will aid user in performing work.
- May write or revise user-training manuals and procedures.
- May develop training materials, such as exercises and visual displays.
- May train users on software and hardware on-site or in classroom to provide training.
- May install microcomputers, software, and peripheral equipment, following procedures and using hand tools.

**EDUCATION, SKILLS AND EXPERIENCE**
- Diploma or degree in Information Technology (IT) or equivalent
- 1-3 years of experience as first level support preferred
- Manufacturing/Automotive sector experience is an asset
- Certificate in ITIL v3/v4 considered an asset
- Knowledge of windows services and roles such as DHCP, DNS, RDP, IIS, DFS and NTP
- Knowledge of network protocols
- Experience with scripting and automation tools is an asset
- Experience with VOIP phone systems
- Experience with SharePoint is an asset
- Experience working in a team-oriented, collaborative environment

**EFFORT**
- Be a great communicator, both verbally and in writing
- Work to clearly defined and tracked budgets and schedules
- Organize priorities to handle multiple and sometimes competing commitments
- Act as a technical team lead on SharePoint development projects
- Take a holistic approach to how a software development project is a success for the end users and the developers
- Comfortable presenting to technical and non-technical audiences at all levels within an organization
- Experience delivering thorough technical support and training for end-users

**WORKING CONDITIONS**
- Travel may be required between AGS locations in Michigan and Ontario.

**Equal Opportunity**:As an equal opportunity employer, and in accordance with all applicable legislation, the Company prohibits any form of harassment or discrimination in the workplace. This applies to all aspects of employment. All employees must be treated equally without discrimination based on matters such as race, citizenship, creed, sexual orientation, gender expression, age, or disability.