IT Support Analyst

Who we are—

Transcat is a dynamic, innovative, growing company that has been recognized as the leading calibration and compliance services provider in North America and beyond.  With over 1,000 employees—in technical, consulting, operational, sales, finance, and corporate roles—we have stood the test of time by delivering on our Trust in Every Measure promise to our customers in vital industries, including life sciences, aerospace, defense, energy, and utilities.  We fulfill this promise through our employees, who live Our Values every day, the Transcat Way.  Our employees are at the center of the rewarding, challenging, and life-changing work we do for our customers and those they serve.  Are you ready to join a company where the work you do makes a difference, and where you can grow in your career? 

Here’s what Transcat has to offer—

• Work that matters
• A values-based culture where people care about each other and the work they do together
• Flexibility
• Training and development to accelerate learning and career advancement
• Competitive compensation and benefits, including paid time off, health insurance, tuition reimbursement, retirement, stock purchase plan, and MORE!
• Pay range is $26.00 - $31.50/hr.

Position Summary

The IT Support Analyst serves as the first point of contact for ~150 end users experiencing technical issues across seven Martin Calibration locations. With its flagship Minneapolis lab, Martin has six additional labs in or near Chicago, Milwaukee, Eau Claire, Tempe, and Los Angeles.

This is an on-site role in our Burnsville, MN location. This role is responsible for providing technical support to end users at their physical workplace.  Duties may include setting up, installing, and maintaining hardware and software for desktops, laptops, printers, and peripherals. This role troubleshoots hardware, software, and network issues, supporting core business software like Microsoft Office and Windows.  This individual will manage user onboarding, provide IT training, maintain IT inventories, and document support activities. The role also involves working with third-party vendors, ensuring compliance with IT standards, and escalating issues to IT leadership as necessary. This role will invoice physical office technology setup and support infrastructure like telecom and network devices onsite.

• Serve as the initial point of contact and respond promptly to user inquiries via ticketing system, Teams messages, or phone
• Manage and prioritize helpdesk tickets to ensure timely resolution
• Maintain detailed documentation of all user inquires within ticketing system
• Install, configure, and maintain desktops, laptops, printers, peripherals, and software
• Troubleshoot and repair hardware, software, network, and telephony issues onsite
• Monitor business critical systems and take corrective action to ensure system up time
• Troubleshoot and resolve common technical issues related to hardware, software, network connectivity, and peripherals
• Document user interactions, problems, and solutions accurately
• Follow up with users to ensure their issues have been resolved to their satisfaction
• Train users on software and hardware on-site or in classroom, or recommend outside contractors to provide training
• Escalate unresolved or complex issues to Transcat IT Department
• Assist with software installations, updates and routine maintenance tasks
• Maintain a knowledge base of common problems and solutions to improve support efficiency
• Model the Company’s values to influence others to perform in an aligned manner.
• Other duties as assigned

Required Knowledge, Skills, and Abilities

• Basic understanding of computer systems, operating systems (Windows, macOS, iOS), and common software applications
• Familiarity with basic networking concepts (TCP/IP, DNS, DHCP)
• Strong communication (both verbal and written) and customer service skills
• Ability to diagnose and resolve basic technical problems efficiently
• Good organizational skills and attention to detail
• Willingness to learn and adapt to new technologies
• Willingness to work on-site, including some potential for overtime or travel to other Martin locations, depending on user support needs
• Proficiency with Microsoft Windows 10/11, Office Suite, and Teams

Education and Experience

• Associates degree from a college or university and five plus years related experience and/or training or equivalent combination of education and experience.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made for qualified individuals with disabilities if necessary to perform the essential functions of this position.

While performing the duties of this Job, the employee is regularly required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; climb or balance and stoop, kneel, crouch, or crawl. The employee is occasionally required to sit and talk or hear. Specific vision abilities required by this job include close vision, color vision and ability to adjust focus.

Work Environment

The work environment characteristics described below are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.  The noise level in the work environment is usually moderate.

Equal Opportunity and Non-Discrimination

Transcat is an equal-opportunity employer and prohibits discrimination based on any protected status.  As required by United States law, all qualified applicants will receive consideration for employment without regard to age, color, disability, genetic predisposition or carrier status, national origin, race, religion, sex (including pregnancy, sexual orientation, and gender identity), status as a protected veteran, or as a member of any other protected group or activity under federal, state, and local law.

We will make reasonable accommodations for employees with disabilities to enable them to perform the essential functions of their position unless doing so poses an undue hardship to the company or a direct threat to health or safety.

Contingencies

All offers of employment are contingent upon successfully completing all pre-employment requirements, which include verification of identity and employment eligibility, and when applicable, a motor vehicle driving record report.