IT Service Delivery Analyst

The IT Technical Onsite Support Analyst is responsible for providing technical support to end users in person or by phone or email.  Typical duties include configuring computer systems, diagnosing software problems, and troubleshooting network problems.  Additional key responsibilities include field-based projects normally related to office or plant openings, changes, or closures and implementing new technologies.  This is a dual desk and field-based support role.  The role supports the implementation of corporate IT initiatives across businesses.

Essential Duties and Responsibilities:

This list of duties and responsibilities is not an all-inclusive list and may be expanded to include other duties and responsibilities, as management may deem necessary from time to time.

• Set up, install, and maintain desktop, laptop & print hardware/software plus peripherals.
• Assist in the setup and maintenance of site network file structures, access rights, network security, network users, network printing, and desktop user environments.
• Serve as hands-on support to troubleshoot and repair problems with the site network, server, and telephony infrastructure.
• Ability to support core Microsoft business software: Office, Windows 10, and Teams.
• Assist in the installation and support of the LAN, WAN, and wireless networking devices with specific reference to Cisco/Meraki hardware.
• Support organizational standards around antivirus protection, general software licensing, approved software, and hardware use.
• Ensure all technical support-related activities comply with global compliance standards and procedures.
• Provide end-user technical support onsite and using remote tools (primarily Dameware).
• Manage new user onboarding.
• Maintain site hardware/software inventories and assist with the audit of site hardware and software.
• Escalate issues and concerns to IT leadership as appropriate.
• Document all support calls for systems performance and metrics reporting.
• Collaborate with third party vendors as part of resolving support issues and project work.

Required Knowledge, Skills, and Abilities:

• Proactive, solution-focused approach and ability to work with minimal supervision.
• Excellent telephone, verbal, and interpersonal skills with good customer service orientation.
• Strong troubleshooting and structured problem-solving skills.
• Able to handle rapidly changing priorities in highly visible and stressful situations.
• Able to document and follow up on all cases until closure.
• Rapid learner with the ability to work in a fast-paced changing environment.
• Understanding of service excellence concepts and processes.
• Able to effectively handle escalations.
• Able to develop working relationships within IT Department and across other business groups.

Education and/or Experience:

• Associate degree in Information Technology or related field preferred. Or equivalent years of experience required.
• 2+ years of experience in Information Technology.

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 accommodations may be made to enable individuals with disabilities to perform essential functions.
• While performing the duties of this job:
  • The employee is regularly required to stand or walk; use hands to finger; handle or feel objects; and reach with hand and arms.
  • The employee frequently is required to walk.
  • The employee is occasionally required to stoop, kneel or crouch.
  • The employee is occasionally required to sit for extended periods of time.
  • The employee may occasionally lift and/or move up to 40#’s, but help will be provided as needed.
  • Specific vision abilities required by this job include several hours of computer screen time daily.

Work Environment/Conditions:

• 80% Indoor Office and 20% Production Floor may vary by location
• Personal protective equipment required while on the plant floor:
  • Safety glasses, or prescription safety glasses with side shields
  • Earplugs
  • Steel-toed shoes

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