Desktop Support Analyst

Job Description

Provide IT technical support on a variety of issues for typical office work as well as manufacturing plants. The individual would have limited supervision in day-to-day efforts, responding as necessary to immediate support requests while also identifying and implementing longer term projects. This position may resolve routine issues but is expected to engage, advise and assist other IT teams/Plant management on solution recommendations and/or implementations.

· Utilizes the Service Management tool to enter, track and maintain requests through completion

· Respond to phone, email, and in person requests for assistance

· Identifies and addresses trends in support issues and corrects the root cause.

· Interact with customers (internal and external) with a friendly and professional attitude, and work with them to improve department success

· Involved with projects throughout planning, design/ development activities, and execution. May lead small to medium initiatives such as rolling out software, acquisition team activities, plant wiring and remodels, etc.

· Active participation in the configuration, deployment and ongoing maintenance of endpoint computing devices on an enterprise scale

· Support mobile programs ensuring configuration changes meets business demands (Apple/IOS device programs and Mobile Device Management)

· Identify, recommend and implement opportunities to leverage technology and enhance process efficiencies that will best support business goals.

· Adhere to all department and company processes and policies.

· Exceptional customer service skills. Individual must be able to calmly and effectively manage customer problems and requests. This position represents IT at all locations

· Strong sense of urgency and ownership in accepting assignments and delivering service

· Technical knowledge that extends across disciplines to troubleshoot complex technical issues with a team

· Technical knowledge of Active Directory, SCCM, MDT, or similar systems, O365 and Windows 10

· Technical knowledge of plant related technology (label printers, handhelds, lift computers/scanners, etc.)

· Understand concepts related to networks, servers, databases, etc.

· Strong communication and documentation experience

· Strong organizational and time management skills