Support Analyst

The Support Analyst is responsible for providing first and second level IT support to provision, maintain, and troubleshoot computing hardware, mobile devices, and client software. They effectively support local and remote end-users, address technical questions, resolve functionality needs, and improve systems or processes.

This position requires familiarity & experience with both PC & MAC

• Efficiencies in Windows PCs, Apple Mac, MDMs JAMF and SCCM as well as Manufacturing hardware like Electronic workstations.
• Promptly respond to customer and stakeholder IT Support inquiries through in-person requests, e-mail, phone calls, and ticketing software systems.
• Provide technical issue resolution for IT systems, including computers, mobile devices, client software, enterprise applications, and collaboration systems.
• Prioritize, manage, and track requests or issues through the IT ticketing system.
• Communicate with users throughout the lifecycle of a request, regularly updating the status of problem resolutions.
• Troubleshoot and diagnose system errors with computer software, hardware, and networking issues.
• Conduct research to understand technology issues and undertake root cause analysis to determine optimal resolutions.
• Coordinate referrals and investigations across support, technical, and business teams, escalating responsibility to the correct group when appropriate.
• Work effectively across various levels of the organization, serving as a liaison with other teams, vendors, consultants, and customer groups.
• Install and configure workstations, computer hardware, peripherals, operating systems, and software to end users.
• Deploy new systems to users through onboarding procedures and coordinate delivery of equipment.
• Maintain systems with regular software testing, deployment of upgrades or patches, and device repairs.
• Manage user accounts creation, modification, and deletion in conjunction with business processes and user onboarding procedures.
• Populate and maintain asset inventory databases for hardware, software licenses, and configuration management records.
• Create training documentation and knowledge bases for end-users on IT products and procedures.
• Conduct ongoing training of users and provide educational assistance through various forums.
• Ensure IT support processes follow required business procedures and practices like change control, quality management, data governance, and performance service level agreements.
• Advocate for continuous improvement by analyzing trends, resolving process issues, and proposing customer service advancements.
• Stay current on industry advancements and technical capabilities in the areas of computer hardware, operating systems, MS Windows administration, anti-virus, configuration management, software distribution, collaboration tools, remote desktop management, account or identity management, networking, and audio-visual equipment.
• Perform work under general supervision. Handle moderately complex issues and problems, while referring more complex issues to other teams. Possess solid working knowledge of a specific subject matter.
• The candidate should be proficient in current versions of MacOS, with some experience in Apple Remote Desktop and Terminal scripting. Familiarity with the Jamf Pro management system is a plus.
• Minimum two-year technical university degree or equivalent experience to provide comparable background. Or equivalent certificate or diplomas in Information Technology field.
• Minimum one year of prior relevant work experience in a similar IT support role or equivalent work experience.
• Proven track record of strong customer service and thrives in a client orientated environment
• Effective oral and written communication skills
• Comfortable in both interpersonal communication settings and delivering small group presentations
• Interact professionally throughout all levels of the global organization
• Ability to work collaboratively and foster teamwork across local and globally virtual teams
• Ability to work independently and efficiently to meet deadlines with minimal supervision
• Self-motivated with the ability to organize and manage several tasks at once
• Excellent analytical and problem-solving skills
• Ability to remain calm and receptive in fast paced situations
• Pre-disposition to continuously improve upon existing procedures and desire to create user instructions documents

Physical Requirements:

• Flexibility to travel to our other local Cook facilities to help out as needed.
• Must be able to sit at desk, in meetings and/or work on a computer for long or extended periods of time.
• Requires close visual acuity when working with computers, equipment, etc.
• Requires occasional early morning or late evening teleconferences
• Must be able to perform the essential functions of the job, subject to reasonable accommodation requirements under the ADA.