IT Service Desk Analyst Job at Barry Wehmiller Companies Inc
About Us:
Barry-Wehmiller is a diversified global supplier of engineering consulting and manufacturing technology for the packaging, corrugating, sheeting and paper-converting industries. By blending people-centric leadership with disciplined operational strategies and purpose-driven growth, Barry-Wehmiller has become a $3 billion organization with nearly 12,000 team members united by a common belief: to use the power of business to build a better world.
Job Description:
Business Title: IT Service Desk Analyst
Position Type: FT
Location: Green Bay, WI
Reports To: Service Desk Team Leader
Position Description:
The Enterprise IT Service Desk Analyst’s role is to provide our internal customers with an exceptional experience for every contact. The IT Service Desk Analyst will assist our customers with all aspects of their PC and mobile device related challenges. This includes resolution of incidents that may result in installing, diagnosing, repairing, maintaining, or upgrading the PC, its peripherals, or the software in use. The IT Service Desk Analyst always strives to exceed the customer’s expectations by providing solutions whether in person, remotely by telephone, e-mail, or other means necessary to deliver consistent and superior service.
Principal Duties and Responsibilities (Essential Functions):
- Provide world class customer support.
- First level response to incident tickets.
- Accept and solve support issues.
- Migrate and deploy PC’s/ PC images.
- Function and communicate in a global support team.
- Respond to ticketing incidents by priority and assignment.
- Support customers through superb communication in person, by telephone and or email.
- Fully document resolution, and communication history to customer in incident ticket.
- If appropriate, convert resolution to knowledge base document to share with other team members.
- Diagnose, analyze, and resolve PC and software problems for internal customers through incident ticketing system.
- Analyze root cause and implement corrective solutions.
- Deploy new equipment to customers from unpacking to delivery.
- Collaborate with infrastructure team to ensure efficient operations.
- Assist in resolving issues with customers on server-based software products.
- When working on any PC, ensure latest security settings, antivirus, and application patches are applied.
- Use tools and applications for monitoring PC performance and provide performance statistics and reports.
- Maintain inventory of all hardware and software.
- When necessary, contact third-party support and PC equipment vendors.
- Maintain knowledge of current IT trends and advancements.
- Responsible for other opportunities as required.
Supervisory/Responsibility:
Individual contributor w/no direct reports
Work Environment:
This is an office position.
Required Education and Experience:
An associate degree in the field of business administration, computer science, or management information systems and/or 3-5 years of related work experience is preferred. A+ certification is desired, experience working in a team-oriented, collaborative environment.
Travel:
Local travel could be up to 25%. Role travels to Sheboygan weekly & New Berlin bi-monthly.
Job Specifications:
Proven analytical and problem-solving abilities. Ability to effectively prioritize and execute tasks in a fast-paced environment. Strong written and oral communication skills. Strong customer relationship skills. Strong troubleshooting skills and knowledge of IT hardware and software. Ability to conduct research into software issues and products as required. Strong organizational skills with a keen attention to detail.
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At Barry-Wehmiller we recognize that people come with a wealth of experience and talent beyond just the technical requirements of a job. If your experience is close to what you see listed here, please still consider applying. We know that our differences often can bring about innovation, excellence and meaningful work—therefore, people from all backgrounds are encouraged to apply to our positions. Please let us know if you require reasonable accommodations during the interview process.
Applicants may be subject to pre-employment screening which may include drug screening, reference checks, employment verifications, background screening and/or skills assessments.
Company:
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