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Information Technology Support Analyst

2 months ago

chicago, United States Pregis Full time

We're Not Just in the Packaging Business – We're in the "Wow" Business


Pregis is in the packaging business to protect what matters. We are committed to providing our customers and employees sustainable growth through purpose-driven innovation and customer-centric packaging solutions. If you are looking for a company that is thriving across various high growth industries and is innovative, customer focused, high integrity, believes in strong teamwork and collaboration, Pregis is the company for you. Check out the Pregis Purpose to learn how sustainability and social responsibility is at the very core of our company DNA.



Primary Responsibilities


IT Support Analyst responsible for delivering business value to our front office and corporate users by supporting infrastructure services, systems and technologies. They will respond to security related incidents very quickly and follow thru the case until completely remediated. They will perform software and hardware configurations, testing, and implementations to meet operational objectives. They respond to service requests and incident calls for technical assistance including research and resolution. They follow previously established processes and procedures and contribute and suggest changes to those policies and procedures for continuous improvement purposes. Individual must demonstrate strong technical and people skills in order to handle numerous support issues, consistently offer superior customer service. This person will work with IT Operations Manager for proper workload prioritization and escalations. Candidates will need to be able to quickly acquire new skills and follow company policies and procedures.


Essential Duties and Responsibilities


  • Receive and respond to incoming tickets and e-mail requests for support.
  • Manage problems through resolution with clear communication and status updates for affected users and management.
  • Perform tickets analysis to identify common issues and trends. Recommend corrective actions to eradicate underlying root causes.
  • Provide high priority technical support to Managers and Executives
  • Support PCs, servers, network systems, video conferencing and security systems. Monitor and respond to events and alerts.
  • Provide operational support and administration for Microsoft365/Office365 systems, Office collaboration tools, Outlook, Teams, Defender, OneDrive, SharePoint, Active Directory and other backend systems as necessary.
  • Document troubleshooting guides and maintain team knowledge base.
  • Write technical procedures for configuration and deployment of hardware, software and related products.
  • Manage the workload based on sensitivity and impact, follow up on open tickets to make sure issues are resolved within the SLA.
  • Evaluate and improve skill set of helpdesk technicians through documentation, training and mentorship.
  • Collaborate with infrastructure and network administrators to ensure efficient operation of the desktop computing environment.
  • Conduct independent research by reading knowledgebase articles, manuals, and procedure documents.


Additional Skills


  • Experience managing all aspects of PC workstation, mobile device, server and cloud service in a large decentralized network environment.
  • Ability to perform quality work autonomously, or with minimal oversight. Able to analyze problems and situations quickly to resolve system issues. Able to work on multiple tasks with changing priorities, maintaining a strong customer service work ethic. Able to learn new technologies, programs and procedures quickly.
  • Effective communication skills are essential, including the ability to accurately analyze problems, explain solutions, and present technical solutions to end-users in non-technical manner. Knows how to effectively deal with conflict situations with customers and peers and to be open to, and honest with, feedback and constructive criticism and guidance. Able to help others learn while solving problems and getting the job done.
  • Strong understanding of project management concepts and team roles. Experience with project team participation.
  • Must be able to work as part of a collaborative team to solve problems and assist outside partners as needed. Able to work with people at all levels within the organization structure.
  • Extensive knowledge of local area network hardware, software, video conferencing systems and telecommunications services.
  • Demonstrated understanding of developing and deployment of new and existing technologies related to desktop and mobile devices. Able to research and develop new technologies that support business requirements or systems configurations.
  • Strong presentation, interpersonal skills, written and oral communication skills.


Required Qualifications


  • 5+ years of prior experience in Desktop, Server and cloud support or similar role in other manufacturing environment.
  • Expert knowledge of Windows 7/Windows 10 Operating Systems including imaging, remote deployment and productivity software (O365) implementation.
  • Knowledge of Active Directory and group policies, O365, Azure AD, Azure Cloud, Antivirus Software.
  • Demonstrated hands-on experience with ITSM tools.
  • Maintains current knowledge of relevant technology as assigned.
  • Working knowledge of one or more scripting languages, Excel macros, or Powershell.
  • Must be self-motivated with a knack for new technologies, possess analytical and troubleshooting skills, and thrive in high-pressure dynamic environments.
  • Effective interpersonal skills and relationship-building skills, strong customer service attitude.
  • Microsoft, Cisco, A+ certifications are preferred but not required.
  • Work well in a demanding, changing environment, willing to be on call for after-hours support, willing to travel up to 15% of the time.




Diversity and Inclusion



We believe in diversity of thought and bringing together other traits and characteristics that make an individual bring a unique experience to Pregis. We strive to foster an inclusive environment where behaviors and social norms ensure people are welcome.



Affirmative Action/EEO Statement/Inclusion


We offer equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type based on race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. We support inclusion and believe in welcoming a collective sum of individual differences, thoughts, traits, and characteristics to represent Pregis’ culture and achievements.



Visit us at www.pregis.com for more information about Pregis LLC.