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Provide End User Support on a global basis for all PC Hardware & Software, Mobile Devices, user accessibility, and related issues in order for Phibro users to be able to perform their assigned duties on a daily basis.

**Scope & Responsibilities**:

- Order, inventory, build and configure new PCs & Laptops, install software, customize and deliver to user with instructions, provide orientation for new users.
- Monitor Trackit trouble ticket queue in order to follow up on open tickets, provide updates and resolution
- Participate in implementation of projects, systems, & procedures to meet departmental goals
- Troubleshoot & diagnose hardware, software & network problems and escalate as needed
- Work with all users at Phibro to ensure that their daily needs are met in order for them to do their job.
- Multi-task on a daily basis, drawn in multiple directions as needed to address the current issue at hand.
- Provide support for senior management executives and high profile customers to ensure their needs and requests are addressed in a timely professional and high quality manner.
- Procurement - Request quotations, create purchase orders, place orders, inventory upon receipt; close out purchase order, tracking of equipment and quantities on hand to meet demand. Ensure that obsolete equipment is properly disposed of in accordance with Phibro polices and all local, state, and federal government mandated requirements.

Reporting Relationships: This position will report to the Manager, End User Support at PAHC. Role will work closely with PAHC end users on a global basis with a special emphasis on senior management executives and high profile customers.

Help Desk Analyst Skill Sets:

- Experience in building and deploying Workstations and Laptops; Upgrading and deployment of Software.
- Order, configure, inventory, deploy mobile devices based on the company standards
- Understanding of global infrastructure and support of global workforce
- Knowledge of LAN/WAN/VPN Infrastructure

Business:

- Strong documentation skills, ability to communicate effectively, major team player in a small but dynamic environment.
- Be on call 7x24 to support the user community and customers as needed
- Must have knowledge of commonly-used concepts, practices, and procedures in IT Management of a Microsoft Enterprise Network system.
- Must be able to take initiative and succeed under pressure in a fast paced, dynamic environment.
- Ability to work with vendors for outsourced services and projects.

Technical:

- Thorough knowledge of Microsoft Operating Systems and Office suite of products
- Configuration and support of mobile devices, Tablets, etc for the end user community.
- Understanding and working knowledge of Citrix, ability to assist user issues via the Citrix Management Console.
- Understanding and working knowledge of Active Directory tools to support the updating of Users profiles, resetting password, etc.
- Ability to design, configure, build and maintain desktop images for deployment via Phibro"s selected product

Personal:

- Excellent communication and interpersonal skills, the ability to interact with people at all levels of the corporation
- Ability to reliably respond to competing pressures; prioritizes issues, establish response timelines, communicate and meet those timelines.
- Organizational skills
- Strong collaborative, proactive and interpersonal skills
- Be purposeful, seek continuous improvement; be collaborative and accountable.
- Must exhibit the following traits and behaviors:

- Organizational Culture:

- You will promote and support the organizational culture of the IS department and Phibro. You will understand, uphold and promote the vision and values of the organization.
- Domain Expert:

- You are aware of routine operating aspects of your discipline and emerging trends. You know when to use it and when to recommend its use. You make timely judgments.
- Customer Service:

- All of your co-workers at Phibro are your customers. You keep the higher company and IS department objectives in mind at all times. You respond in a timely manner to their request and messages. You understand their business issue. You maintain ownership until business operations are restored or an official hand-off is made. If a hand-off is made to you, you will follow the previous steps.
- Self Initiating:

- You will actively identify issues and continuously work to improve the environment without being asked or prompted
- Assertiveness:

- You will takes a forceful stand on issues with out being excessively abrasive, yet openly solicit and welcome others opinions and adjust their position with new and valuable input.
- Commitment:

- You will manage commitments well. You are aware of your commitments. You have no commitments you cannot fulfill. You coach people to make effective commitments to you, in return. You do not make commitments you have any intention of fulfilling. When you make a commitment, you move heaven and earth