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IT Desktop Support

2 months ago

Ann Arbor, United States Truck Hero Full time
POSITION SUMMARY

The IT Support Analyst will serve as the main point of contact for technical support requests related to computer systems, hardware, networks, or related software. This position will respond to queries, analyze the issue, isolate the problem, and determine and implement solutions. This role will be responsible for day-to-day IT support, prioritization, and execution of projects. As a first point for contact, the IT Support Analyst also support business applications like ERP systems by triaging with other support teams through the utilization of the Service Now ticketing system.

CORE FUNCTIONS

  • Support functional users in completion of their assigned tasks through effective technical support and business process analysis.
  • Provide technical assistance and support for incoming queries and issues related to computer systems, ERP systems, software, and hardware.
  • Maintain agreed upon service levels for IT Support.
  • Work collaboratively with employees across the organization to provide technical support for PCs, laptops, printers, cell phones, tablets and other network equipment.
  • Support users remotely using VPN, VNC, GoToMeeting, Remote Desktop and other tools.
  • Install, modify, and repair computer hardware and software.
  • Follow corporate policies and procedures.
QUALIFICATIONS & REQUIREMENTS

Education and Experience
  • Bachelor's degree in computer science or a related field is preferred.
  • 0-2 years of relevant experience, or a combination of experience and education, is required.
Skills, Abilities, and Knowledge
  • Ability to follow processes and procedures to guide each project to the desired resolution.
  • Sound understanding of customer support, operations, and processes.
  • Ability to communicate effectively, both written and verbally, with key stakeholders, leadership, partners, team members, other organizations, and customers.
  • Basic knowledge of Windows operating systems, networks, databases and network security concepts and tools required.
  • Solid analytical skills to troubleshoot high-level, complex and technical problems.
  • Excellent organizational skills with the ability to work with others to develop and implement complex projects.
Travel

Minimal travel is required; 10% or less.

COMPETENCIES
  • Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.
  • Responds promptly to customer needs; Responds to requests for service and assistance; Meets commitments.
  • Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
  • Balances team and individual responsibilities; Exhibits objectivity and openness to other views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Supports everyone's efforts to succeed.
  • Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
  • Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; commits to long hours of work when necessary to reach goals. Completes tasks on time or notifies appropriate person with an alternate plan.


PHYSICAL REQUIREMENTS

This position is subject to light work; Exerting up to 20 pounds of force occasionally and/or a negligible amount of force constantly to move objects. If the use of arm and/or leg controls require exertion of force greater than that for Sedentary Work and the worker sits most of the time, the job is rated for light work.

Physical Activities

This position is subject to the following physical activities: standing, walking, reaching, lifting, kneeling, talking, hearing, and the use of hands and wrists in repetitive motions.

Visual Acuity

The worker is required to have close visual acuity to perform an activity such as preparing and analyzing data and figures; transcribing; viewing a computer terminal; expansive reading; visual inspection involving small defects, small parts and/or operation of machines (including inspection); using measurement devices; and/or assembly of fabrication of parts at distances close to the eyes.

Work Environment

This position primarily operates in a professional office environment but may include additional responsibilities throughout and around the manufacturing facility.