IT Support Analyst

1 day ago

Grand Rapids, United States Pregis Full time

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

Pregis is Hiring

Why Join Pregis?

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.

Position Description

The IT Support Analyst will report to the Director of Business Systems Integration. This individual will be responsible for assisting the Director in systems troubleshooting, upgrades, implementations, and more, as well as providing systems and technology support for the facility

Job Tasks and Responsibilities

  • Generate SQL/HANA queries for use in reporting software.
  • Security and Administration of ERP Software SAP Business One (will train).
  • Microsoft SharePoint Administration (will train).
  • 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.
  • 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.
  • Provide operational support and administration for O365 based corporate Email System, servers, and systems as necessary.
  • Conduct independent research by reading knowledgebase articles, manuals, and procedure documents.
  • Provide multilevel support for windows PC and office collaboration tools.

Required Education and Experience and Skills

  • Previous experience writing SQL(Required)/HANA(Preferred) queries for use in application design and reporting.
  • Experience managing all aspects of a PC workstation and server 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, and telecommunications services.
  • Demonstrated understanding of developing and deployment of new and existing technologies related to the 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.
  • 8+ years of prior experience in desktop support or similar role in other manufacturing environment.
  • Expert knowledge of Windows 7 and Windows 10 Operating Systems and productivity software (O365).
  • Knowledge of Active Directory and group policies, O365, Azure AD, Azure Cloud.
  • 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.

Key Competencies

  • Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions.
  • Customer Service - Responds promptly to customer needs; Responds to requests for service and assistance; Meets commitments.
  • Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Makes timely decisions.
  • Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently.
  • Quality - Demonstrates accuracy and thoroughness.
  • Quantity - Meets productivity standards; Completes work in timely manner.
  • Safety and Security - Observes safety and security procedures.
  • Attendance/Punctuality - Is consistently at work and on time.

#FLEX

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.

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