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IT Service Desk Analyst

1 month ago

Sheboygan, Wisconsin, United States Barry-Wehmiller Companies Inc Full time
About Us:

Barry-Wehmiller is a global leader in engineering consulting and manufacturing technology for the packaging, corrugating, and paper-converting industries. Our company is built on a people-centric approach, blending leadership with disciplined operational strategies and purpose-driven growth. This approach has enabled us to become a $3 billion organization with nearly 12,000 team members united by a common goal: to use the power of business to build a better world.

Job Summary:

The Enterprise IT Service Desk Analyst plays a critical role in providing exceptional customer support to our internal customers. This position involves assisting customers with PC and mobile device-related challenges, including incident resolution, installation, diagnosis, repair, maintenance, and upgrading. The successful candidate will strive to exceed customer expectations by providing solutions through various means, including in-person, remote, and email support.

Key Responsibilities:
  • Provide world-class customer support and resolve support issues efficiently.
  • Migrate and deploy PCs and PC images, ensuring seamless transitions.
  • Communicate effectively in a global support team environment.
  • Respond to ticketing incidents by priority and assignment, ensuring timely resolution.
  • Support customers through superb communication, including in-person, phone, and email interactions.
  • Fully document resolution and communication history in incident tickets.
  • Convert resolutions to knowledge base documents to share with team members.
  • Diagnose, analyze, and resolve PC and software problems through incident ticketing systems.
  • Analyze root causes and implement corrective solutions.
  • Deploy new equipment to customers, from unpacking to delivery.
  • Collaborate with the infrastructure team to ensure efficient operations.
  • Assist in resolving issues with customers on server-based software products.
  • Ensure the latest security settings, antivirus, and application patches are applied on PCs.
  • Use tools and applications for monitoring PC performance and providing performance statistics and reports.
  • Maintain inventory of all hardware and software.
  • Contact third-party support and PC equipment vendors when necessary.
  • Maintain knowledge of current IT trends and advancements.
  • Work full-time, five days a week, in an in-office position, with on-call availability and some evening and weekend hours, and occasional travel required.
Requirements:
  • An associate degree in business administration, computer science, or management information systems is a plus.
  • Three or more years of related work experience.
  • A+ certification is desired.
  • Experience working in a team-oriented, collaborative environment.
Equal Opportunity Employer:
Barry-Wehmiller is an equal opportunity employer and welcomes applications from diverse candidates. We recognize that people bring a wealth of experience and talent beyond technical requirements. If your experience is close to what we're looking for, please consider applying. We're committed to creating a workplace that values diversity and inclusion. Please let us know if you require reasonable accommodations during the interview process.