Technical Support Specialist

1 week ago

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

Barry-Wehmiller is a diversified global supplier of engineering consulting and manufacturing technology for the packaging, corrugating, sheeting, and paper-converting industries. By blending people-centric leadership with disciplined operational strategies and purpose-driven growth, Barry-Wehmiller has become a $3 billion organization with nearly 12,000 team members united by a common belief: to use the power of business to build a better world.

Job Overview:

Position Title: IT Service Desk Analyst

Employment Type: Full-Time

Location: Green Bay, WI / BW locations

Reports To: Service Desk Team Leader

Role Summary:

The IT Service Desk Analyst plays a crucial role in delivering exceptional service to our internal clients. This position is responsible for addressing various challenges related to PCs and mobile devices. The Analyst will resolve incidents that may involve installing, diagnosing, repairing, maintaining, or upgrading hardware and software. The goal is to consistently exceed customer expectations through effective solutions provided in person, via telephone, email, or other necessary means.

Key Responsibilities:
  • Deliver outstanding customer support.
  • Respond to incident tickets as the first line of support.
  • Address and resolve support issues promptly.
  • Migrate and deploy PCs and PC images efficiently.
  • Collaborate and communicate effectively within a global support team.
  • Prioritize and respond to ticketing incidents based on urgency and assignment.
  • Assist customers through excellent communication in person, by phone, or email.
  • Document resolutions and communication history in incident tickets.
  • Convert resolutions into knowledge base articles for team sharing when appropriate.
  • Diagnose, analyze, and resolve PC and software issues for internal clients through the incident ticketing system.
  • Investigate root causes and implement corrective measures.
  • Deploy new equipment to customers, from unpacking to delivery.
  • Work with the infrastructure team to ensure seamless operations.
  • Assist in troubleshooting issues with server-based software products.
  • Ensure the latest security settings, antivirus, and application patches are applied during PC maintenance.
  • Utilize tools and applications for monitoring PC performance and provide performance statistics and reports.
  • Maintain an inventory of all hardware and software assets.
  • Contact third-party support and PC equipment vendors when necessary.
  • Stay updated on current IT trends and advancements.
  • Take on additional responsibilities as required.
  • This is a full-time, in-office position, requiring availability for on-call duties and occasional evening and weekend hours.
Qualifications:
  • Demonstrated analytical and problem-solving skills.
  • Ability to prioritize and execute tasks effectively in a fast-paced environment.
  • Strong written and verbal communication abilities.
  • Excellent customer relationship management skills.
  • Proficient troubleshooting skills and knowledge of IT hardware and software.
  • Ability to conduct research into software issues and products as needed.
  • Strong organizational skills with attention to detail.
Education and Experience:
  • An associate degree in business administration, computer science, or management information systems, along with 3-5 years of relevant experience is preferred.
  • A+ certification is desirable.
  • Experience in a collaborative, team-oriented environment.
Work Environment:

This is an office-based position.

Position Type:

This is a regular, full-time role with the expectation of frequent overtime. Candidates must be available and willing to work beyond 40 hours per week, including both scheduled and unscheduled overtime.

Travel Requirements:

Travel may be required up to 15% for remote support as needed.

Physical Requirements:

The physical demands described here are representative of those performed in the job duties. The employee will sit at a desk and use a computer for extended periods. The role frequently requires close vision, speech, hearing, and dexterity to operate office equipment. The employee must occasionally lift and/or move up to 15 pounds.

Disclaimer:

The information provided in this description is intended to convey the general nature and level of work performed by employees in this classification. It is not intended to be an exhaustive list of all responsibilities, duties, and skills required of employees assigned to this position. This job description is subject to change at any time.

Barry-Wehmiller is an equal opportunity employer. M/F/D/V. This organization uses E-Verify.

Applicants may be subject to pre-employment screening which may include drug screening, reference checks, employment verifications, background screening, and/or skills assessments.

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