IT Service Desk Analyst in Troy, OH at ITW Food Equipment Group

Date Posted: 10/22/2019

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Troy, OH
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    10/22/2019

Job Description

IT Service Desk Analyst - Troy, OH
As the first point of contact for Incident Resolution and Service Requests, the Service Desk Analyst is the face and voice of the IT department.  The goal of a Service Desk Analyst is prompt and professional resolution of requests in a fast paced, highly multi-tasked environment. Professionalism, customer service, multitasking, well written, well spoken, and rapid incident resolution are skills and traits of a promising candidate for this position.
Responsibilities
  • Provide 1st level support and tracking for PC hardware and software related issues via email, chat, phone, and in-person.
  • Troubleshoot routine PC issues independently with little or no supervision
  • Work with different levels of the Technical support team to escalate more complex issues for resolution
  • Provide Windows Active Directory and Office 365 user maintenance
  • Identify areas for system improvements and upgrades to the IT Service Desk
  • Participate in an on-call rotation consisting of 2-3 weeks per year of 24/7 availability
  • Potential for nights and weekends work, however normal business hours are 8am – 6pm (two shifts)
Qualification and Education
Required
  • Associates Degree in MIS/Business or related field, or equivalent experience
  • 2 years working with Windows 7 and Microsoft Office suite software
  • Strong multitasking skills
  • Effective communication skills, both written and oral; strong interpersonal skills required to communicate with all other team members, and company associates; must have customer service attitude and ability to work well with groups
  • Strong organizational skills, capability to coordinate multiple activities in results-oriented environment; initiative and ability to enforce policies and procedures through influence
Preferred
  • Experience with Microsoft Active Directory user maintenance
  • Experience with Office 365
  • Experience with Windows 7/10 Operating System
  • Experience with Lenovo and Panasonic PC and Laptop hardware
  • Experience with Wireless Networking 802.11 b/g/n and cellular
  • Experience supporting a 90% remote workforce