DESKTOP SUPPORT ANALYST

About the role:

As a member of the IT Support Team, you will primarily provide an exceptional support to all employees, creating a positive, reliable, and consistent IT experience that supports and enables everyone to continue to deliver impactful and quality results.

This role is passionate about helping people and will be there for them from their day one onboarding, and provide ongoing support for access, software, and hardware ensuring that they have everything they need to do their jobs around the region.

This includes imaging systems and installing software as needed. The analyst works closely with all levels of personnel from general user to management. 

Key Accountabilities:

PC Support: Order, install, upgrade, repair, re-image and troubleshoot all IT supported workstations and peripherals, both in the office, remote and on the manufacturing floor if the location requires. This includes maintain inventory of IT hardware and software and fixed asset controls.

Printer Support: Configure and upgrade printers and troubleshoot printing problems.

Telecommunications Support: Help the telecommunications team with network drops, Wi-Fi access, and physical phone issues.

On-Call Support: If required for the supported location. Upon completing necessary training, employee will be required to share being the primary contact for plant IT issues off-hours and on weekends.

Document Maintenance: generate and maintain documentation required by Internal Controls Standards, ISO and FDA for business and process workstation functions.

Ticket Management: require IPCenter tickets for all work; manage assigned tickets to ensure accurate reporting of the equipment/apps/issues worked on and meeting all SLAs.

Collaboration: Work closely with the other IT teams to ensure efficient and effective delivery of IT services, including meetings, incident resolution, request fulfillment, and user support. Connect with third party IT support Companies and vendors.

Backup Support: As an IT Infrastructure support team member, the Desktop Specialist may be required to fulfill another member's duties during vacations or other absences.

Employee is responsible for completing all documented environmental related requirements, and to understand aspects and potential environmental impacts generated in their work area.

To ensure safety and product quality, the employee is responsible for completing training, following defined standard work, and initiating Stop-Call-Wait process when standard work cannot be followed or when operators have a question.

Education, Skills & Experience (Essential):

-Bachelor's degree in computer science, Information Technology, or a related field (or equivalent experience).

-2+ years of experience in systems administration, with a strong focus on Windows environment.

- Strong expertise in, Active Directory, imaging tools, Microsoft Azure, Windows 10/11, Microsoft Office 365 suite, including Teams, Outlook.

- Strong troubleshooting skills and hands-on desktop/laptop PC hardware installation, configuration, maintenance and troubleshooting experience.

-Ability to read and understand technical manuals, procedural documentation,

-Ability to plan and prioritize activities to meet IT, location, and personal objectives while dealing with urgent, keep-it-running activities.

-Effective interpersonal, oral communication, written communication, and relationship-building skills.

-Ability to work in and promote a team environment.

-Strong customer-service orientation.

- Ability to work under pressure in a high throughput business environment

-Excellent organization skills

-Fluent written and spoken English and Spanish.

Education, Skills & Experience (Desired):

-ITIL Foundation certification or equivalent experience with IT service management best practices considered a plus