IT Application And Desktop Support Analyst

SUMMARY: The IT Application/Desktop Support Analyst is the front line of defense for end user issues. This role will be responsible for the ownership of the support queue in our ServiceDesk ticketing system and will ensure that all systems are performing as expected by monitoring and reacting promptly when issues are found or reported. This position will also work to complete Work Orders within ServiceDesk for helpdesk requests, new hires, PC rebuilds, etc.

DUTIES AND RESPONSIBILITIES:

• Monitor all our applications and websites to ensure all are running smoothly. React instantaneously when issues arise.

• Provides 2nd tier application support for our key Industrial Applications to internal stakeholder teams.

• Ensures that incidents are dealt with promptly and performs the necessary troubleshooting to identify the problems and their underlying causes; escalating to internal and external teams as needed.

• Acts as the primary liaison between vendor and stakeholder teams.

• Documents incidents to maintain information which can be used to help identify and troubleshoot future incidents.

• Participates and assists with our system and release testing and QA as needed.

• Completes Work Orders within ServiceDesk for helpdesk requests, new hires, PC setup, etc.

• General support for IT department, including vulnerability remediation for the Vulnerability Management Program.

• Performs application installations, troubleshooting, upgrades, and rollouts - typically on client machines.

• Troubleshoots hardware including component repair; telephony and handheld support; and printer/copier/scanner support.

• Participation in weekend/evening on-call rotation.

• Maintain Asset Inventories.

• Special projects and assignments as business dictates.

• Responsible for the maintenance, creation and control of all personally identifiable information or any other information protected by any Confidentiality or Privacy Standards or Company Policies that you have access or knowledge of, including but not limited to any state or federal regulations including HIPPA.

SUPERVISORY RESPONSIBILITIES

• N/A

SKILLS AND QUALIFICATIONS:

• Able to meet project deadlines and multitask efficiently.

• Ability to effectively communicate with internal and external customers.

• Experience setting up PCs including configurations, software installations, application of updates, and patches.

• Experience with back-office application support.

• High School diploma and advanced studies in Information Systems or 2-3 years of relevant work experience.

• Troubleshooting experience and knowledge of technical support (hardware, software, etc.).

• Knowledge of Microsoft platforms and Apple iOS devices.

• Reliable and available to work a flexible schedule including nights and weekends when on call or during outages.

• Must be organized, detail oriented, and punctual.

• Must have attention to detail and focused concentration.

• Must be able to learn new tasks and complete tasks independently.

• Must be able to make timely decisions in the context of the workflow.

• Must possess strong organizational skills, ability to multi-task and responsiveness.

PHYSICAL DEMANDS:

• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to work 12-hour shifts that swing between day and night shift (Dupont 12) on a weekly basis.

• Able to perform repetitive and physically demanding tasks for extended periods (lifting, walking, climbing, pushing,

• twisting, stopping, and pulling) and lift at least 50lbs.

• Ability to sit for extended periods of time.

• Dexterity of hands and fingers to operate a computer keyboard, mouse, and other computing equipment.

• The employee is frequently required to talk or hear.

• The employee is occasionally required to reach with hands and arms, and occasionally climb ladders.

• Ability to lift and carry up to 50lbs.

• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

WORK ENVIRONMENT:

• Able to work in hot, humid, cold, and noisy industrial environments.

• Willingness and ability to work in confined spaces and with heights.

• Able to work in a tobacco free environment.

• Willingness and ability to wear safety glasses, earplugs, hard hat, steel toes boots and any other required PPE (Personal Protective Equipment).

OTHER DUTIES:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

This company is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.