JOB SUMMARY:

The IT Support Analyst serves as the first point of contact for end-user technical support and is responsible for delivering desktop support services, managing hardware and software resources, and resolving technical issues.
This role supports the effective operation of IT systems and contributes to the overall efficiency of the organization’s technology environment. This will be an onsite position primary supporting Adam’s Polishes and B&B Blending but may also support sister companies in the U.S.

REQUIRED SKILL/ABILITIES/EDUCATION:

• Safety – Follows safety procedures, completes required training, maintains a clean workspace, and promptly reports concerns.
• Teamwork – Respectful, courteous, and communicates openly and honestly. Shares necessary information in a timely manner.
• Problem Solving – Uses critical thinking to identify issues, prevent recurrence, and support change initiatives.
• Attention to Detail – Performs tasks accurately, follows procedures, and checks work to reduce errors.
• Customer Focus – Provides timely, quality support to internal and external users.
• Technical Aptitude – Continuously learns and demonstrates technical expertise across job functions.

QUALIFICATIONS

• Solid knowledge of PC and network standards, including hardware.
• Proficiency in Microsoft Windows, Office, and common office applications.
• Experience with patch management tools (e.g., Intune, SCCM or equivalent).
• Experience configuring Cisco phones and managing printers via print servers.
• Good knowledge of Microsoft 365 tools (Teams, SharePoint, OneDrive).
• Strong written and verbal communication and customer service skills.

PHYSICAL REQUIREMENTS:

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Able to lift and carry up to 50 pounds unassisted.
• Occasionally required to handle heavier equipment with tools or team assistance.
• Occasionally it involves bending, kneeling, or reaching in tight spaces such as under desks or inside server racks.
• May occasionally use ladders or step stools and work in server rooms or confined spaces.
  * The company reserves the right to change or revise this job description at any time.
  Position Type/Expected Hours of Work: Position Type/Expected Hours of Work: This is a full-time position, working 40 hours per week, Monday through Friday. Additional work time may be required on as as-needed basis.ds.
  Job Type: Full-time
  Pay: $60,000.00 - $70,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Work Location: In perso

• Serve as the first point of contact for IT support and assist in resolving technical issues.
• Log and prioritize IT incidents and service requests based on severity and business impact.
• Accurately record all support activities in the ITSM system.
• Handle support calls; escalate appropriately if First Call Resolution (FCR) is not achievable and communicate any delays.
• Ensure timely responses to all service requests and incidents.
• Adhere to service level agreements (SLAs) and escalate issues as needed.
• Execute IT onboarding, offboarding, and related workflow processes.
• Maintain accurate records of loaned IT equipment.
• Coordinate IT equipment repairs; track progress, particularly for warranty items.
• Source quotes and procure hardware, software, and related equipment in alignment with IT standards.
• Order replacement components for faulty or upgradeable devices (e.g., mice, keyboards, hard drives, memory).
• Configure and deploy computers and mobile phones.
• Maintain an up-to-date inventory of hardware and software assets (PCs, laptops, printers).
• Work closely with Infrastructure and Applications teams as needed and when available.
• Create and update technical documentation, including work instructions and standard operating procedures.
• Participate in after-hours support rotations as required.
• Be available for remote or on-site support during on-call periods; must be within one hour of company facilities.
• Occasional travel required, including the ability/need to rent a car. Valid driver’s license is required.
• Occasional work in company plants is required.