Job Overview: The Desktop Support Analyst serves as the primary contact for investigating and resolving software and hardware issues for computer users at our two Wisconsin locations: Darien (primary) and Beloit. This role provides support to over 150-200 end users across these sites, managing systems running Windows 10, Office 365, and Epicor through two VPNs.
Key Responsibilities:
Assess, prioritize, and respond to incoming trouble tickets, calls, voice mails, emails, and in-person requests from users experiencing issues with hardware, software, networking, and other computer technologies.
Document all help desk interactions, track and route problems/requests, and record resolutions according to standard help desk procedures. Prepare activity reports as necessary.
Gather information about problems and guide users through diagnostic procedures to identify the sources of errors, whether related to hardware such as modems, printers, cables, or telephones.
Manage problem recognition, research, isolation, resolution, and follow-up for routine user issues, escalating more complex problems to supervisors or technical staff.
Stay updated on all company system information, changes, and updates.
Troubleshoot and install Microsoft Office Applications and build computers using the Windows 10 operating system.
Perform other duties as assigned by management.
Requirements:
An Associate Degree in Computer Science, Computer Engineering, MIS, or IT is preferred. Equivalent work experience that has developed relevant competencies and subject matter expertise may substitute for a degree on a year-for-year basis.
Proficiency in troubleshooting within a networked Windows 10 environment, including Office 365 and VPN, especially access rights and connectivity issues.
Ability to handle multiple assignments simultaneously.
Effective communication skills, both verbal and written, with department heads, managers, coworkers, and vendors to resolve problems and negotiate resolutions.
Availability to work off-shift as needed.
Preferred Qualifications:
Experience troubleshooting in a manufacturing environment, particularly with ERP systems like Epicor.