Address
Form of workPortfolio Business: Huber Engineered Materials
J.M. Huber Corporation is one of the largest privately held, family-owned companies in the United States. Established in 1883, we are a diversified, global supplier of specialty and commodity chemicals, hydrocolloid solutions, engineered wood products and natural resources to customers spanning a wide variety of industries. With approximately $3 billion in sales and 4,000 employees worldwide, we have a material presence in more than 20 countries.
The Desktop Support Analyst is an IT On-site support position that provides first-level and escalated end user day-to-day support, both on-site and remote, including receiving in-bound calls and responding to service calls inquiries; trouble-shooting and documenting steps taken to resolve challenges with hardware, software and application issues within a ticketing system and provide timely communications with regard to issue status and resolution.
This position support and enforce information technology (IT) policies, and Huber's hardware and software lifecycle.
Provide customer-oriented resolution for end user technology issues, covering desktop hardware, software, telephony, and network connectivity.
Perform maintenance, repairs, and installations for computers, laptops, printers, and related equipment.
Deliver Executive-level IT support, both on-site and remotely, ensuring high-urgency end-to-end assistance for C-level executives.
Meet SLAs and KPIs, demonstrating flexibility and proactive solutions in a fast-paced environment
Offer on-site and remote technical support to end users in various organizations.
Promptly respond to calls regarding software and hardware issues.
Utilize ticketing system for incident and service request documentation.
Follow SOPs for device setup and configuration, troubleshooting hardware, Windows 10, Microsoft Office 365 Applications, and network connectivity.
Complete software/hardware installs, upgrades, and ad hoc projects.
Liaise with IT management, support areas, Service Desk, and clients to establish best practices.
Assist in the resolution of Major Incidents.
Provide "White-Glove" end user support services to Executive Support positions.
Meet SLA targets for the EUX Operations Support Team, promoting continuous improvement.
Support the company's IT Knowledge Base by submitting internal IT process documents.
Work independently, providing technical assistance outside of normal office hours.
Maintain a high level of customer support through proactive management and continuous improvement initiatives.
Assist with communication to stakeholders and IT management regarding service provision and outages.
High School Diploma or GED with 3+ years' experience in the IT support field.
Extensive experience with desktop hardware, software applications, operating systems and network connectivity is required.
Experience working with executives and c-suite in an IT support capacity.
Advanced Windows Desktop OS knowledge
Extensive knowledge of Active Directory, Network Essentials, SCCM and Office 2016, VoIP systems
Solid understanding of mobile and tablet device troubleshooting and configuration skills (iOS and Android)
Excellent knowledge of Microsoft Office productivity programs
Basis experience supporting Audio and Video conferencing technologies.
Excellent communication skills with the ability to understand and converse in English.
Excellent customer service, interpersonal skills, telephone etiquette, time management, and problem-solving skills
Excellent teamwork and collaborative skills
Strong knowledge of service desk applications and associated operations
Our employees are our strongest asset, and their safety, health, and well-being is our highest priority. We respect the individual by providing opportunities for professional and personal development. Our Principles drive us to create an inclusive workplace where employees share core values, show dignity and respect toward others, and work hard to achieve their best performance.
J.M. Huber Corporation is an EEO / AAP employer. Pre-employment drug screening is required
