Address
Form of workSummary:
The Desktop Support Analyst is the initial point of contact responsible for the investigation and resolution of software and hardware problems for computer users throughout the company. Provides end user support for over 400 end users over 7 locations running Windows 10, Office 365, and Epicor via two VPNs.
Essential Responsibilities:
Evaluate, prioritize, and respond to incoming trouble tickets, telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
Log all help desk interactions, tracks and routes problems/requests and documents resolutions following standard help desk procedures. Prepares activity reports as needed.
Collects information about problems and leads user through diagnostic procedures to determine sources of error. Determines whether problem is caused by hardware such as modem, printer, cables, or telephone.
Handles problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to supervisor or technical staff.
Stays current with all company system information, changes and updates.
Ability to troubleshoot and install Microsoft Office Applications and build a computer using Windows 10 OS.
Other duties as assigned by management.
Requirements:
Associate Degree in Computer Science, Computer Engineering, MIS, or IT preferred; may substitute for the degree direct applicable work experience on a year-for-year basis which built competencies and subject matter expertise
Tech savvy with experience troubleshooting (or strong aptitude) in a networked Windows 10 environment, Office 365, and VPN especially access rights and connectivity issues
Ability to work on various assignments simultaneously
Communicate tactfully, verbally and in writing with department heads, managers, co-workers and vendors to resolve problems and negotiate resolutions
Must be available to work off shift as needed
Preferred Qualifications:
Manufacturing environment troubleshoot including experience with an ERP, Epicor ideally
Work well with others in a team environment.
Strong problem-solving skills.
Power Solutions International is an EOE disability/vet company offering a drug free workplace. We celebrate diversity and are committed to creating an inclusive environment for all employees.
