IT Support Analyst I

We are hiring an IT Support Analyst I! This position will be onsite in our Neenah, WI facility.
The IT Support Analyst will provide front-line primary technical support to end users across the enterprise on technical issues and problems relating to IT services (including hardware, software applications and peripherals).
Support will be provided in person deskside and remote by phone, email and chat.
The IT Support Analyst is responsible for responding to, documenting, resolving and escalating service tickets in a timely manner according to SLA.
The Support Analyst will perform pattern and root cause analysis, develop checklists and knowledgebase for typical problems and recommend procedures and controls for problem prevention.
This position will support multiple computing platforms.
Essential responsibilities: • Provide exceptional customer service in person, via phone, chat and email as appropriate • Troubleshoot and make knowledge-based decisions to resolve typical support requests for laptops, desktops, tablets, printers, smart phones, peripherals and associated software and applications.
• Install and configure operating system software and associated applications.
• Perform new user administration duties • Perform back-up/restore procedures per defined processes.
• Establish and revise procedures.
• Perform preventative maintenance including repairs and upgrades on company technology.
• Create and maintain internal IT process documentation • Create and maintain knowledge base articles for use by associates • Maintain documentation for network, servers and standard Operations processes.
• Serves as a “backup” for other Operations team members.
• Seeks cross-training in areas outside expertise.
Extends expertise by learning IT Support Analyst III and IV responsibilities.
• Monitors servers, applications, network and other event logs daily and responds appropriately to presented situations.
• Frequently relies on skill and judgement to respond or escalate events.
• Performs SCCM and manual server patching.
Application of judgement and decision making is needed to respond to system messages.
• Excellent verbal and written skills.
• Excellent problem-solving skills.
• Perform work on IT projects • Provides after-hours coverage following on call rotation.
• Conduct training on processes for IT staff and end users.
• Perform other duties as assigned.
CORE VALUES & GUIDING PRINCIPLES: • Understands internal and external customers • Assure a safe work environment • Encourage individual development • Demonstrates teamwork and flexibility/adaptability • Demonstrates honesty • Keep our commitments • Think systemically and ensure constancy of purpose • Lead with humility and respect every individual • Focus on process, embrace scientific thinking, flow and pull value, assure quality at the source and seek perfection Qualifications: • Bachelor’s degree in computer technology related field preferred.
• Technical certifications in Windows 10, O365, Exchange and SCCM preferred.
• 2 years’ experience in a helpdesk, deskside support environment.
• Basic knowledge of modern operating systems (Windows 10, Server 2016, Server 2019 as well as former operating systems).
• Hardware deployment, troubleshooting and upgrade on client hardware (Lenovo and HP), Zebra printers, scanners, fork-lift terminals in multiple platforms.
• Configuration and deployment experience in SCCM • Basic knowledge of Microsoft Office 365 platform • Project Management experience as a contributor • Ability to apply system knowledge to independently resolve intermediate level technical issues.
Refers more complex issues to higher-level staff • Excellent computer hardware/software problem solving skills.
• Excellent oral and written communication skills.
• Excellent organizational and time management skills.
At TIDI Products we are committed to offering a comprehensive employee benefits program than help our employees stay healthy, feel secure and maintain a work/life balance.
About TIDI Products… TIDI Products is a market leading manufacturing of disposable infection prevention products and patient safety products, headquartered in Neenah, WI.
We have manufacturing and distribution facilities in Neenah, WI, Ontario, CA, Tijuana, MX and Changshu, CN.
TIDI provides best in class products and service to major healthcare products distributors and users worldwide.
We Support Care Givers and Protect Patients!! Disability Accommodation For individuals with disabilities that need additional assistance at any point in the application and interview process, please email WIHR@tidiproducts.
com or call 920-751-4300 x 4044.
Equal Opportunity Employer TIDI Products is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment.
All qualified applicants will receive considerations for employment without regard to race, color, religion, sex, age, disability, marital status, family status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status under federal, state, or local anti-discrimination laws.