IT Support Analyst - Tier I

We are searching for an experienced IT Support Analyst - Tier I at our Neenah facility.

Primary Duties and Responsibilities

This position is responsible for supporting the Maxcess Information Technology environment and providing world class support for users at multiple sites across the globe. Tasks include end user support, license tracking, and performing PC maintenance, upgrades, and configurations.

• Desktop Management/Workstation Support - Manage desktops, workstation imaging, software deployment, configuration, inventory management, printer support
• User Support - Provide support and resolve problems to end users’ satisfaction. Monitor and respond quickly and effectively to request received through the IT ticketing system. Process/complete first in first out tickets based on priority/severity
• Engineering Support - Special technical and licensing support to engineering on SolidWorks, AutoCAD, and electrical controls software
• Networks and Access - Assist in supporting Internet Access and Remote Access
• Enterprise Backup Support - Restore files when required
• Telephone Systems - Provide internal support for all telephones, and communication channels, plus mobile device management
• Remote Operations - Support remote sites globally.
• Maintain IT Documents - Update/document internal procedures as required
• On Call Operations - Participate in a 24/7 on call schedule, including evenings and weekends

Required Qualifications

• BA/BS degree in Computer Information Systems or Networking; and/or 3 years of equivalent IT experience
• Microsoft Server Products: O365, Remote Desktop Services, Active Directory, Group Policy
• Microsoft Desktop Technologies: Windows 7/8/10, Office 2010-2019/O365
• 1 – 2 years of experience in direct user support of Desktop/Laptop/Mobile Device hardware and software
• Must have working knowledge of Security groups and File and Sharing permissions and networks and client-server applications.
• Must be presently authorized to work in the U.S. without a requirement for work authorization sponsorship by our company (now or in the future).
• Ability to balance technical best practices with the realities of real-time enterprise I.T. operations and support
• Ability to follow instructions and pre-established guidelines to perform the functions of the job
• Ability to work in a multi forest and multi domain environment
• Must work within a ticketing system documenting all issues and resolutions
• Must work collaboratively as part of a team and independent projects, including a structured project management process
• Ability to anticipate, identify, quantify, and resolve problems in a timely and positive manner.
• Ability to communicate clearly and concisely, both verbally and in writing with wide range of users at all levels
• Ability to consistently meet deadlines, completing tasks as previously defined
• Must be flexible with work schedule; will be requested to work evenings or weekends according to the rotating on-call schedule. Some domestic travel may be required (less than 10%).
• Local travel using personal vehicle may be required (minimal).
• This is an on-site position located in Neenah, WI. Work from home is available as needed and with manager approval.
• While performing the duties of this job, the employee is regularly required to talk or hear.
• Ability to stand, sit, and walk for extended periods of time.
• The employee must occasionally lift and/or move up to 35 pounds.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

Job Qualifications and Experience

Preferred:

• VMWare Virtualization
• Cisco Meraki
• Cisco DUO
• Cisco Umbrella
• Cylance (Blackberry Protect) EDR
• ERP Support for Oracle EBS, Epicor
• Azure AD
• Office 365 Applications & Administration
• Active Directory Users and Computers
• Jira
• Bomgar
• Citrix
• IT Glue
• Veeam Backup and replication applications
• Mitel and Cisco Call Manager
• SCCM Imaging Workstations and Application Deployment
• Coordinate with outside vendors on special projects

Work Environment

• Mix of shop floor and office environment. PPE is required if entering the manufacturing side of the facility (this will be company supplied and/or reimbursed) .

Salaried Non-Exempt

Our company provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.