Desktop Support Analyst

7 mesi fa

San Giorgio di Piano, Italia JM Huber Corporation A tempo pieno

**Portfolio Business**_:_** Huber Engineered Materials

Cifo (part of the Biolchim Group), now a J.M. Huber Company, is a global leader in the production and commercialization of biostimulants, whose function is to stimulate natural processes to enhance nutrient uptake, nutrient efficiency, tolerance to abiotic stress, and crop quality in full respect of sustainable agriculture values and practices.

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.

**Position Summary**

This position supports and enforces Information Technology policies, and our hardware and software lifecycle.

**Main Responsibilities**:

- Provide on-site and remote technical support, respond promptly and effectively to calls concerning any query or issue regarding software and hardware used within the company that the Desktop Services group has responsibility for.
- Use ticketing system to open and document incidents and service requests following the organization’s standard operating procedures for incident and service management.
- Provide troubleshooting, root cause analysis and problem resolution for technical issues surrounding hardware, Windows 10, Microsoft Office 365 Applications, network connectivity, and Virtual Desktop technologies.
- Complete software/hardware installs, upgrades, ad hoc project activity, moves, and rollouts as and when requested, to the satisfaction of all parties involved.
- Support the company’s IT Knowledge Base, by frequently submitting internal IT process documents (SOPs) and End User “How-to” Guides (KBAs) to drive a consistent end user experience and further self-service.
- Assist with communication with stakeholders and IT management regarding service provision and outages.

**Requirements & Qualifications**:

- High School Diploma or other degree with 3+ years’ experience in the IT support field
- 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.
- Fluent language skills in English and Italian
- Excellent customer service, interpersonal skills, telephone etiquette, time management, and problem-solving skills

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