IT Support Specialist
7 giorni fa
Company Overview
J.M. Huber Corporation, a prominent family-owned enterprise established in 1883, operates as a diversified global supplier of specialty and commodity chemicals, hydrocolloid solutions, engineered wood products, and natural resources. With a significant presence in over 20 countries and approximately $3 billion in sales, we are committed to sustainable practices across various industries.
Position Overview
The Desktop Support Analyst role is an essential IT on-site support position responsible for delivering first-level and second-level assistance to end users. This includes managing incoming calls and addressing service inquiries, troubleshooting hardware and software issues, and documenting the resolution process within a ticketing system. The analyst will ensure timely communication regarding the status and resolution of issues.
Key Responsibilities:
- Deliver both on-site and remote technical support, addressing queries and issues related to software and hardware managed by the Desktop Services team.
- Utilize a ticketing system to log and document incidents and service requests, adhering to established operating procedures.
- Conduct troubleshooting, root cause analysis, and problem resolution for technical challenges involving hardware, Windows 10, Microsoft Office 365 applications, network connectivity, and Virtual Desktop technologies.
- Execute software and hardware installations, upgrades, and project activities as required, ensuring satisfaction among all stakeholders.
- Contribute to the IT Knowledge Base by submitting internal process documents and user guides to enhance the end-user experience and promote self-service.
- Facilitate communication with stakeholders and IT management regarding service delivery and outages.
Qualifications:
- High School Diploma or equivalent, with a minimum of 3 years of experience in IT support.
- Proven expertise in desktop hardware, software applications, operating systems, and network connectivity.
- Experience providing IT support to executives and senior management.
- Advanced knowledge of Windows Desktop OS, Active Directory, Network Essentials, SCCM, and Office 2016, along with VoIP systems.
- Strong troubleshooting and configuration skills for mobile and tablet devices (iOS and Android).
- Proficient in Microsoft Office productivity tools.
- Basic experience with audio and video conferencing technologies.
- Familiarity with service desk applications and their operations.
- Fluency in English and Italian.
- Exceptional customer service, interpersonal skills, telephone etiquette, time management, and problem-solving abilities.
We look forward to considering your application.
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