IT Help Desk Analyst

The J.M. Smucker Company; Buffalo (NY); On-site; USD 45,000 - 60,000; Full time

Job summary

A leading food company in McCalla, AL, seeks an IT Help Desk Analyst to provide technical support and problem-solving solutions for users. Applicants should possess strong customer service skills and be able to manage relationships with vendors. The role includes providing support for mobile and desktop devices and requires the ability to work independently while adhering to customer schedules. A Bachelor’s degree and experience in a help desk position are advantageous.

Qualifications

• Strong customer service skills and problem-solving aptitude are essential.
• Able to work independently with limited supervision.
• Experience in a Help Desk or support position is a plus.

Responsibilities

• Provide Tier I & Tier II support for mobile and desktop devices.
• Diagnose hardware and software issues for users.
• Document and update Standard Operating Procedures.

Skills

People skills

Customer service skills

Problem solving

Microsoft Office applications

Education

Bachelor’s degree

Tools

ServiceNow Platform

Job description

Overview

IT Help Desk Analyst – Your Opportunity as the Analyst IS Support Services. As a Support Services team member you provide insightful advice and friendly technical support to users in need. You diagnose hardware and software issues, explain situations with patience and empathy, and offer solutions to quickly get users up and running again. You stay conscious of users' time demands while juggling multiple customers. You fulfill Smucker's service commitment with style, speed, and skill, earning the trust of customers and coworkers by offering guidance, knowledge, tips, and training.

Location: McCalla AL

Work Arrangements: Onsite

In this role you will

• Provide Tier I & Tier II support for mobile devices (smartphones, tablets, pads)
• Provide Tier I & Tier II support for Microsoft O365 desktop operating systems and software to end-users
• Image, configure, and deploy computers in a manufacturing environment
• Deploy and repair local and network printers
• Install and configure software applications
• Install and support VPN client software
• Support the needs of enterprise users both onsite and remotely
• Provide after-hours support as needed
• Document (create/update) Standard Operating Procedures (SOPs)

The Right Place for You

We are bold, kind, strive to do the right thing, we play to win, and we believe in a strong community that thrives together. Our culture is rooted in our Basic Beliefs, and we support every employee by meeting their physical, emotional, and financial needs.

What we are looking for

Minimum Requirements

• Strong people skills and an aptitude for problem solving
• Strong customer service skills
• Ability to maintain composure and customer focus while troubleshooting and solving technical issues
• Ability to adhere to a schedule of customer appointments
• Ability to manage relationships with vendors
• Ability to work independently with limited in-person supervision
• Team player
• Skilled in the Microsoft Office applications

Additional skills and experience that we think would make someone successful in this role (not required)

• Bachelor’s degree
• Previous experience in a Help Desk or support position
• Knowledge of the ServiceNow Platform