Field Support Analyst

Yarde Metals; Southington (CT); On-site; USD 40,000 - 54,000; Full time

Benefits offered by this job

Competitive wages and bonuses

Profit-sharing bonuses

Medical insurance

Dental and vision insurance

Paid time off

Paid holidays

Life and disability insurance

401(k) with company match

Job summary

Yarde Metals is seeking a Field Support Analyst to join our IT team in Southington, CT. The role provides onsite and remote first-level user support, handling hardware and software installs, troubleshooting, and maintaining systems for offices and warehouses.

The ideal candidate has 5+ years IT support experience in warehouse/office environments, strong customer service, and proficiency with Dell/Lenovo hardware, printers, and Microsoft Office.

Qualifications

• Bachelor's degree or equivalent work experience in a related field required.
• 5+ years' experience supporting desktop and application technologies (e.g., Dell/Lenovo, printers).
• 3+ years' experience with Threatlocker, Citrix AD, TCP/IP, DNS, DHCP, VPN, ServiceNow, SQL, Outlook, macros/Excel and browser issues.
• 5+ years' IT support in warehouse/office environments.
• 5+ years' experience with Microsoft Office and warehouse automation products.

Responsibilities

• Provide onsite and remote first-level user support.
• Install, configure, troubleshoot and maintain software/hardware.
• Document incidents and resolutions in ServiceNow.
• Support warehouse and office locations, manage hardware assets.
• Assist with complex technical issues and knowledge base creation.

Skills

Desktop support

Windows OS

ServiceNow

Networking basics

Customer service

Education

Bachelor's degree or equivalent

Tools

Dell/Lenovo hardware

Printers

ServiceNow

Active Directory

VPN

SQL

Microsoft Office

Job description

Join Yarde Metals -- Where Safety, Technology & Our Associate Matter.

Southington, CT

Job Summary

Yarde Metals is looking for a Field Support Analyst to join our IT team. This is an opportunity to become part of a company that is committed to safety, quality, teamwork and the development of our associates. The Field Support Analyst (FSA) II provides onsite, first level user support both locally and to remote locations. The FSA must skillfully communicate with users, gather information, break down low to medium complex problems, and identify solutions to quickly resolve reported issues. The FSA is responsible for support desk and field operations tasks, providing support to end users by installing, configuring, troubleshooting, and maintaining various types of software and hardware in support of business offices and warehouses.

Job Responsibilities

• Determine user issues by analyzing symptoms and figuring out the underlying problem.
• Provide practical solutions to a wide range of applications/technology/issues on-site including phone support.
• Evaluate reported problems and determine issue severity.
• Identify, troubleshoot, research, and resolve routine technical problems.
• Follow established policies and procedures for accessing a user's system remotely.
• Work to develop additional technical knowledge and skills.
• Identify repeatable incidents and create Knowledgebase articles in ServiceNow.
• Develop and maintain documentation of assigned tasks, requests, and incidents.
• Drive resolution of medium to low complexity user reported issues when on-site or remote support for other company locations.
• Areas of responsibility include installing, troubleshooting, configuring, and maintaining office and warehouse computer equipment (e.g., desktops, laptops, monitors, scanners, multi-function printers, tag printers, tablets, and cell phones).
• Manage and track all end user facing technology products, including hardware and software by documenting the products by user and location.
• Build a historical record of issues by clearly documenting reported problems (incidents) and steps for resolving the problems using ServiceNow.
• Assist FSA's with more complex technical issues.
• Document and disseminate identification and resolution of problems to avoid future redundant work efforts.
• Listen to concerns and resolve reported issues effectively and promptly.
• Commit to continuous improvement.
• Ensure and comply with end user response timeline (SLAs) based on the severity of reported issues including. documenting concise and accurate status information in the ServiceNow ticketing system
• Provide education and training to users as appropriate.
• Pursue training and development opportunities and strive to continuously build knowledge and skills.
• Assist with evaluations of new systems/technologies to determine product compatibility.
• Other duties as requested.

Requirements & Qualifications

• Bachelor's Degree or equivalent work experience in a related field required.
• 5+ years' experience supporting desktop and application technologies required such as Dell desktops/laptops, Lenovo laptops, HP Printers, Dot Matrix printers and handheld scanners.
• 3+ years' experience supporting the following applications and technologies preferred:
  • Threatlocker
  • Citrix Active Directory
  • TCPIP, DNS, DHCP, WINS
  • VPN client configuration
  • Support Desk Incident Management Software - ServiceNow
  • SQL or other standard databases
  • Microsoft Exchange/Outlook: Creating rules
  • Microsoft Excel: understanding Macros and formulas
  • Internet Explorer, Chrome, HTML, Win install, internet/intranet support issues
• 5+ years' experience providing IT support in a warehouse/office environment required.
• 5+ years' experience with all Microsoft Office products required.
• 5+ years' experience supporting Warehouse automation products (Wireless access points, Thin Clients, RF scanners, and label printers) required.
• Working knowledge and experience with troubleshooting network issues.
• Excellent troubleshooting and analytical skills required.
• Excellent customer service skills, with an ability to work with people with various technology backgrounds.
• Must have the ability to communicate effectively (verbal and written) across all levels within an organization.
• Detail oriented with interpersonal communication skills.
• Must be self-motivated, extremely resourceful, and able to work independently, with minimal supervision and as part of a cross functional team.
• Must be able to work in a fast-paced work environment; may be required to work additional hours to complete work efforts in response to reported problems and/or project assignments.
• Excellent written, verbal, business, and technical communication skills required.

Compensation

• Expected Base Salary Range: $29.12 - $38.84/HRLY

The salary range provided reflects the anticipated base pay for this position. Actual compensation will be determined based on a variety of factors, including the position's work location and geographic market, the candidate's skills, experience and education, internal pay equity, and other relevant business considerations

Benefits

• Competitive wages and bonuses
• Two Profit-Sharing Bonus potentials!
• The BEST medical insurance coverage!
  • Anthem plan with low co-pays, deductibles, and weekly contributions!
• Dental and vision insurance
• Paid Time Off
• Paid Holidays
• Employer-paid life insurance and disability insurances
• Flexible Spending and Health Saving Accounts
• 401(k) Plan with 100% employer matching contribution
• Job posting program for career growth opportunities with a great company!

WHY YARDE METALS?

Our associates are at the heart of everything we do. We believe that investing in our people, equipment and facilities creates a safer, stronger, and more successful operation.

• Operate modern, state-of-the-art equipment.
• Work in a company where safety comes first.
• Learn new skills and develop your career.
• Work with experienced teammates and supportive leaders.
• Be part of a team where your work and contributions are valued.
• Build a career with an established company that continues to invest in its associates and operations.

SAFETY. QUALITY. TEAMWORK. OPPORTUNITY.

If you're ready to build your skills, operate advanced equipment, and be part of a company that values its people, we want to hear from you.

Yarde Metals - Investing in our people. Investing in our future.

Yarde Metals is an Equal Opportunity Employer EEO/Disabled/Veterans. Yarde Metals Inc. provides equal employment opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. Export Control Compliance & ITAR Yarde Metals, Inc. works with technologies and materials subject to U.S. Government Export Control Laws and regulations. Upon hire, individuals must be available for work and in compliance with ITAR 22 CFR 120-130. Yarde Metals, Inc. reserves the right to inquire further on any matter bearing on the company's export compliance obligations. Drug Testing is a Condition of Employment Yarde Metals is a federal sub-contractor and is required to comply with the Drug Free Workplace Act of 1988 and as a result, prohibits the use of marijuana.