IT Service Desk Analyst

Barry-Wehmiller Companies Inc.; Green Bay (WI); On-site; USD 42,000 - 60,000; Full time

Job summary

Barry-Wehmiller, a global engineering and manufacturing technology leader, seeks an IT Service Desk Analyst to deliver exceptional internal support across PCs and mobile devices. You will resolve incidents, deploy PC images, and communicate effectively via in-person, phone, email, or remote channels.

This office-based role emphasizes world-class customer service, rapid issue resolution, and collaboration with a global team to ensure secure, up-to-date systems and satisfied internal customers.

Qualifications

• Customer service and technical troubleshooting experience required.
• Strong written and verbal communication skills essential.
• Basic IT knowledge and familiarity with PC/hardware/software.
• A+ certification is preferred but not required.

Responsibilities

• Provide world class IT support to internal customers.
• Respond to incident tickets and deliver first-level resolution.
• Migrate and deploy PCs and PC images.
• Collaborate with the global IT support team for timely resolutions.
• Document resolutions in the incident history and update knowledge base.

Skills

Customer service

Troubleshooting

Communication skills

IT knowledge

Education

Associate degree in IT or related field

A+ certification desired

Tools

Ticketing system

Remote support tools

PC imaging/deployment

Job description

About Us: Barry-Wehmiller is a diversified global supplier of engineering consulting and manufacturing technology for the packaging, corrugating, sheeting and paper-converting industries. By blending people-centric leadership with disciplined operational strategies and purpose-driven growth, Barry-Wehmiller has become a $3 billion organization with nearly 12,000 team members united by a common belief: to use the power of business to build a better world.

Job Description

The Enterprise IT Service Desk Analyst’s role is to provide our internal customers with an exceptional experience for every contact. The IT Service Desk Analyst will assist our customers with all aspects of their PC and mobile device-related challenges. This includes resolution of incidents that may result in installing, diagnosing, repairing, maintaining, or upgrading the PC, its peripherals, or the software in use. The IT Service Desk Analyst always strives to exceed the customer’s expectations by providing solutions whether in person, remotely by telephone, e-mail, or other means necessary to deliver consistent and superior service.

Principal Duties and Responsibilities (Essential Functions)

• Provide world class customer support.
• First level response to incident tickets.
• Accept and solve support issues.
• Migrate and deploy PC’s/ PC images.
• Function and communicate in a global support team.
• Respond to ticketing incidents by priority and assignment.
• Support customers through superb communication in person, by telephone and or email.
• Fully document resolution, and communication history to customer in incident ticket.
• If appropriate, convert resolution to knowledge base document to share with other team members.
• Diagnose, analyze, and resolve PC and software problems for internal customers through incident ticketing system.
• Analyze root cause and implement corrective solutions.
• Deploy new equipment to customers from unpacking to delivery.
• Collaborate with the infrastructure team to ensure efficient operations.
• Assist in resolving issues with customers on server-based software products.
• When working on any PC, ensure the latest security settings, antivirus, and application patches are applied.
• Use tools and applications for monitoring PC performance and provide performance statistics and reports.
• Maintain inventory of all hardware and software.
• When necessary, contact third-party support and PC equipment vendors.
• Maintain knowledge of current IT trends and advancements.
• Responsible for other opportunities as required.

Job Specifications

• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a fast-paced environment.
• Strong written and oral communication skills.
• Strong customer relationship skills.
• Strong troubleshooting skills and knowledge of IT hardware and software.
• Ability to conduct research into software issues and products as required.
• Strong organizational skills with keen attention to detail.

Required Education and Experience

An associate degree in the field of business administration, computer science, or management information systems and/or 3-5 years of related work experience is preferred. A+ certification is desired. Experience working in a team-oriented, collaborative environment.

Supervisory/Responsibility

Individual contributor w/no direct reports

Work Environment

This is an office position.

Position Type

This is a regular, full-time position with frequent overtime. Must be able, available, and willing to work more than 40 hours per week, including scheduled and unscheduled overtime. Full time – Five days a week - In the office position (Service Desk is the face of IT) On-call availability and some evening and weekend hours.

Travel

Travel could be up to 15% (out of town) as needed for remote support.

Physical Demands

The physical demands described here are representative of those performed in the job duties. The employee sits at a desk and uses a computer for prolonged periods of time. Performing the role frequently uses close vision, speech, hearing, and dexterity to operate office equipment. The employee must occasionally lift and/or move up to 15 pounds.

Disclaimer

The above information in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It’s not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of employees assigned to this job. This job description is subject to change at any time.

At Barry-Wehmiller we recognize that people come with a wealth of experience and talent beyond just the technical requirements of a job.

If your experience is close to what you see listed here, please still consider applying.

We know that our differences often can bring about innovation, excellence and meaningful work—therefore, people from all backgrounds are encouraged to apply to our positions.

Please let us know if you require reasonable accommodations during the interview process.

Barry-Wehmiller is an equal opportunity employer.

M/F/D/V

This organization uses E-Verify.

Applicants may be subject to pre-employment screening which may include drug screening, reference checks, employment verifications, background screening and/or skills assessments.

Company

BW Corporate US Throughout Barry-Wehmiller, we hold ourselves to a unique measure of success: by the way we touch the lives of people. It’s that vision that drives us in creating world-class experiences and solutions for our customers and unites us around our common goal—to use the power of our business to build a better world.

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