IT Support Analyst

IMCD Deutschland GmbH & Co KG; Westlake (OH); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Healthcare

Dental

Vision

Retirement plans

Bonus eligibility

Job summary

IMCD Group in Westlake, Ohio is seeking an IT Support Analyst to be the main point of contact for end-users, handling desktop hardware, software installation, and service requests with a focus on service quality.

You will support daily IT operations, maintain documentation, assist with technology implementations, and ensure compliance with IT policies. Occasional after-hours work and multi-site support are possible.

Qualifications

• Minimum of 2 years IT support experience in a service desk or desktop support role.
• Familiarity with IT service management and ticketing systems.
• Basic understanding of networking concepts (TCP/IP, DNS, Wi‑Fi, VPN).

Responsibilities

• Answer the IT support line, create service tickets, and assist users; escalate as needed.
• Respond to incidents via JSM and provide regular updates until resolution.
• Configure and maintain laptops, desktops, and mobile devices.
• Install, configure, update, and troubleshoot approved software applications.
• Assist with onboarding/offboarding and account provisioning.
• Maintain IT asset inventory and coordinate hardware repairs or replacements.
• Provide general IT support and documentation for equipment usage.

Skills

End-user support

Troubleshooting

Communication

Time management

Education

Associate's degree in IT/Computer Science

Tools

JIRA Service Manager (JSM)

Intune

Azure

Active Directory / Entra ID

Office 365

VPN / networking basics

Job description

IT Support Analyst

About IMCD Group

IMCD Group, headquartered in Rotterdam, The Netherlands, is a leading global partner for the distribution and formulation of speciality chemicals and ingredients. IMCD is a strong, innovative business partner and solutions provider for producers of consumer, industrial and durable goods in multiple business sectors: Advanced Materials, Beauty & Personal Care, Coatings & Construction, Food & Nutrition, Home Care I&I (Industrial & Institutional), Industrial Solutions, Lubricants & Energy, and Pharmaceuticals.

In partnership with our suppliers, we offer a broad and deep product portfolio. With our over 80 application laboratories across 60 countries, we co-create formulations and offer solutions that allow our business partners to make products with a positive impact on the world of today and tomorrow. Our teams focus on providing commercial and operational excellence, using the best digital and logistics tools available to create a world of opportunity for our partners.

In 2025, with over 5,200 employees, IMCD realised revenues of EUR 4,779 million. IMCD N.V.’s shares are traded at Euronext Amsterdam (symbol: IMCD) and included in the Dutch ESG AEX index, as one of 25 companies within the AEX and AMX indices demonstrating best ESG practices.

Unleash a new element, Element [E]

IMCD has introduced a new, missing element to the chemical periodic table - Element [E]. For us, it stands for our Employees and their Entrepreneurial mindset, the driving force behind our success.

Position Summary

The IT Support Analyst is the main point of contact for end-users to receive support and maintenance within the organization's desktop computing environment. This includes installing, diagnosing, repairing, maintaining, and upgrading all PC hardware and equipment to ensure optimal workstation performance. This position troubleshoots problem areas (in person, by telephone, or via e-mail) in a timely, accurate, professional and with a "client service attitude" fashion and provides end-user assistance where required.

The IT Support Analyst supports daily IT operations, assists with technology implementations, maintains IT documentation and ensures compliance with company IT policies and security standards.

This position needs to work out of the Westlake, Ohio Headquarters.

Essential Job Functions

IT support line

Answer all calls on the IT support line, create service tickets and assist IMCD users to solve their problems. Escalate issues to other specialists within the group as required.

IT Support via JIRA Service Manager (JSM)

Respond to all incidents and work requests as received via incident management tickets. Respond to end user and resolve incidents as expediently as possible. Provide users with an update regularly for lingering tickets. Close tickets timely after resolution with the appropriate information and time spent on the incident.

Hardware and Software Management

Prepare, configure, deploy, and maintain laptops, desktops, mobile devices and other IT equipment.

Install, configure, update, and troubleshoot approved software applications.

Assist with onboarding and offboarding activities, including equipment provisioning, account setup and access removal.

Maintain accurate IT asset inventory and equipment assignment records.

Coordinate hardware repairs, warranty claims, equipment replacements and vendor support.

General IT support

As assigned by IT Management

AD/App MACDs as accessible to this individual

Unpacking, moving and disposing of IT hardware and equipment

Documentation on using IT equipment’s – AV systems, meeting rooms, reference guide for end users.

Assist the teams with other tasks as required.

Qualifications

Education

Associate’s degree with a preferred focus in Information Technology, Computer Science, or related field.

Additional related experience may offset the degree requirement.

Experience

A minimum of 2 years of experience in IT support, service desk, or desktop support.

Knowledge, Skills & Abilities

Ability to troubleshoot user computer hardware following profession best practices

IOS/Android, Intune, Azure knowledge beneficial

Possess an extensive knowledge of Microsoft Office and Office like Microsoft Applications and Operating Systems experience beneficial in JDE, Excel Macros, CompTIA+ preferred

Familiarity with Active Directory or Microsoft Entra ID, endpoint management and user administration.

Basic understanding of networking concepts, including TCP/IP, DNS, Wi‑Fi, and VPN.

Familiarity with IT service management and ticketing systems.

Understanding of cybersecurity best practices and endpoint protection.

Experience supporting users in a multi-site or corporate environment is an asset.

Strong analytical, troubleshooting and problem-solving skills.

Work Environment & Physical Requirements

Schedule changes must receive prior approval to accommodate support windows.

Some evening and weekend work may be required.

Ability to lift and move hardware/packages up to 20kgs.

Some weekend or after-hours work required from time to time.

Limited to no travel expectations.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Compensation & Benefits

A successful candidate’s actual compensation will be determined after considering factors such as work history, experience, skill set, and education. This does not include the value of IMCD’s benefits package, which offers bonus eligibility, healthcare, dental, vision, retirement plans, and additional programs designed to support employee well-being.