On-Site Support, Analyst II

Vanair®, a Lincoln Electric Company; Michigan City (IN); On-site; USD 55,000 - 75,000; Full time

Job summary

Vanair®, a Lincoln Electric Company, is seeking an IT On-Site Support Analyst II to manage end-user incidents, service requests, and training in Michigan City, IN. You will install and maintain desktops, laptops, peripherals, and conferencing equipment while following ITIL-aligned processes.

You will handle AD/M365 administration, security enforcement, and asset management, collaborating with desktop, network, and sysadmin teams to resolve complex issues.

Qualifications

• Bachelor’s degree in CS or equivalent, plus 2 years supporting internal desktops; 3 years if no degree.
• CompTIA+ preferred.
• Strong knowledge of AD, M365, Windows, iOS, Intune, and security.
• Experience with hardware, network and software troubleshooting.
• LAN/WAN, Wi-Fi and switch management.
• Ability to train end-users and create documentation.

Responsibilities

• Manage tickets, tasks and projects within support zone.
• Provide advanced technical support and assist end-users with hardware and software issues.
• Install, configure, and maintain desktops, laptops, mobiles, printers and peripherals.
• Install, configure, and troubleshoot software, OS updates, licensing, and security.
• Manage user accounts, permissions, access control, and provisioning/de-provisioning.
• Identify and resolve network connectivity and general IT issues; escalate when needed.
• Maintain detailed records; create and update knowledge base articles.
• Enforce security policies and best practices to protect data.
• Experience with AV conference room equipment and troubleshooting.
• Coordinate with desktop, network and sysadmin teams for cross-functional issues.
• Provide end-user training on hardware, software, and security best practices.
• Maintain IT asset inventory and manage vendor relationships for warranty/repairs.

Skills

End-user support

Strong communication

Team collaboration

Troubleshooting

Training users

Education

Bachelor’s degree in computer science

CompTIA+ certificate

Tools

Active Directory

Microsoft 365

Intune

Windows OS

Ivanti ITSM

LAN/WAN networks

Job description

The IT On-Site Support Analyst II is an intermediate analyst job function, and is responsible for managing the tickets, tasks and projects from his/her support zone. The analyst will focus on resolving incidents, fulfilling service requests, and providing end user training and consulting. Responsible for implementation work related to deployment of IT services and equipment. The analyst must use technical tools, such as the knowledge base, and an IT service management system (Ivanti) to improve the end user experience.

This position will be based onsite at Vanair Industries (a Lincoln Electric Co) in Michigan City, IN.

Responsibilities:

• Working follow guidelines and moderate guidance.
• Provide advanced technical support and assistance to end-users, resolving hardware and software issues promptly and effectively.
• Install, configure, and maintain desktops, laptops, mobile devices, printers, and other computer peripherals.
• Install, configure, and troubleshoot software applications, operating systems, and updates. Ensure software compliance and licensing.
• Manage user accounts, permissions, and access control, including password resets and account provisioning/de-provisioning.
• Identify and resolve network connectivity and general IT-related issues for end-users. Escalate complex problems to higher-level IT teams when necessary.
• Maintain detailed records of support requests, solutions, and configurations. Create and update technical documentation and knowledge base articles.
• Implement and enforce security policies and best practices, ensuring the protection of sensitive data and compliance with security regulations.
• Experience with A/V conference room equipment and conference room troubleshooting.
• Following orientation from other IT teams, including desktop engineers, network administrators and system administrators, to resolve issues that require cross-functional expertise.
• Provide training to end-users on hardware and software usage, best practices, and security awareness.
• Maintain an inventory of IT assets, including computers, peripherals, and software licenses.
• Manage relationships with hardware and software vendors to facilitate warranty claims, repairs, and procure necessary equipment.

Education and Requirements:

• Bachelor’s degree in computer science (equivalent), and 2 years of experience supporting internal desktop systems, application training and overall incident ownership and management. 3 years of experience required if no degree.
• CompTIA+ Certificate preferred.
• Working knowledge of Microsoft Active Directory, Microsoft M365 technologies (Teams, meetings, OneDrive, Enterprise Apps, Intune), Windows OS, Apple iOS, administration and security, deployment and management, automation technologies.
• Experience with extensive hardware, network and software troubleshooting.
• Hands on experience on LAN/ WAN Networks; working and managing a switched network.
• Experience on how to make LAN cables, working with Wi-Fi / Access point configurations
• In depth knowledge of MS Teams, and other video conferencing and projection solutions.
• Strong verbal and written communication skills, as you will interact with end-users of varying technical backgrounds.
• Excellent problem-solving and critical thinking abilities to diagnose and resolve technical issues efficiently.
• A strong commitment to providing excellent customer service and a patient, friendly demeanor.
• Ability to work effectively in a team and collaborate with other IT professionals.
• Efficiently manage and prioritize multiple support requests and tasks.
• Stay updated on the latest technological trends and adapt to new tools and technologies.
• Understand IT security best practices and the ability to enforce security policies.