Analyst, IS Support Services

The J.M. Smucker Co.•Cleveland, OH

21h•Onsite

About The Position

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 quickly diagnose hardware and software issues, explaining situations with patience and empathy. After determining what the issue is, you offer solutions to quickly get users up and running again. Even if you're juggling more than one customer, you stay conscious of their time demands as well as your own. You fulfill Smucker's service commitment with style, speed, and skill. You earn the trust of customers and coworkers alike as you offer guidance, knowledge, and even tips and training. Location: Orrville, OH (Close proximity to Cleveland/Akron) Work Arrangements: Onsite Monday - Friday In this role you will: Provide Tier I & Tier II support for mobile devices (smart phones, pads, tablets) Provide Tier I & Tier II support for Microsoft O365, desktop operating systems and software to end-users. Image, configure and deploy PCs in an enterprise environment. Deploy and repair local and network printers. Install and configure software applications. Answer Calls/Emails/Chats via contact center. Provide after-hours support as needed. Document (create/update) Standard Operating Procedures (SOP’s). 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 believe in supporting every employee by meeting their physical, emotional, and financial needs. What we are looking for: Minimum Requirements: Internship or at least 1 year in a Help Desk or support position 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 Team player Skilled in Microsoft Office Applications Exceptional communication, professionalism, and customer‑facing poise when supporting high‑visibility users Additional skills and experience that we think would make someone successful in this role (not required): Bachelor’s degree Knowledge of the ServiceNow Platform Familiarity with Intune Familiarity with Windows Autopilot workflows Familiarity with Splunk Skilled in Active Directory PowerShell Basics Follow us on LinkedIn® We are a community of passionate, talented professionals committed to making food people and pets love while supporting all those who count on our business. We celebrate the uniqueness of each individual, promote their development and growth and ensure effective collaboration and continued productivity to drive the success of our organization. You deserve a positive and encouraging work environment. One that allows you to deliver your best work and become your best professional self. That is exactly what you will find at Smucker. Inspired by our unique culture, we are determined to support every employee holistically by meeting their physical, emotional and financial needs through: Our Total Rewards benefits Continuous opportunities to learn, grow and develop Our continued progress to become an inclusive and diverse organization. We are taking meaningful steps to enhance the inclusivity of our workplace and the diversity of our organization. Learn more We believe success is driving business growth while also helping those associated with our Company thrive. Learn more The J. M. Smucker Co. (the “Company”) is an Equal Opportunity Employer. No person will be discriminated against in hiring or in any other aspect of their employment on the basis of race, color, religion, sex (including pregnancy), age, national origin, ancestry, citizenship status, sexual orientation, gender identity or expression, transgender status, marital status, familial status, disability, genetic information, protected veteran/military status, or any other characteristic protected by applicable federal, state or local law.

Requirements

Internship or at least 1 year in a Help Desk or support position
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
Team player
Skilled in Microsoft Office Applications
Exceptional communication, professionalism, and customer‑facing poise when supporting high‑visibility users

Nice To Haves

Bachelor’s degree
Knowledge of the ServiceNow Platform
Familiarity with Intune
Familiarity with Windows Autopilot workflows
Familiarity with Splunk
Skilled in Active Directory
PowerShell Basics

Responsibilities

Provide Tier I & Tier II support for mobile devices (smart phones, pads, tablets)
Provide Tier I & Tier II support for Microsoft O365, desktop operating systems and software to end-users.
Image, configure and deploy PCs in an enterprise environment.
Deploy and repair local and network printers.
Install and configure software applications.
Answer Calls/Emails/Chats via contact center.
Provide after-hours support as needed.
Document (create/update) Standard Operating Procedures (SOP’s).