Analyst, IT Service, Deerfield

Nutrien•Deerfield, IL

9d•Onsite

About The Position

Reporting to the IT Sr. Manager, for the onsite Corporate Client Services group, the IT Analyst will work across a distributed team to provide technical Tier 2+ day-to-day support in a Windows-based environment for the Deerfield corporate office. The Site IT team provides outstanding customer service while owning and operating a robust and reliable IT infrastructure that our business partners depend upon. We accomplish this by leveraging our unparalleled knowledge of each site and cultivating trust and collaboration. As a true partner to our business customers, you will provide technical support that is effective and efficient and aligns with stakeholder requirements. This position will be required to maintain a noticeable presence at the Deerfield corporate office during core office hours, with possibility to participate in an on-call rotation to provide after-hours support for Executive and VIP staff, as necessary.

Requirements

Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent practical experience)
2+ years of experience in IT support or Site IT roles, preferably in a corporate enterprise environment
Proven experience providing Tier 2+ support and managing complex technical issues
Experience working with enterprise IT service management tools (e.g., ServiceNow)
Strong knowledge of Windows OS and endpoint troubleshooting, Microsoft 365 (Outlook, Teams, SharePoint, OneDrive), Active Directory / Azure AD / Entra ID, Endpoint management tools (e.g., Intune, SCCM)
Understanding of Networking fundamentals (TCP/IP, DNS, DHCP, Wi-Fi), AV/meeting room technologies, printer technologies, Mobile device support (iOS, Android)
Familiarity with ITIL processes and service management practices
Strong problem-solving and analytical skills with the ability to troubleshoot complex issues
Excellent communication skills, with the ability to translate technical concepts for non-technical users
Strong customer service orientation and ability to build trust with stakeholders
Ability to prioritize and manage multiple competing demands in a fast-paced environment
Demonstrated ability to collaborate with others and contribute to a positive team environment

Nice To Haves

Prior experience supporting executive/VIP users and high-visibility environments is an asset
Demonstrated experience contributing to or leading IT projects and initiatives

Responsibilities

Serve as a trusted IT partner for business stakeholders at the Deerfield corporate office
Provide advanced (Tier 2+) support for end-user issues across desktops, laptops, mobile devices, collaboration tools, peripherals and printers
Ensure AV/meeting room technologies are operational and support large-scale meetings and events
Act as an escalation point for complex technical issues and drive resolution across teams
Deliver a high-touch support experience for corporate users, including VIP/executive support where required
Identify recurring issues and proactively implement solutions to improve the overall user experience
Own and support day-to-day IT operations for the Deerfield corporate office and other sites in the Chicago-area (e.g. Waukegan hangar)
Provide hands-on support for infrastructure at Chicago data center as needed
Coordinate with global IT teams (network, security, endpoint, applications) to resolve issues and deliver services
Promote IT standards, security practices, and compliance requirements
Manage hardware lifecycle processes including provisioning, refresh, and asset tracking
Perform system configurations, deployments, and upgrades in alignment with enterprise standards