Desktop Support Analyst

Power Solutions International Inc•Wood Dale, IL

23h•$70,000 - $80,000•Onsite

About The Position

The Desktop Support Analyst is the initial point of contact for investigating and resolving software and hardware problems for computer users. The role provides end-user support to more than 150–200 users across two locations using Windows 10, Office 365, Epicor, and two VPNs. Power Solutions International (PSI) manufactures emissions-certified powertrains and customized, integrated turnkey solutions for equipment manufacturers in industrial, transportation, and energy markets. Its facilities include one million square feet of engineering, assembly, operations, and distribution space across seven facilities.

Requirements

Associate degree in Computer Science, Computer Engineering, MIS, or IT preferred; direct applicable work experience may substitute for the degree on a year-for-year basis if it has built relevant competencies and subject-matter expertise.
On-site support experience.
Technical aptitude and experience troubleshooting in a networked Windows 10 environment, Office 365, and VPN, especially access-rights and connectivity issues.
Ability to work on various assignments simultaneously.
Ability to communicate tactfully, verbally and in writing, with department heads, managers, coworkers, and vendors to resolve problems and negotiate resolutions.
Must be available to work off shift as needed.

Nice To Haves

Experience troubleshooting in a manufacturing environment, including experience with an ERP system; Epicor experience is ideal.
Ability to work well with others in a team environment.
Strong problem-solving skills.

Responsibilities

Evaluate, prioritize, and respond to incoming trouble tickets and user requests received by telephone, voicemail, email, or in person.
Assist users experiencing hardware, software, networking, and other computer-technology problems.
Log help desk interactions, track and route problems and requests, and document resolutions according to standard procedures.
Prepare activity reports as needed.
Collect information about problems and guide users through diagnostic procedures to identify sources of errors.
Determine whether problems are caused by hardware such as modems, printers, cables, or telephones.
Recognize, research, isolate, and resolve routine user problems, and follow up; refer more complex problems to a supervisor or technical staff.
Stay current with company system information, changes, and updates.
Troubleshoot and install Microsoft Office applications and build computers using Windows 10.
Perform other duties as assigned by management.