IT Support Analyst

IMCD Group B.V.•Westlake, OH

1d•Onsite

About The Position

The IT Support Analyst is the main point of contact for end users needing support and maintenance within the organization's desktop computing environment. The role installs, diagnoses, repairs, maintains, and upgrades PC hardware and equipment to ensure optimal workstation performance. It troubleshoots issues in person, by telephone, or by email in a timely and professional manner, provides end-user assistance, supports daily IT operations and technology implementations, maintains IT documentation, and helps ensure compliance with company IT policies and security standards. The position is based at IMCD's Westlake, Ohio headquarters.

Requirements

Associate's degree, preferably focused on Information Technology, Computer Science, or a related field; additional related experience may offset the degree requirement.
At least 2 years of experience in IT support, service desk, or desktop support.
Ability to troubleshoot user computer hardware using professional best practices.
Knowledge of Microsoft Office and Microsoft applications.
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.
Strong analytical, troubleshooting, and problem-solving skills.
Ability to lift and move hardware or packages weighing up to 20 kg.

Nice To Haves

Knowledge of iOS/Android, Intune, and Azure.
Experience with operating systems and applications such as JDE and Excel Macros.
CompTIA+ certification.
Experience supporting users in a multi-site or corporate environment.

Responsibilities

Answer calls to the IT support line, create service tickets, help IMCD users resolve problems, and escalate issues to other specialists as needed.
Respond to incidents and work requests received through JIRA Service Manager, resolve incidents promptly, provide regular updates on lingering tickets, and close resolved tickets with appropriate information and time records.
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, 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.
Perform general IT support tasks assigned by IT Management.
Perform accessible Active Directory application, modification, and deactivation tasks.
Unpack, move, and dispose of IT hardware and equipment.
Create documentation and end-user reference guides for IT equipment, AV systems, and meeting rooms.
Assist teams with other tasks as required.