IT Support Analyst

IMCD•Westlake, OH

7d•Onsite

About The Position

The IT Support Analyst is the primary point of contact for end users seeking support and maintenance in the organization’s desktop computing environment. The role installs, diagnoses, repairs, maintains, and upgrades PC hardware and equipment to support 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. This position is based at IMCD’s headquarters in Westlake, Ohio. The analyst responds to IT support-line calls and incidents and work requests submitted through JIRA Service Manager. Responsibilities also include preparing and maintaining end-user devices and software, supporting onboarding and offboarding, keeping asset records accurate, coordinating repairs and vendor support, and completing general IT support tasks assigned by IT management. The role may involve schedule changes with prior approval, occasional evening or weekend work, and lifting or moving hardware and packages weighing up to 20 kg. Travel expectations are limited to none.

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 Office-like applications and operating systems.
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.
Schedule changes must receive prior approval to accommodate support windows.

Nice To Haves

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

Responsibilities

Answer calls on the IT support line, create service tickets, and assist IMCD users with resolving their problems.
Escalate issues to other specialists within the group as required.
Respond to incidents and work requests received through JIRA Service Manager and resolve end-user incidents as promptly as possible.
Provide users with regular updates on lingering tickets and close resolved tickets promptly with appropriate information and time spent recorded.
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 assigned general IT support tasks, including accessible AD/App MACDs.
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.