IT Support Analyst

AESSEAL • Rockford, IL

21h

About The Position

AESSEAL is hiring an IT Support Analyst, likely based at AESSEAL Inc. in Rockford, Tennessee, with a global remit to support implementation of best practices and procedures across the AES Group. The role provides first- and second-line IT support and hardware replenishment for the North American customer base, supporting users and maintaining consistent service standards. The analyst will configure and install hardware and software, manage and document incidents, and contribute to project work and IT service management processes. The position works with other IT teams and colleagues to resolve issues, communicate technical details, and support users. AESSEAL designs and manufactures mechanical seals and related systems, operates from 235 locations in 104 countries, and emphasizes customer service, ethical standards, and environmental benefits from its products.

Requirements

• Excellent written and oral communication skills.
• Ability to foster collaboration and work effectively with cross-functional teams.
• Innovation mindset and ability to explore emerging technologies.
• Strong problem-solving skills.
• Flexibility and adaptability in a changing business and technology environment.
• Understanding of data analytics and ability to use data for decision-making.
• Knowledge of relevant technologies and trends, including cloud computing, AI, and IoT, and potential business benefits.
• Knowledge of internet, intranet, Wi-Fi access, and email.
• Knowledge of mobile and smartphone technologies.
• Knowledge of antivirus and backup software.
• Basic understanding of network technologies and associated hardware and software.
• Understanding of cybersecurity principles and ability to manage associated risks.
• Ability to conduct technological analyses and research to support business performance and customer service.
• Experience installing and configuring hardware and software.
• Ability to diagnose and troubleshoot hardware faults involving desktops, laptops, printers/scanners, and telephones.
• Ability to diagnose and troubleshoot software faults involving Windows-based operating systems, Microsoft Office, and Microsoft 365.
• Experience using helpdesk software, Active Directory, Microsoft desktop and server operating systems, Adobe Suite, antivirus software, and MDM software.
• A relevant IT qualification/certification or a minimum of three years of related work experience.

Nice To Haves

• Certifications in change management, ISO 20000, or VoIP telephony systems are preferred but not required.

Responsibilities

• Diagnose and resolve hardware, software, and network issues, providing technical assistance and guidance to end users.
• Respond to technical inquiries by phone, email, and in person, communicating solutions clearly.
• Install system updates, patches, hardware, and software, and perform regular system checks.
• Document support tickets, user interactions, and resolutions accurately and promptly in the helpdesk software.
• Escalate complex technical issues to specialized IT teams or higher-level support when needed.
• Collaborate with other IT departments to resolve issues and implement effective solutions.
• Train users on new software and hardware.
• Provide first- and second-line IT support and replenish relevant hardware for the North American customer base.
• Cover daily backup and network checks during annual leave or sickness to maintain service standards.
• Participate in project work as required and communicate technical details between colleagues and users.
• Follow Incident, Change, and Release Management processes and procedures, including ISO 20000 and application-specific processes.
• Support implementation of best practices and procedures across the AES Group.

Benefits

• Job security for individuals who embrace AESSEAL culture and values.
• On-site secure parking and bike storage facilities.
• Exposure to high-level management and business directors.
• Opportunity to travel throughout the AES Engineering Group.
• Dynamic, clean, and friendly work environment with on-site machinery and test facilities.
• Opportunity to be part of a team that challenges how the business operates.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed