IT Support Analyst

AESSEAL Inc. • Rockford, IL

2d • Onsite

About The Position

The IT Support Analyst provides first- and second-line IT support to AESSEAL’s North American customer base, with a likely base at AESSEAL Inc. in Rockford, Tennessee, and a global remit to support implementation of best practices and procedures across the AES Group. The role involves diagnosing and resolving hardware, software, and network problems, responding to user inquiries, and communicating solutions clearly through phone, email, and in-person support.

The analyst maintains systems through updates, patches, hardware and software installation, system checks, and support for daily backups and network checks. The position also requires prompt and accurate incident logging, escalation of complex issues, collaboration with other IT departments, user training, and participation in project work. Incident, change, and release management must follow ISO 20000 procedures and relevant application-specific processes. Responsibilities may vary according to project scope, and the employee may be assigned other reasonable tasks within their skills and ability.

Requirements

• Relevant IT qualification or certification, or a minimum of three years of related work experience.
• 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 operating systems, Microsoft Office, Microsoft 365, and helpdesk software.
• Experience using Active Directory, Microsoft desktop and server operating systems, Adobe Suite, antivirus software, and MDM software.
• Excellent written and oral communication skills.
• Ability to collaborate and work effectively with cross-functional teams.
• Strong problem-solving skills.
• Flexibility and adaptability in a changing business and technology environment.
• 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 associated risks.
• Ability to conduct technology analyses and research to support business needs and customer service.

Nice To Haves

• Certifications in change management, ISO 20000, or VoIP telephony systems; these are preferred but not required.
• A mindset for innovation and interest in exploring emerging technologies.
• Understanding of data analytics and the ability to use data for decision-making.
• Knowledge of relevant technologies and trends, including cloud computing, AI, and IoT, and how they may benefit the business.

Responsibilities

• Provide first- and second-line IT support and replenish relevant hardware for the North American customer base.
• Diagnose and resolve end-user hardware, software, and network issues, providing technical assistance and guidance.
• Respond to technical inquiries by phone, email, and in person, communicating solutions clearly and supporting user satisfaction.
• Log incidents and support interactions promptly and accurately in the helpdesk software, documenting resolutions and identifying trends.
• Install and configure hardware and software, including updates and patches, and conduct regular system checks.
• Provide cover for daily backup and network checks to maintain consistent department standards and customer service during leave or sickness.
• Escalate complex technical issues to specialized IT teams or higher-level support when necessary.
• Collaborate with other IT departments to resolve issues and implement effective solutions.
• Provide training to users on new software and hardware.
• Participate in project work when required and communicate technical details between colleagues and users.
• Carry out incident, change, and release management in accordance with ISO 20000 procedures and application-specific processes.
• Support the implementation of best practices and procedures across the AES Group.
• Carry out other reasonable tasks within the job holder’s level of skill and ability.

Benefits

• Job security for individuals who embrace AESSEAL’s 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.
• Work in a dynamic, clean, and friendly 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