Senior Analyst, IS Support Services

J.M. Smucker Co•Buffalo, NY

1d•$60,000 - $85,800•Onsite

About The Position

Your Opportunity as the Senior Analyst, IS Support Services As a Support Services team member, you provide insightful advice and friendly technical support to users in need. You quickly diagnose hardware and software issues, explaining situations with patience and empathy. After determining what the issue is, you offer solutions to quickly get users up and running again. Even if you're juggling more than one customer, you stay conscious of their time demands as well as your own. You fulfill Smuckers service commitment with style, speed, and skill. You earn the trust of customers and coworkers alike as you offer guidance, knowledge, and even tips and training. You are also a member of a manufacturing team and assist in managing vendors, projects, and site infrastructure. Location: Buffalo, NY Work Arrangements: Onsite Monday - Friday

Requirements

2+ years in a Help Desk or support position
Strong customer service skills
High attention to detail
Team player
Strong people skills and an aptitude for problem solving
Strong ability to prioritize tasks
Creative thinking
Ability to maintain composure and customer focus while troubleshooting and solving technical issues
Ability to adhere to a schedule of customer appointments
Demonstrates leadership in enhancements/projects
Skilled in the Microsoft Office Applications
Basic PowerShell knowledge

Nice To Haves

Knowledge of the ServiceNow Platform
Knowledge of the Genesys phone system
Project management and budgetary experience

Responsibilities

Provide Tier I & Tier II support for mobile devices (smart phones, pads, tablets)
Provide Tier I & Tier II support for Microsoft O365, desktop operating systems, printer, and software to end-users.
Provide Tier 1 & Tier II troubleshooting support for network, phone, and server issues.
Image, configure and deploy PCs in an enterprise environment.
Deploy and repair local and network printers.
Install and configure software applications.
Provision accounts in multiple SOX applications.
Ensures root cause is understood, documented, and creates a plan to address.
Thinks creatively and develops solutions for moderately complex issues.
Serves as an internal escalation path to the Support Services team.
Provide after-hours support as needed.
Document (create/update) Standard Operating Procedures (SOP’s)
Execute projects as directed by site and corporate leaders.
Maintain infrastructure and reinforce corporate standards across site locations.
Work with and supervise vendors within the terms of their contracts