Senior Help Desk Analyst

NCH Corporation • Irving, TX

238d • Hybrid

About The Position

Thank you for exploring a career with NCH Corporation, an international company where we work in small teams that have a direct impact on success. We're seeking a highly skilled Senior Help Desk Analyst to join our PPG group. In this role, you will be responsible for performing a variety of technical duties including on-site and remote technical support for both our Irving corporate office, Dallas Distribution Center, and field associates. You will also provide end-user hardware and software support, troubleshoot technical problems, assist with technology related projects, conduct end-user training, and assist coworkers as needed. If you're seeking experience and growth in a personable, stable yet thriving environment, our Senior Help Desk Analyst could be a match for you!

Requirements

• Availability between 6 AM - 3 PM CS
• Bachelor's degree in Computer Science, Information Systems or other related technical discipline
• 3-5 years of Service Desk or Help Desk experience preferred
• Experience supporting Manufacturing ERP systems, Accounting systems, and EDI translation/communication software (Oracle, MAX and Great Plains preferred)
• Working knowledge of and ability to install, configure, maintain, and troubleshoot computers, mobile devices, phone systems, wired and wireless networks, applications, printers (regular, label, etc.) and related hardware and software
• Proficiency in customer relationship management (CRM) and task management software
• Excellent social skills and the ability to patiently and consistently interact and communicate with people at all levels of the organization in a support and training role
• Ability to communicate technical information to non-technical personnel both in writing and verbally
• Accurate, efficient and timely execution of tasks
• Must be detail oriented and well organized
• Ability to multi-task, handle multiple projects simultaneously, and work under tight deadlines
• Knowledge of Microsoft Office, Office 365, Active Directory, Windows, Mac, IOS and Android required
• Strong understanding of TCP / IP Protocols, WYSE Terminals, Terminal Servers Management
• Fundamental understanding of basic enterprise networking required
• Knowledge of cybersecurity best-practices required

Responsibilities

• Provide timely and professional IT customer support to staff in-person or remotely by phone, email, or remote support tools per established policies, procedures, and service-level agreements
• Provide in-person support for Dallas Distribution Center, or other special circumstances requiring travel as needed
• Diagnose, repair, install, configure, and maintain end-user technology such as PC and Mac desktops/laptops, mobile devices, scan guns, printers, copiers, peripherals, and A/V equipment
• Support end-user software applications, including third-party and custom applications, and perform software installations and updates
• Perform basic system administration tasks including account provisioning/de-provisioning, computer imaging, email setup, and distribution list/security group management
• Maintain detailed service and maintenance records, inventory information, and knowledgebase articles using established helpdesk ticketing and inventory software
• Maintain spare parts and supplies inventory for printers, desktops, and laptops
• Manage and maintain Software Licenses and Maintenance Inventory
• Create, update, and maintain documentation as required
• Provide end-user training and instruction on systems, applications, security best practices, and company/IT policies in order to maximize end-user productivity
• Install and repair various types of wiring such as Ethernet, fiber, coax, audio/video, or telephones
• Maintain confidentiality with regard to the information being processed, stored, or accessed by the end-users on the network
• Maintain knowledge of company policies and procedures to both monitor and promote compliance
• Reduce help desk incidents by performing proactive maintenance and repairs
• Assist in research and procurement of technology assets

Benefits

• Paid vacation and holiday leave
• Wellness initiatives (on-site fitness facility and cafeteria, treadmill conference room, planned activities)
• Community involvement (volunteering, fundraisers, charity events, school sponsorships and donations)
• Employee recognition programs (appreciation week, awards and ceremonies)
• Personal and professional development and growth
• Tuition reimbursement
• Financial wellness (retirement options, 401K match, employee credit union)
• Benefits package (medical, dental, vision, life, long and short-term disability)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Chemical Manufacturing
• Education Level: Bachelor's degree