Support Analyst

Insteel Industries•Columbia, MO

7d•Onsite

About The Position

The Support Analyst III responds to inquiries, service requests, and outages involving the organization’s technology and computer systems, including hardware and software such as manufacturing applications, account maintenance, printing, office productivity software, operating systems, mobile devices, LAN/WAN connectivity, and remote access. The analyst identifies problems, troubleshoots and resolves issues or escalates them, and works with other Information Systems areas as needed. The role supports end users, manages and documents service desk incidents and requests, maintains client hardware and software profiles, coordinates request priorities, and provides user training and follow-up. It also processes employee account additions, modifications, and terminations in accordance with security policies and Sarbanes-Oxley controls, supports audits, maintains documentation, reviews service desk work for quality, prepares and analyzes performance reports, and creates and maintains knowledge resources. The position has no supervisory responsibilities. The work is typically performed in a professional, structured, office-based environment using a computer and standard office equipment. The physical demands are generally low and sedentary, with prolonged desk work and occasional standing, walking, or light lifting. Benefits include competitive base pay, performance-based bonus eligibility, paid time off including holidays and vacation, and a range of health, insurance, retirement, and other benefits.

Requirements

Strong verbal and written communication skills, including business English composition, spelling, and grammar.
Excellent problem-solving and critical-thinking abilities, including analyzing complex issues and developing effective solutions.
Ability to use experience and available resources to analyze and resolve problems effectively.
Ability to manage time, prioritize tasks, and meet deadlines in a fast-paced environment.
Ability to work independently and collaboratively with cross-functional teams.
Strong interpersonal skills and ability to work with users of varying technical skill levels.
Initiative and resourcefulness in researching, troubleshooting, and resolving issues.
Strong customer service orientation.
Ability to maintain confidentiality and handle sensitive information with integrity.
Ability to train end users individually and in groups.
Ability to follow, develop, and maintain technical procedures and process documentation, including diagramming.
Proficiency with PC-related software, including Microsoft Office, web-based applications, and similar tools.
Experience with Microsoft Exchange and Outlook in an enterprise email environment.
Understanding of enterprise directory services, including Microsoft Active Directory.
Knowledge of VOIP and telephony systems, such as Cisco Unified Communications.
Ability to support and troubleshoot audiovisual equipment, including projectors and display technologies.
Understanding of mobility and remote access technologies, including remote desktop, Cisco VPN, Mobile Device Management, and multi-factor authentication tools.
Understanding of cybersecurity threats such as viruses, malware, and phishing, and familiarity with antivirus and firewall solutions.
Working knowledge of company-specific applications or ability to learn new systems quickly.
At least 4 years of relevant experience in technical support, IT services, or a related field.
Experience in enterprise account services, preferably supporting Microsoft Active Directory environments.
Broad technical knowledge of computer hardware and software, including Windows operating systems; desktops, laptops, and thin clients; mobile devices such as Apple iOS; printers such as HP and Lenovo; and enterprise systems and applications such as Oracle.
Applicants must be authorized to work for any employer in the United States; applicants residing outside the U.S. who require visa sponsorship cannot be considered.

Nice To Haves

Bachelor’s degree in Computer Science, Information Technology, or a related technical field; an equivalent combination of education and experience may be considered.
Familiarity with IT service management frameworks such as ITIL; certification preferred.
Relevant technical or service certifications.

Responsibilities

Respond to end-user questions by telephone, email, or in person in a friendly and professional manner.
Interview users, collect information about problems, and guide them through diagnostic procedures to identify errors.
Log and track calls using Service Desk management software.
Gather accurate incident details for troubleshooting and escalation.
Research application problems and recommend or implement solutions.
Follow up with clients to ensure satisfaction.
Coordinate data recovery and reconstruction when necessary.
Act as a liaison between Application Development, Operations, and the client community.
Maintain and analyze client hardware and software profiles.
Maintain and coordinate prioritization of client requests.
Assist with training preparation and provide one-on-one user assistance as required.
Process employee account additions, modifications, and terminations promptly and in compliance with security policies, procedures, and Sarbanes-Oxley key controls.
Provide requested test data to auditors and management during Sarbanes-Oxley audits.
Maintain documentation for processing employee additions, modifications, and terminations at the Service Desk.
Perform quality and technical reviews of incidents and service requests to ensure accurate reporting and consistent practices.
Prepare Service Desk performance reports as requested.
Analyze service reports for trends and recommend changes to improve issue resolution and reduce call volume.
Create and maintain knowledge for internal and external knowledge services.
Perform other assigned duties and comply with organizational policies and applicable laws.