Support Analyst

Insteel Industries•Corporate, NC

4d•Onsite

About The Position

This role responds to inquiries, service requests and outages for the organization’s technology and computer systems, including all hardware and software, and including, but not limited to: manufacturing applications, account maintenance, printing, Office productivity suite, operating systems, mobility devices, LAN/WAN connectivity, and remote access. Identifies problems, provides troubleshooting and resolution or escalation and works closely with other I.S. areas to resolve problems as necessary.

Requirements

Strong verbal and written communication skills, including proper business English composition, spelling, and grammar.
Excellent problem-solving and critical thinking abilities to analyze complex issues and develop effective solutions.
Ability to use critical thinking, experience, and available resources to perform effective problem analysis and resolution.
Proven ability to manage time effectively, prioritize tasks, and meet deadlines in a fast-paced environment.
Demonstrated ability to work both independently and collaboratively within cross-functional teams.
Strong interpersonal skills with the ability to work effectively with users of varying technical skill levels.
Demonstrated initiative and resourcefulness in researching, troubleshooting, and resolving issues.
Strong customer service orientation with a focus on delivering exceptional technical support.
Ability to maintain confidentiality and handle sensitive information with integrity.
Ability to train end users in both one-on-one and group settings.
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 (e.g., Cisco Unified Communications).
Ability to support and troubleshoot audiovisual equipment such as projectors and display technologies.
Understanding of mobility and remote access technologies, including remote desktop, Cisco VPN, Mobile Device Management (MDM), and multi-factor authentication tools.
Strong understanding of cybersecurity threats (viruses, malware, phishing) and familiarity with antivirus and firewall solutions.
Working knowledge of company-specific applications or the ability to quickly learn new systems.
Bachelor’s degree in Computer Science, Information Technology, or a related technical field preferred; equivalent combination of education and experience may be considered.
Minimum of 4 years of relevant work 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 systems, including: Windows operating systems, Desktops, laptops, and thin clients, Mobile devices (e.g., Apple iOS), Printers (e.g., HP, Lenovo), Enterprise systems and applications (e.g., Oracle)

Nice To Haves

Familiarity with IT service management frameworks such as ITIL (certification preferred).
Relevant technical or service certifications are a plus.

Responsibilities

Support end-users in use of computer hardware and software by: Responding to user questions by telephone, e-mail, or on-site in a friendly, professional manner.
Interviewing user to collect information about his/her problem and leading user through diagnostic procedures to determine the source of error.
Logging and tracking calls using Service Desk management software.
Performing effective incident development to ensure accurate fact collection required to troubleshoot and/or escalate the issue.
Researching and identifying problems with applications; recommending and/or implementing solutions to those problems.
Initiating follow-up communication to ensure client satisfaction.
Coordinating data recovery and reconstruction whenever necessary for clients.
Serving as a liaison between Application Development, Operations, and the client community.
Maintaining and analyzing client hardware and software profiles.
Maintaining and coordinating prioritization of client requests.
Assisting in training preparation and providing one-on-one user assistance as required.
Maintain system user accounts by: Processing employee additions, modifications and terminations in a timely manner, and in compliance with Insteel Security Policies and Procedures and Sarbanes-Oxley key controls.
Providing test data as requested to auditors and management during Sarbanes-Oxley audits.
Maintain comprehensive documentation set for processing employee additions, modifications, and terminations at the Service Desk.
Performing quality and technical review of Incidents and Service Requests to ensure accurate reporting and consistent practices.
Ability to prepare Service Desk performance reports as requested.
Analyzing service reports for trends and making recommendations for changes to more efficiently resolve client issues and reduce call volume.
Creation and maintenance of knowledge for use in internal and external knowledge services.
Occasionally completes other duties as assigned.
Carries out responsibilities in accordance with the organization’s policies and applicable laws.

Benefits

Competitive base pay with bonus eligibility based on company performance
Opportunity for professional growth
Paid time off including holidays and vacation
Excellent benefits to include medical, dental, vision, company paid life/short-term disability/long-term disability insurance, flexible spending accounts (FSA), health savings account (HSA), 401(k) with match, company paid tele-health, stock purchase plan, tuition reimbursement assistance, and Employee Assistance Plan (EAP)

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