System Support Analyst

Standard Process Inc.•Town of Palmyra, WI

About The Position

Under the direction of the Manager, Service Desk, the System Support Analyst provides advanced technical support to end users across the organization and helps ensure the reliable day-to-day operation of endpoint devices, user technology services, and designated business systems. This role resolves escalated technical issues, supports executives and key business users, and partners with other IT teams to maintain secure, stable, and efficient technology services. The ideal candidate brings strong troubleshooting skills, a customer-focused mindset, and the ability to support a broad range of hardware, software, access, and endpoint management needs in a fast-paced environment.

Requirements

Five or more years of experience in IT support, service desk, or end-user support roles preferred.
Experience troubleshooting Windows-based desktop and laptop environments, standard business applications, printers, mobile devices, and account access issues.
Experience working with ticketing systems, knowledge bases, and standard IT support processes.
Experience supporting users in a professional office environment.
Strong troubleshooting and problem-solving skills across endpoint hardware, software, and user access issues.
Knowledge of service desk tools, ticket workflows, and support metrics.
Working knowledge of Microsoft 365, Active Directory or similar identity tools, VPN, remote support tools, and endpoint support practices.
Basic understanding of SQL and the ability to execute prewritten SQL scripts or queries in support of troubleshooting, validation, and approved ERP data maintenance activities, following established procedures and controls.
Strong verbal and written communication skills.
Strong customer service orientation and ability to work effectively with users at all levels of the organization.
Ability to prioritize multiple requests, manage time effectively, and work in a fast-paced support environment.
Ability to document clearly and follow standard operating procedures.
Ability to work collaboratively across IT teams to coordinate issue resolution.
Customer Focus
Problem Solving
Critical Thinking
Accountability
Communication
Teamwork
Initiative
Process Discipline

Nice To Haves

Bachelor’s degree in Information Technology, Computer Science, or a related field preferred. Equivalent combination of education and relevant experience may be considered.
ITIL Foundation certification preferred. Relevant technical certifications are a plus.
Experience working in regulated environments or supporting security and privacy requirements is a plus.

Responsibilities

Provide technical support for incidents and service requests received through ticketing systems, phone, email, or in person, ensuring timely resolution and a high-quality customer experience.
Provide Tier 3 support for incidents and service requests that cannot be resolved by Service Desk agents, including advanced troubleshooting, root cause analysis, escalation, and coordination with other IT teams as needed.
Provide responsive technical support for executives and other designated leadership roles, including endpoint, mobile, collaboration, conference room, and remote access support with professionalism, urgency, and discretion.
Troubleshoot, support, and maintain end-user hardware, software, and technology services, including desktops, laptops, printers, mobile devices, operating systems, collaboration tools, email, VPN, remote access, and basic network connectivity.
Support designated specialized systems, including physical building access and badge/access control platforms, and assist with troubleshooting manufacturing-related endpoint and system issues within established support boundaries.
Support the creation, testing, deployment, and rollout of new operating system images for desktops and laptops.
Assist with endpoint patching, software updates, remediation, and standard device maintenance activities to maintain security, compliance, performance, and operational readiness.
Create, modify, and disable user accounts and access rights in Active Directory or similar systems in accordance with established procedures and security requirements, and perform password resets and access-related troubleshooting.
Install, configure, deploy, maintain, and replace end-user hardware and software as needed.
Document incidents, resolutions, workarounds, and support procedures in the ticketing system and knowledge base, while maintaining accurate records of IT assets, support activity, and device lifecycle updates.
Monitor assigned queues, system alerts, and service interruptions, communicate status and next steps to users, and escalate issues appropriately.
Follow established IT service management processes, standards, and policies, including incident, request, access, and change procedures.