Systems & Support Analyst

Americhem•Cuyahoga Falls, OH

About The Position

Americhem is a globally recognized designer and manufacturer of custom color masterbatch, functional additives, engineered compounds and performance technologies. Our business is built around delivering Performance, Solutions and Trust through close collaboration with customers seeking to optimize their polymer products. All of our products are backed by complete technical support that ensures quality, reliability, and value. We are seeking a Systems & Support Analyst who will be responsible for establishing and providing best-in-class support services to ensure the efficiency and effectiveness of the organization’s information/business systems on a global basis. An energetic and service-oriented individual with the ability to prioritize the needs and requests of internal and external customers, as well as the capability to effectively communicate across the organization is critical to success in this role.

Requirements

Associate or Bachelor’s degree (information technology, computer science or relevant). Advanced degree of relevance a plus
Minimum 2-3 years working in a service desk environment with Change Management
Minimum 1-2 years working in a global and distributed environment

Nice To Haves

Strong organizational and time management skills, with the ability to multitask, plan, and adapt to changing priorities.
Excellent interpersonal, communication, and relationship-building skills, including conflict management and teamwork.
Results-driven, self-directed, with strong problem-solving abilities and the capacity to manage projects from inception to completion.
Committed to continuous learning and professional development through workshops, networking, and staying current on IT trends

Responsibilities

Lead and manage all Service Desk operations, including ticket intake, prioritization, assignment, escalation
Provide Tier 2 support, ensuring timely communication and prompt resolution
Provide user and system support across Active Directory, Azure AD/Entra ID, collaboration tools, legacy applications, and endpoint environments.
Manage IT asset lifecycle activities, including procurement, configuration, deployment, tracking, decommissioning, and documentation for workstations and mobile devices.
Support employee onboarding, offboarding, and role changes by provisioning, securing, and decommissioning IT assets in compliance with company policies.
Administer and support mobile devices, endpoint security controls, vulnerability remediation, and participate in security incident response.
Leverage ITIL-based processes to perform root cause analysis, drive continuous improvement, and implement sustainable solutions, with a focus on IT process automation.
Plan, execute, and document IT projects, including timelines, milestones, status reporting, and ensuring delivery aligns with specifications and standards.
Collaborate closely with IT leadership and internal/external stakeholders to ensure effective coverage, communication, and customer-focused service delivery.
Participate in disaster recovery planning, testing, after-hours support as required, and adherence to SLAs, standards, and operational procedures.
Continuously improve job knowledge, identify business improvement opportunities, communicate policies effectively, and contribute to organizational, team, and safety goals.