Technical (Help Desk) Support Analyst

Barnes•East Granby, CT

19h•Onsite

About The Position

This role involves providing comprehensive technical support to the user community across the organization, managing PC workstations, and maintaining local telephone and voicemail systems. Key responsibilities include daily maintenance, problem resolution via the Corporate Helpdesk, operating system patches, software upgrades, and routine hardware configuration. The analyst will also participate in key projects related to security, OS upgrades, active directory, and other network/data center improvements, ensuring compliance with IT security standards and policies. The position requires supporting end-users with Office 365 & MFA applications, creating and disabling Active Directory and e-Mail accounts, and assisting with e-Mail on mobile devices. Building relationships with internal customers, becoming knowledgeable of divisional projects, and assisting with developing plans to address future project and IT-based business needs are also crucial. The role includes providing user training for new users, maintaining network security, performing updates, and managing networked and stand-alone printers. Support extends to all users at all locations and involves working with an IT Service Partner on escalations and continuous relationship building. Additionally, the analyst will support the manufacturing/OT function of the facility and other sites as required.

Requirements

3 plus years of experience in Level 1 & 2 technical support role.
Experience in Office 365 & MFA application and operation.
Ability to communicate ideas in both technical and user-friendly language.
Self-motivated and directed, keen attention to detail and customer service orientation.
Project management, research, analytical and creative problem-solving abilities.
Effective written, oral and interpersonal communication skills are critical.
Strong Team Player and ability to work in a fast – paced deadline driven environment.
Previous responsibility for providing customer support.
Ability to meet deadlines.
Experience with relational databases, project management, SaaS applications and ERP systems.

Responsibilities

Support all PC workstations throughout the organization and provide technical support to the user community.
Support local telephone and voicemail system.
Daily maintenance and problem resolution via Corporate Helpdesk, operating system patches and software upgrades, and routine hardware configuration.
Participate in key projects related to security, OS upgrades, active directory and other network/data center improvements in compliance with IT security standards and policies.
Able to assess current needs and requirements and develop roadmap for solution(s).
Support the end user with Office 365 & MFA application(s).
Create / Disable Active Directory accounts and e-Mail accounts, assist with e-Mail on mobile devices.
Build relationships with internal customers, become knowledgeable of divisional projects, and assist with developing plans to address future project and IT-based business needs.
Actively participate on all site teams and activities including Zone Leadership, corporate audits, self-audits and BES/continuous improvement events.
Responsible for providing user training for new users, maintaining network security, and performing updates.
Manage network of computers and networked and stand-alone printers.
Support all users at all locations as time permits.
Work with IT Service Partner on escalations and continuous building of the relationship by empowering them with timely feedback.
Support the manufacturing/OT function of facility and other sites as required.