IT Service Desk Analyst I

Location

Neenah Foundry Co.
Neenah

Position Details

Full Time | Regular
This is a salaried position.
Salary Not Specified
Start Date Not Specified

Candidate Requirements

Associate's Degree Education
2+ years

Job Summary

The IT Service Desk Analyst I provides first level IT support to internal end users. This position is responsible for first-tier troubleshooting and resolving of IT issues, and/or appropriate ticket escalation and triage. Supported products and services include laptops, desktops, software applications, networks, client/server systems, phone systems, cell phones, peripheral devices and others.

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Functions

Competence

Edu & Exp

Physical

Travel

Functions
  • Provide first-tier contact and problem resolution for users with IT related issues and questions
  • Act as a liaison between users and IT staff to assure effective communication
  • Create accurate and timely logging of problems and resolutions via ticketing system
  • Escalate or triage in-depth or complex issues appropriately when necessary
  • Support level knowledge of Windows Desktop, Google Suite, Microsoft Office, and computer hardware
  • Maintain at least a minimal working knowledge of all 3rd party software used
  • Setup and maintain hardware and software to optimally meet user requirements
  • Review and update Service Desk knowledge base articles as assigned

This is not an exhaustive list of duties or functions and may not necessarily comprise all of the "essential functions" for purposes of the ADA. Job duties may change over time and additional job functions may become essential. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Competence
  • Advanced troubleshooting skills
  • Ability to courteously obtain and effectively convey concise information
  • Effective communication skills with end users of all levels via phone, electronically (chat/email), and in person
  • Ability to maintain professional and calm composure when handling difficult or stressful situations
  • Must be able to maintain confidentiality of data, systems, general and proprietary information, and passwords
  • Ability to make logical decisions
  • Must be able to be a self-starter, take initiative, and act independently to resolve issues and complete daily tasks
  • A positive “can-do” and team player attitude and willingness to learn new things and to collaborate with other members of the team
  • Ability to manage multiple priorities and follow through on projects to completion

This position description is intended to cover the most significant, ongoing job functions and competency areas. Successful performance in the role will require performing satisfactorily other duties as assigned.

Edu & Exp
  • 1-2 years of experience plus an Associate’s degree in an IT related field or comparable experience
  • College graduates with internships or some experience
Physical

Able to access every location in corporate office and plant where user workstations and network equipment reside. Use of keyboard and mouse, access rack-mounted equipment in computer room/plant, lift and move equipment such as monitors, PC’s, printers, etc.

Travel

Little to no travel is anticipated with this position

NEI is an equal opportunity employer and applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, veteran status, disability status or national origin.

Equal Opportunity Employer of Minorities, Females, Protected Veterans, and Individual with Disabilities.