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pladis Global · 10 hours ago

Desktop Support Analyst

US Big Flats

Full-time

Onsite

Entry, Mid Level

$69K/yr - $87K/yr

2+ years exp

pladis Global is a fast-growing global biscuits and confectionery business seeking a Desktop Support Analyst. This role is responsible for providing Level II technical support for hardware and software, ensuring user satisfaction and compliance with service level agreements at the Big Flats production facility and other locations.

Consumer Goods

Responsibilities

Assists end users with the installation, configuration, and ongoing usability of desktop computers, printers, peripheral equipment and software within established standards and guidelines. (30%)

Ensure desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems, application servers, and administrative systems. (20%)

Works with external Service Desk, Infrastructure, Network Operations, and Regional IT staff as appropriate to determine and resolve problems received from end users. (20%)

Works with vendor support contacts to resolve technical problems with desktop computing equipment and software. (10%)

Interact with numerous computer platforms in a multi-layered client server environment to ensure stability. (10%)

Trains and orients end users on use of hardware and software. (10%)

Daily desktop support to system users utilizing outside pladis shared services or 3rd party IT department for more complicated issues, when necessary

Attend IT-related training sessions and conferences to keep skills and knowledge up to date

Comply with pladis Global IS Security Policies and Procedures and plant safety and GMP rules and regulations

Identify potential changes and system improvements to present to IT leads for consideration and implementation

All other duties and tasks as assigned by management to deliver excellent and timely quality of service to the pladis End User Community

Qualification

Windows 11Microsoft IntuneActive DirectoryServiceNowAnalytical skillsTroubleshooting skillsInterpersonal skills

Required

2-4 + years of IT experience

Working knowledge of Windows 11, Microsoft Intune, Active Directory, telecom, and networking

Working knowledge of Microsoft Suite including Word, Excel, Outlook, PowerPoint, SharePoint

Experience using enterprise IT ticketing systems, with a strong preference for ServiceNow

The ability to document, track, and resolve incidents and service requests ensuring compliance with service-level agreements (SLAs) and organizational standards

Strong analytical and troubleshooting skills, as well as the ability to meet all project deadlines

Bachelor's Degree in Information Technology preferred or relative experience

Valid driver's license

High energy level with good interpersonal skills, enabling effective collaboration with team members and prompt resolution of user issues