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IT Service Desk Analyst in Germantown, WI at Ellsworth Corporation

Date Posted: 5/23/2018

Job Snapshot

Job Description

Ellsworth Corporation is an industry leading distributor of adhesives and other formulated systems and services. We are a global corporation, specializing in the distribution, manufacturing and custom filling of adhesives, specialty chemicals and dispensing equipment. With over 40 years of experience in adhesive applications, we have become a premier provider of adhesive systems and services. Currently we have a Service Desk Analyst opportunity at Ellsworth Corporation, located in Germantown, WI.

Ensure proper end user equipment and software operation so that users can accomplish business tasks. This includes receiving, prioritizing, documenting and actively resolving end user requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations. Problem resolution may involve the use of diagnostic and Service Desk tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level. Individuals will maintain professionalism at all times, have strong customer service and verbal communication skills, be productive and quality focused, and observe safety & security procedures.

  • M-F 8a – 5p
  • 2+ years of IT Help Desk experience of related experience and/or training.
  • Associate’s degree (college or technical) in a related field of study or equivalent training or experience.
  • Above average hardware, software and problems solving ability.
  • Must be meticulous with above average detail orientation, accuracy and follow-through.
  • Ability to be self-directed and individually resourceful, working independently but also within the fast-paced office/production environment.
  • Ability and willingness to learn and grow within a dynamic and expanding company.
  • Must occasionally lift and/or move up to 50 lbs.

As an industry leader, we offer a competitive wage, 10% bonus plan, and comprehensive benefit package which includes: Health, Prescription, Dental, Vision, Life, and Disability Insurance, Flexible Spending, 401(k) Plan, Employee Assistance, Paid Vacation, Sick and Holidays, Wellness Program, Social Events, Community Involvement and much more! Click Here for a summary of Employee Benefits.

Job Requirements

DUTIES & RESPONSIBILITIES

  • Field incoming requests to the Service Desk via e-mail, telephone, or walkups to ensure courteous, timely and effective resolution of end user issues.
  • Provide initial first and second-tier support.  Troubleshoot, answer questions and resolve basic to moderately complex problems and issues related to LAN/WAN-based software, desktop computing equipment, printers, network status, mobile devices, and applications.
  • Gather information about the end-user and the problem by asking clarifying questions, presenting options and/or solutions and determining the level of complexity.  Assists with simulating user problem in order to resolve.  Escalate problems requiring more complex support.
  • Analyze problems and arrive at workable solutions.  Provide callbacks or follow-up with the end user as necessary to "close" the problem and maintain a successful call closure rate.
  • Evaluate documented resolutions and analyze trends for ways to prevent future problems.
  • Alert management to emerging trends in incidents.
  • Assist in software and hardware releases and roll-outs and communication to the end users.
  • Prioritize and schedule, escalating when required to the appropriately experienced technician.
  • Utilize the Service Desk system accurately, quickly, and efficiently recording all interactions with customers while consistently meeting established Service Desk Key Performance Indicators (KPI).
  • Escalate unresolved requests for assistance to second and third-tier support.  Keep clients informed of the status of their request if an immediate remedy is not available.
  • Investigate and implement ways of reducing calls to the Service Desk.  Interact with other IT resources and business trainers to restore service and/or correct issues.
  • Perform assigned security administration functions.
  • Provide assistance during unscheduled system outages or with unresolved issues to ensure a timely service response.
  • Perform routine technical procedures and apply diagnostic utilities to aid in troubleshooting and resolution.
  • Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.
  • Identify and learn appropriate software and hardware used and supported by the organization.
  • Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
  • Install anti-virus software and ensure virus definitions are up-to-date.
  • Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
  • Test fixes to ensure problem has been adequately resolved.
  • Perform post-resolution follow ups to Service Desk requests.
  • Develop help sheets and FAQ lists for end users.
  • Reinforce SLAs to manage end-user expectations.

Ellsworth Corporation is an industry leading distributor of adhesives and other formulated systems and services. We are a global corporation, specializing in the distribution, manufacturing and custom filling of adhesives, specialty chemicals and equipment. With more than 40 years of experience in adhesive applications, we continue to expand and position ourselves for the future. We are an Equal Opportunity Employer providing equal access to programs, services and employment is available to all persons.

Candidates should submit their Resume & Wage Expectations (required) in response to this posting. For more information visit www.Ellsworth.com