Desktop Support Analyst

Position Summary

The IT Specialist is an IT On-site support position that acts as a subject matter expert for Huber Infrastructure and/or applications. The IT Specialist provides advanced technical troubleshooting, responding to user inquiries at an intermediate level. This position provides an enhanced (L2) user experience by understanding the needs of the customer or the business. The IT Specialist is an experienced professional that will bring maturity and critical thinking to the role. This position contributes to the success of projects and initiatives and supports continuous improvement by bringing suggestions or ideas to IT Management. In addition, this position will provide support as defined by L1 job description as needed.

Principal Duties & Responsibilities

• This position is responsible for providing excellent customer service to users and the business by bringing a proactive and detail-oriented approach to all work. This includes resolving incidents and requests in accordance with defined SLAs as either the primary or escalated technician.
• This position supports all applications, IT infrastructure, and services related to the site(s) that they support. This may include supporting IT and OT hardware and software.
• This position will coordinate, collaborate, or escalate with/to functional IT groups as needed to support the needs of the customer or the business.
• This position performs the installation, upgrades, and support of IT equipment, along with troubleshooting any issues that may arise. This includes but is not limited to overseeing the entire lifecycle of PCs, ensuring their continued functionality and efficiency.
• This position may support projects and initiatives as assigned to ensure the success of the business.
• This position serves as a subject matter expert (SME) for some technology (hardware/software) that is used by the business and provides advanced technical troubleshooting in resolving issues at the site(s) they support. This may include first-level and escalated support.
• This position will work closely with key stakeholders at the site(s) they support to help identify gaps and opportunities for improvement with a goal of optimization and continuous improvement.
• This position will provide Executive-level IT support and provide high urgency, best in class, end-to-end, concierge/white glove technical on-site, and remote support to C-level executives.

Specialized/Technical Knowledge or Required Skills

• Minimum 3-6 years of IT experience 3+ years of End-User Experience (EUX) focus area expertise with a comparably sized or larger company.
• Extensive experience with desktop hardware, software applications, operating systems and network connectivity is required.
• Experience working with executives and c-suite in an IT support capacity is preferred.
• Advanced Windows Desktop OS knowledge is required.
• Knowledge of and experience with Active Directory, Network Essentials, Microsoft Office Productivity Applications, PC Setup/Imaging and VoIP/Telephony systems
• Excellent communication skills with the ability to understand and converse in the local site language. Must be able to understand and communicate in English.
• Excellent customer service, interpersonal skills, telephone etiquette, time management, and problem-solving skills
• Experience supporting IT in a manufacturing environment with 24/7 operations is preferred

#LI-LM1

Physical Requirements

• Demonstrate commitment to providing exceptional service to internal clients, at all levels.
• Ability to travel globally 5%-10% of time.
• Ability to work and provide support in a manufacturing environment.
• This is an onsite role and would be required to provide support locally and via phone/collaboration tools, etc.
• Ability to lift and transport equipment weighing up to 50lbs/23kg, as well as the ability to crawl under desks or climb ladders as needed for IT tasks (installation, maintenance, etc.). There may be additional training required based on local/regional laws.