Desktop Support Analyst

Portfolio Business: Huber Engineered Materials 

Cifo (part of the Biolchim Group), now a J.M. Huber Company, is a global leader in the production and commercialization of biostimulants, whose function is to stimulate natural processes to enhance nutrient uptake, nutrient efficiency, tolerance to abiotic stress, and crop quality in full respect of sustainable agriculture values and practices.

J.M. Huber Corporation is one of the largest privately held, family-owned companies in the United States. Established in 1883, we are a diversified, global supplier of specialty and commodity chemicals, hydrocolloid solutions, engineered wood products and natural resources to customers spanning a wide variety of industries. With approximately $3 billion in sales and 4,000 employees worldwide, we have a material presence in more than 20 countries.

Position Summary
It is an IT On-site support position that provides first-level / second-level and escalated end user day-to-day support, both on-site and remote, including receiving in-bound calls and responding to service calls inquiries; trouble-shooting and documenting steps taken to resolve challenges with hardware, software and application issues within a ticketing system and provide timely communications regarding issue status and resolution.  

This position supports and enforces Information Technology policies, and our hardware and software lifecycle.

Main Responsibilities:

• Provide on-site and remote technical support, respond promptly and effectively to calls concerning any query or issue regarding software and hardware used within the company that the Desktop Services group has responsibility for.
• Use ticketing system to open and document incidents and service requests following the organization’s standard operating procedures for incident and service management.
• Provide troubleshooting, root cause analysis and problem resolution for technical issues surrounding hardware, Windows 10, Microsoft Office 365 Applications, network connectivity, and Virtual Desktop technologies.
• Complete software/hardware installs, upgrades, ad hoc project activity, moves, and rollouts as and when requested, to the satisfaction of all parties involved. 
• Support the company’s IT Knowledge Base, by frequently submitting internal IT process documents (SOPs) and End User “How-to” Guides (KBAs) to drive a consistent end user experience and further self-service.
• Assist with communication with stakeholders and IT management regarding service provision and outages.
   

Requirements & Qualifications:

• High School Diploma or other degree with 3+ years’ experience in the IT support field
• 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
• Advanced Windows Desktop OS knowledge, extensive knowledge of Active Directory, Network Essentials, SCCM and Office 2016, VoIP systems
• Solid understanding of mobile and tablet device troubleshooting and configuration skills (iOS and Android)
• Excellent knowledge of Microsoft Office productivity programs
• Basis experience supporting Audio and Video conferencing technologies.
• Strong knowledge of service desk applications and associated operations
• Fluent language skills in English and Italian 
• Excellent customer service, interpersonal skills, telephone etiquette, time management, and problem-solving skills
   

Have we sparked your interest? We look forward to your application.