IT Support Analyst

Justrite Safety Group is a growing family of industrial safety companies. Together we protect workers, workplaces, and the environment with a comprehensive range of industrial safety solutions. All Justrite Safety Group portfolio companies are united by deep safety knowledge, long experience, and a commitment to protecting people, property, and the planet.

SUMMARY: 

The IT Support Analyst will be based out of our Moselle, MS office and is responsible for providing outstanding technical support of computer systems and networking infrastructure.  This role will serve as the first point of contact for all users seeking technical assistance, so this analyst will represent the face of IT in the company. The role will provide technical support directly to employees, performing on-the-spot diagnostic evaluations, discovering efficiency gains, and standardizing all routine tasks. The role will work in conjunction with IT staff members to support business partners, to ensure that all operational activities exceed the service level offerings along with business goals and objectives set for the enterprise. They will take service desk calls, work service desk tickets through a ticketing system, and assist in network administration and security. The role will also assist IT members with Active Directory Users & Computers, O365 administration, VoIP endpoint troubleshooting, and Exchange Management. The person will identify, prioritize, and resolve critical hardware, software, infrastructure, and security related issues that impact business operations for 1,500 users across many different sites.

RESPONSIBILITIES:

• Primary responsibility for day-to-day operations for the IT Service Desk, including prioritization and troubleshooting of end user support tickets, root-cause analysis, and issue resolution. Ensure service delivery and customer satisfaction exceed published service level agreements and report key performance indicators to the management team.
• Provide end user support across all virtual and physical machines, maintain up-to-date hardware/software on all end user machines and network hardware, according to update schedule
• Respond to customers via deskside, phone, email or MS Teams chat
• Create and maintain all standard work instructions as it relates to end user computing, network configs and mappings
• Monitor, in conjunction with applicable service providers, all critical production processes and technologies that have high visibility and impact on business operations
• Maintain company standards and assist with inventory management for both software, and hardware. Maintain license counts and compliance for all tools including ERP and associated applications
• Ability to work well in a team as well as individually
• Ability to lift up to 50 pounds
• Occasional after-hours support will be needed

REQUIREMENTS:

• Ability to work efficiently under a fast-paced work environment while managing multiple priorities
• Ability to provide excellent customer service in a professional manner and explain technical jargon in non-technical terms to our users
• Strong logical & analytical skills
• Able to find root causes of problems & quickly implement solutions (good knack of troubleshooting hardware and software)
• Able to properly prioritize user requests according to urgency (Understand an Incident vs a Request)
• Excellent verbal and written communication skills. Ability to create Knowledge Base articles on IT procedures.
• Ability to learn new technical and business concepts very quickly
• Ability to update a ticket with notes of a good problem statement/troubleshooting before escalation (detail oriented)
• Experience supporting on-site and remote users in a Windows based environment for over 1,000 users
• Great troubleshooting skills for: Windows 10, VPN, Windows Server, Active Directory, MS Office, Exchange
• Competent in handling software licensing process
• Demonstrated experience in the following networking concepts:
• Directory Services (e.g. Windows 2016 AD, LDAP, O365), Systems (e.g.AS/400, Windows, MS Exchange, VMware, VDI, RDS), Internet Protocols (e.g. DNS, HTTP, SMTP, SSL)
• Experience with different network types (i.e. LAN, WAN, VPN) and Cisco switch configuration
• Working knowledge using remote tools to support users on Remote Desktop Services or VMWare
• Ability to image computers on site as well as keep all on-site hardware inventory
• ERP system knowledge a plus
• BS in Information Technology, Systems/Network Administration, Computer Science, MIS, CIS or related field strongly preferred
• Certification in CompTIA A , Network or MCP a strong plus
• 4 to 5 years of hand-on experience in fast-paced environment

Benefits:

• We offer excellent comprehensive benefits that include:
• Medical, Dental & Vision benefits
• Health Care Savings Accounts and Flexible Spending Accounts
• Paid time off including vacation & personal time
• 401K – with company match. Both pretax and Roth options available
• Company paid Short Term Disability
• Company paid Long Term Disability
• Company paid Employee Assistance Program
• Employee Wellness Program