IT Support Analyst

Champion Petfoods is expanding! We are excited to announce that we are looking for a IT Support Analyst to join our rapidly growing company. With thirty years of growth in the global pet food sector, our ORIJEN and ACANA brands define our vision of being The Global Leader in Advancing Premium Food for Pets. If you are passionate about personal and professional growth and see yourself as a key player contributing to our continued success by working in our award-winning company – we would love to hear from you.

Summary

The IT Support Analyst has primary responsibility for identifying and implementing timely and effective resolutions to end-user productivity issues as they relate to IT-serviced computer operations throughout the Company. This position is required to manage and record all issues in Champion Petfoods’ IT ticketing system and to achieve incident resolution by conducting question/problem diagnoses, guiding users through to issue resolution, and communicating technical solutions in user-friendly language. The IT Support Analyst also has responsibility for configuring, installing, and supporting the Company’s hardware and software and for assisting in the research, testing, and evaluation of new hardware and software to determine efficiency, reliability, and compatibility with existing systems.

This position is located in Auburn, Kentucky at the Champion Petfoods’ Production Facility.

Responsibilities

• Provide timely information systems technical support and problem resolution to employees’ and to independent contractors throughout the Company, in person, via telephone, e-mail, or other tools of communication.
• Perform in-person, on-site repairs of PC desktop/laptop hardware, printers, and other peripherals.
• Act as a resource on issues regarding voice over internet and data telecommunications.
• Coordinate the implementation of communication-related moves, changes or additions both externally (vendors) and internally (various corporate departments).
• Identify appropriate technology to use based upon consultation with relevant departments, researched requirements, and defined and/or established technical standards.
• Assist with technical planning and support for upgrades, new applications, and system integration, and assist with the creation of specifications and procedures for the installation and use of standard hardware and software technologies.
• Maintain timely and accurate records of problems/solutions within the IT ticketing system; conduct regular analysis of same to identify trends, trouble spots, and to proactively conduct maintenance and/or repairs.
• Diagnose and resolve minor network issues, i.e. LAN access, and conduct timely repair of IT equipment covered by third-party vendor maintenance agreements.
• Prepare status reports, network summaries, and other reports and/or documentation as requested.
• Demonstrate a high level of knowledge, professionalism and courtesy to end-user queries regarding the use of standard hardware and software, Internet connectivity, password resets, configurations, etc.
• Conduct training sessions for end-users, as required or as directed, and attend training classes, seminars and/or conferences, as required or as directed.
• Prepare and deploy computers and mobile devices to users based on Company standards.
• Assist with maintaining deployment and endpoint management services.

Requirements

• Post-Secondary Degree or Diploma in Computer Science or related discipline.
• 3 years’ relevant work experience.
• Comfortable working both in an office environment, as well as in a production facility/warehouse environment.
• Relevant experience with the Company’s main end-user technologies: Windows 7 and 10, VOIP Systems, Exchange/Office 365, GoToMeeting, and Salesforce.
• Excellent interpersonal skills and effective communication skills, both verbal and written, with ability to clearly communicate ideas and proposals and to discuss technical issues with non-technical clients.
• Fluent in English, both written and spoken.
• Strong analytical abilities, with ability to identify problems and determine, implement solutions, often within a time sensitive framework.
• Good planning skills, including ability to organize, prioritize, and execute, often within a time sensitive framework.
• Ability to break down and reassemble all equipment in the department for sanitation purposes.
• Must have and maintain a valid Driver’s License (other than motorcycle), with ability to travel between the Company’s locations and willingness to accept temporary assignment(s) to additional Company locations.
• Ability to work extended business hours, days and weekends as necessary, and to be accessible (via company cell phone) to corporate employee end-users needing after-hours IT support.
• ITIL experience in incident, change, problem, request and event management

Champion is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, national origin, sexual orientation, gender identity, disability, age, veteran status, or any other status protected by applicable law.