Job Overview: The Desktop Support Analyst serves as the primary contact for investigating and resolving software and hardware issues for computer users at our two Wisconsin locations: Darien (primary) and Beloit. This role provides support to over 150-200 end users across these sites, managing systems running Windows 10, Office 365, and Epicor through two VPNs.

Key Responsibilities:

• Assess, prioritize, and respond to incoming trouble tickets, calls, voice mails, emails, and in-person requests from users experiencing issues with hardware, software, networking, and other computer technologies.
• Document all help desk interactions, track and route problems/requests, and record resolutions according to standard help desk procedures. Prepare activity reports as necessary.
• Gather information about problems and guide users through diagnostic procedures to identify the sources of errors, whether related to hardware such as modems, printers, cables, or telephones.
• Manage problem recognition, research, isolation, resolution, and follow-up for routine user issues, escalating more complex problems to supervisors or technical staff.
• Stay updated on all company system information, changes, and updates.
• Troubleshoot and install Microsoft Office Applications and build computers using the Windows 10 operating system.
• Perform other duties as assigned by management.

Requirements:

• An Associate Degree in Computer Science, Computer Engineering, MIS, or IT is preferred. Equivalent work experience that has developed relevant competencies and subject matter expertise may substitute for a degree on a year-for-year basis.
• Proficiency in troubleshooting within a networked Windows 10 environment, including Office 365 and VPN, especially access rights and connectivity issues.
• Ability to handle multiple assignments simultaneously.
• Effective communication skills, both verbal and written, with department heads, managers, coworkers, and vendors to resolve problems and negotiate resolutions.
• Availability to work off-shift as needed.

Preferred Qualifications:

• Experience troubleshooting in a manufacturing environment, particularly with ERP systems like Epicor.
• Ability to work well within a team environment.
• Strong problem-solving abilities.