IT Support Analyst

This role is onsite and based at our Bardstown, KY location.

What The Role Is

The IT Support Analyst will provide customer-focused technical assistance related to computer hardware and software, mobile devices and other tech tools and products. This role will support internal clients, thoroughly document problems, steps to resolution, and aid in the creation of processes and procedures which help improve user experience. The Analyst will direct unresolved isues to the next level support personnel, but continue to follow up with both customers and support personnel until resolution.

The ideal candidate will have a good working knowledge of both PC and Mac hardware, networking, and common applications such as MS Windows and MS Office. This role should be able to independently troubleshoot and resolve low severity issues. The IT Support Analyst reports to the Senior IT Support Supervisor.

How You Will Spend Your Time?

• Serve as first point of contact for customers seeking assistance by phone, email, or in-person
• Responds to, resolves and documents tickets from support center
• Resolve general application and hardware issues, i.e.
• Password Resets
• File operation questions
• MS Office questions
• Hardware Support / replacement
• Support Office 365 environment
• Business Applications (e.g. ERP, SQL, SharePoint Online and POS systems, etc.)
• Recognize and report trending issues in order to help resolve root causes before they become more widespread
• Perform handoff of issues escalated to others
• Identify and suggest possible improvements to existing procedures based on feedback or expertise
• Perform local and remote troubleshooting through diagnostic techniques
• Work with others to determine the best solution based on evidence and details
• Install, test and configure new workstations, printers, related peripheral equipment and software
• Modify configurations, utilities, software settings, etc. for local workstations (Mac and PC)
• Restore files from backup
• Perform onboarding/offboarding tasks
• Create documentation for both users and other support personnel
• Participate in after-hours on-call rotation for critical issues impacting the business at large
• Willingness to maintain and grow skillset, actively participate in company-provided training, and reinforce new knowledge with certification exams
• Monitor and respond to requests received through the IT Support Center
• Take ownership of requests, follow through and follow-up even after transferring requests to others
• Regularly update customers on status and track progress
• Document issues, steps taken and resolution
• Ensure client satisfaction of resolution provided
• Help enable users to solve their own problems through training and publishing self-service tools
• Help enable users to solve their own problems through training and publishing self-service tools
• Participate in other work as required
  

Who You Are…

• Associates degree in Information Technology or related field; may substitute equivalent experience and or certifications for educational requirement
• Minimum 2 years of experience in supporting, troubleshooting and maintaining IT Systems
• Fundamental knowledge and understanding of basic networking technology
• Experience with Microsoft 365 Admin, Azure AD, AD and Windows/MacOS
• Able to communicate effectively with the team, corporate employees of different technical expertise and all levels of management
• Ability to efficiently resolve customer's problems and escalate further as appropriate according to Company procedures
• Professionalism at all times, assertiveness and accountability, good timekeeping, flexibility
• Excellent written and verbal communication skills (English)
• Customer-oriented approach
• Ability to work independently and as a team
• Ability to absorb and document new knowledge quickly
• Comfortable switching tasks quickly in a fast-paced environment
• Knowledge of the following is required:
• PC Setup and Deployment
• Active Directory – Account creation and memberships
• Security Permissions Management
• Hardware knowledge of both Mac and PC equipment
• Ability to perform basic network troubleshooting
• MS Office Suite
• Office 365 Admin Center & Exchange
• Teams Administration & Calling
  

Valued But Not Required Skills Or Experience

• Industry certifications (CompTIA A , MCP, etc) OR AS (or higher) in CS (or related field) OR demonstrated performance in a similar role
• Experience with Intune/autopilot
  
  

Physical Requirements

While performing duties of job, employee is occasionally required to stand; walk; use hands and fingers to handle, or feel objects, and use of computer; reach with hands and arms. Employee must occasionally lift and/or move up to 50 pounds.

Benefits

• Paid Vacation
• 11 Paid Holidays
• Health, Dental & Vision eligibility from day one
• FSA/HSA
• 401K match
• EAP
• Maternity/Paternity Leave
  
  

Heaven Hill and its affiliates are committed to fostering a diverse workforce as an Equal Employment Opportunity company. We invite applications from candidates of all backgrounds, without regard to race, religion, color, sex, sexual orientation, natural origin, gender identity or expression, age, disability, veteran status or any other legally protected characteristic.