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Senior IT Support Analyst in Batavia, OH at Multi-Color

Date Posted: 5/17/2018

Job Snapshot

Job Description

Multi-Color Corporation is seeking a Senior IT Support Analyst to join our Corporate Information Technology team, located in Batavia, Ohio!

As a member of the Helpdesk Team, the support analyst will be responsible for responding to and resolving users’ problems and queries relating to our IT systems; receiving, logging and resolving or escalating Helpdesk support requests. Our support analysts act as a central point of contact within the IT Department, providing assistance to users to enable them to make effective use of available software and hardware, and is technical leader within the Helpdesk Team, mentoring junior associates.   

Primary responsibilities include: 

  1. Provide courteous and timely IT service to all customers. 
  2. Receive requests for support or advice from users, takes ownership of and responsibility for the requests and prioritizes them in accordance with policies and procedures.
  3. Provide end-user support and problem resolution as it relates to all IT functions across all Multi-Color Business Units. This includes hardware, software, and network support.
  4. Monitor the progress of requests for support and ensures that end-users are kept informed of status.
  5. Maintain the Organization’s desktop hardware and software to the required standards.
  6. Ensure all work is carried out and documented in accordance with required standards, procedures and policies.
  7. Manage and performs maintenance to hardware and software under direction of Help Desk Supervisor. Suggest process improvements where applicable.
  8. Proactively identify infrastructure issues and suggest recommendations for improvement. Act as an IT technical resource for technology project implementations. Recommend and implements appropriate hardware and software solutions under the direction of the Help Desk Supervisor.
  9. Recommend cost effective hardware and software solutions. Seeks appropriate approval for spending requests above specified guidelines.
  10. Ensure all associates are treated with patience and consideration at all times. Provides expert guidance and acts as a mentor other less experienced associates.
  11. Maintain appropriate vendor support relationships.
  12. Model the Corporate Values and Principles.

Job Requirements

Education:

  1. College degree, or equivalent work experience required.
  2. Network+ or A+ certification strongly preferred. 


Computer Skills:

  1. Advanced technical ability to manage and support operating systems, applications, and network software.
  2. Ability to select, install, maintain and upgrade all hardware.

Language Ability:

  1. Ability to clearly articulate complex technical issues to “non-technical” users.
  2. Ability to present ideas clearly to management in order to gain support and buy-in.
  3. Understand technical issues and terminology

Physical Demands:

  1. Travel and move about in offices and plants.
  2. Lifting of IT equipment.
  3. Demonstrate a professional image.

Qualifications:

  1. Customer Focused – Ability to fulfill customer needs while providing excellent customer service.
  2. Knowledge of IT Support and Help Desk processes.
  3. Broad knowledge of Computer HW, SW and Networking technologies in a Microsoft Desktop environment.
  4. Self-directed - Ability to identify critical requirements and act accordingly; independently prioritize and manage day-to-day priorities.
  5. Logical - Advanced ability to analyze complex situations and develop solutions to those situations.