IT Helpdesk Analyst

AP EMISSIONS TECHNOLOGIES LLC

As a part of the global industrial organization Marmon Holdings-which is backed by Berkshire Hathaway-you'll be doing things that matter, leading at every level, and winning a better way. We're committed to making a positive impact on the world, providing you with diverse learning and working opportunities, and fostering a culture where everyone's empowered to be their best.

The Helpdesk Analyst is responsible for delivering exceptional Information Technology services across all AP Emissions operations. This role demands a comprehensive understanding of customer service and manufacturing business processes. The primary responsibility includes documentation and collaboration with business units to improve Information Services support and delivery.

ESSENTIAL DUTIES AND RESPONSIBILITIES
This is an onsite role no hybrid option will be given.

• Detailed tracking of service desk tickets and requests.
• Coordinates PC builds and employee onboarding. Responsible for hardware procurement and deployment.
• Troubleshoots a variety of devices including Laptops, Desktops, Tablets, Printers, Scan Guns, Switches, Phones, etc.
• Performs basic networking troubleshooting. Will need to drive a scissor lift for simple ethernet cable runs/checks and working on camera equipment as needed.
• Supports users who are located remotely or at one of our other sites using screen connect software.
• Responsible for some user administration tasks in a hybrid Azure/AD environment.
• Provides support for several different applications including ERP, Microsoft 365 apps, Zoom, Email, Teams, Sharepoint. CAD software, etc.
• Able to articulate with employees and all end-users with questions to identify needs and develop actionable plans.
• Develops and maintains tracking plans for tasks.
• Creates documentation for all helpdesk activities.
• Partners with the technical team to resolve issues and uses intuitive knowledge to look forward avoiding future issues throughout the company.
• Develops training documentation for various areas.
• Handles end-user requests courteously, professionally, and in a timely manner.
• Performs walk-arounds throughout the facility checking to ensure no issues.
• Communicates changes and their impacts to end-users effectively.
• Conducts research and provides documented responses to inquiries and requests.
• Manufacturing experience would be preferred
• Performs additional related duties as assigned.
• Collaborates with the Sr IT Analyst to ensure tasks are being completed ensures all tasks are on track and personnel are notified.

ESSENTIAL SKILLS AND CHARACTERISTICS

• Preferred knowledge of manufacturing processes.
• Ability to manage difficult situations and respond promptly and professionally to customer needs. Utilizes effective communication skills to clarify issues and exceeds customer commitments.
• Required problem-solving skills, identifying problems promptly, presenting options, and thinking logically to resolve issues, escalating as necessary.
• Preferred experience with ConnectWise or other Helpdesk tools
• Excellent grammar and diction for communication via telephone, email, or voicemail.
• Ability to work in a fast-paced, constantly changing environment, multitask, and maintain professionalism.
• Ability to learn to drive lift

QUALITY STANDARDS

• Ability to distinguish between quality standards, requirements, and specifications, meeting customer-specified requirements.
• Ability to read and interpret requirements and apply them to projects, tasks, or activities.

EDUCATION AND EXPERIENCE

• Preferred Degree or 2 years of business experience related to Information Technology.
• Willingness to learn and develop

REASONING ABILITY

• Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret technical instructions.

PHYSICAL DEMANDS

• The physical demands include sitting or standing as needed, walking on level surfaces, reaching above shoulder heights, below the waist, and lifting as required.

WORK ENVIRONMENT

• The work environment may occasionally require exposure to manufacturing areas requiring personal protective equipment, such as safety glasses with side shields and mandatory hearing protection.
• The role may require some work outside of normal business hours and on weekends as needed.
• For the most part, work will be performed in a typical office environment with ambient room temperatures, lighting, and standard office equipment.

Following receipt of a conditional offer of employment, candidates will be required to complete additional job-related screening processes as permitted or required by applicable law.

We are an equal opportunity employer, and all applicants will be considered for employment without attention to their membership in any protected class. If you require any reasonable accommodation to complete your application or any part of the recruiting process, please email your request to , and please be sure to include the title and the location of the position for which you are applying.