IT Help Desk Analyst

Job Description

Job Description

The IT Help Desk Analyst is responsible for providing Level 2 and Level 3 technical support during 2nd shift across four Northeast Ohio facilities. The IT Help Desk Analyst will troubleshoot hardware and software issues, manage help desk tickets and after-hours escalations, provide SAP support, perform PC imaging and software installations, and assist with desktop security initiatives. This role will also partner with the Cybersecurity and technical integration teams to address vulnerable or compromised PCs and support technology projects.

IT Help Desk Analyst Responsibilities:

• Monitor phone calls, voicemails, and emails while meeting established service level agreements and opening and closing support tickets.
• Monitor Remedy Force ticket queues, including IT Help Desk incidents and assigned tasks.
• Manage after-hours escalations involving systems or technology impacting plant and distribution operations.
• Provide Level 1 technical support for SAP, including system availability, password resets, and technical troubleshooting.
• Support IT desktop security initiatives by identifying, updating, and remediating PCs with known vulnerabilities.
• Travel to other facilities as needed to address vulnerable or compromised PCs.
• Perform password resets while following identity verification procedures, including in-person verification or video confirmation through Microsoft Teams.
• Provide hands-on deskside support for issues that cannot be resolved remotely or over the phone.
• Conduct daily physical IT rounds throughout plant and distribution areas.
• Research technical issues using Google, Microsoft Copilot, vendor resources, and internal ITSS reference materials.
• Perform PC imaging, software installations, and other technical tasks related to incidents and service requests.
• Assist Technical Integration Analysts with PC configurations and technology project support.
• Collaborate with internal IT teams to maintain reliable technology infrastructure across manufacturing and distribution operations.

IT Help Desk Analyst Qualifications:

• Degree in Information Technology or a related field.
• Minimum of 2 years of IT Help Desk or desktop support experience.
• Previous IT support experience within a manufacturing environment is required.
• Strong troubleshooting and problem-solving skills.
• Ability to provide both remote and hands-on technical support.
• Willingness and ability to travel between Northeast Ohio facilities as needed.

Preferred

• Technical certifications such as:- CompTIA certifications

  • Google networking certifications
  • Cisco certifications

• Experience supporting SAP or other enterprise business applications.

• Experience with Remedy Force or similar IT service management/ticketing platforms.

• Experience with PC imaging, software deployment, and desktop security remediation.

• Experience supporting manufacturing plants, distribution centers, or other production environments.

You should be proficient in:

• sap
• comptia