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IT Service Desk Analyst I
Neenah, WI
Job Description
Job Summary
The IT Service Desk Analyst I provides first level IT support to internal end users. This position is responsible for first-tier troubleshooting and resolving of IT issues, and/or appropriate ticket escalation and triage. Supported products and services include laptops, desktops, software applications, networks, client/server systems, phone systems, cell phones, peripheral devices and others.
Essential Functions
Job duties may change over time and additional job functions may become essential. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
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- Provide first-tier contact and problem resolution for users with IT related issues and questions
- Act as a liaison between users and IT staff to assure effective communication
- Create accurate and timely logging of problems and resolutions via ticketing system
- Escalate or triage in-depth or complex issues appropriately when necessary
- Support level knowledge of Windows Desktop, Google Suite, Microsoft Office, and computer hardware
- Maintain at least a minimal working knowledge of all 3rd party software used
- Setup and maintain hardware and software to optimally meet user requirements
- Review and update Service Desk knowledge base articles as assigned
Expected Areas of Competence (KSAs)
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- Advanced troubleshooting skills
- Ability to courteously obtain and effectively convey concise information
- Effective communication skills with end users of all levels via phone, electronically (chat/email), and in person
- Ability to maintain professional and calm composure when handling difficult or stressful situations
- Must be able to maintain confidentiality of data, systems, general and proprietary information, and passwords
- Ability to make logical decisions
- Must be able to be a self-starter, take initiative, and act independently to resolve issues and complete daily tasks
- A positive “can-do” and team player attitude and willingness to learn new things and to collaborate with other members of the team
- Ability to manage multiple priorities and follow through on projects to completion
This position description is intended to cover the most significant, ongoing job functions and competency areas. Successful performance in the role will require performing satisfactorily other duties as assigned.
Education and Experience Requirements
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- 1-2 years of experience plus an Associate’s degree in an IT related field or comparable experience
- College graduates with internships or some experience
Physical Requirements
Able to access every location in corporate office and plant where user workstations and network equipment reside. Use of keyboard and mouse, access rack-mounted equipment in computer room/plant, lift and move equipment such as monitors, PC’s, printers, etc.
The worker must be able to access, analyze and otherwise work with, enter information stored in or obtained through the company's computer system, and to communicate effectively with co-workers and third parties who have business dealings with the company's operations.
Travel Requirements
Little to no travel is anticipated with this position
Candidates for positions with NEI, Neenah Foundry Company and its subsidiaries must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire. All offers of employment will be conditioned upon successful completion of a post-offer, pre-hire background check and drug screen. Visa sponsorship is not available for this position.
NEI, including Neenah Foundry Company and its subsidiaries, is an Equal Opportunity Employer
committed to a culturally diverse workforce.
EEO/AAP/Minorities/Females/Individuals with Disabilities/Veterans
NEI is an equal opportunity employer and applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, veteran status, disability status, or national origin.
Job Summary
Employment Term and Type
Regular, Full Time
Required Education
Associate Degree
Required Experience
2+ years
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