The Senior Analyst, Technical Support Services is a critical member of the Information Technology team whose primary mission is to provide best-in-class technical services and solutions across the enterprise with skills and expertise in the areas of client devices, software, hardware, and network infrastructure. Provide a high-level of customer service throughout the organization with a primary focus on systems availability, responsiveness, connectivity, security, and established service level m... more details
With over 10,000 employees and more than a dozen brands, American Woodmark is one of the nation's largest cabinet manufacturers. By partnering with major home centers, builders, and dealers, we spark the imagination of homeowners and designer and bring their vision to life. Across our service and distribution centers, our corporate office and manufacturing facilities, you'll always find the same commitment to customer satisfaction, integrity, teamwork, and excellence.
We are on a journey to encourage an inclusive Woodmark, and are taking meaningful actions to promote diverse representation across every part of the business. Together, every team member contributes to making American Woodmark a place where people can express who they are through what they do.
POSITION PURPOSE:
The Senior Analyst, Technical Support Services is a critical member of the Information Technology team whose primary mission is to provide best-in-class technical services and solutions across the enterprise with skills and expertise in the areas of client devices, software, hardware, and network infrastructure. Provide a high-level of customer service throughout the organization with a primary focus on systems availability, responsiveness, connectivity, security, and established service level metrics.
IDEAL CANDIDATE PROFILE:
To perform this job successfully, an individual must be able to excel at the essential functions assigned. The requirements listed below are representative of the knowledge, skill and ability required.
Experience
* Requires 3-5 years of IT help desk work experience with a broad range of exposure to business applications. Experience in PC hardware and software technical support is required.
* Proven experience using deployment and imaging technologies, Microsoft System Center and utilizing issue tracking systems.
* Demonstrated success in customer satisfaction and adherence to established service levels.
Skills
* Extensive knowledge of Microsoft suite, Office 365 productivity suite and Windows desktop.
* Advanced knowledge of common client software installation and configuration.
* Basic desktop/laptop hardware upgrade installation.
* Knowledge of mobile device configuration (iPhone and tablet)
* Fundamental network, printer/copier and telephone (Cisco) troubleshooting skills.
* Microsoft Desktop certification or equivalent experience required
* Knowledge of Microsoft O/S, Office and collaboration tools
* Proven experience supporting and troubleshooting MACs, tablets and smartphones
* Ability to effectively troubleshoot and solve complex hardware and software problems
* Able to communicate clearly and concisely both written and verbally
* Proven customer service skills and service delivery approach
* Excellent interpersonal and teamwork skills
* Ability to learn new skills and knowledge quickly
* ITIL knowledge a plus
Education
* Bachelor's Degree in Computer Science or equivalent degree from an accredited college or university or Associate Degree or technical diploma in Information Systems or other related field.
* Or equivalent work experience and/or related technical certifications as a substitute for bachelor's degree.
ESSENTIAL FUNCTIONS:
* Responsible for the physical delivery and ongoing support of products/services, applications, network systems and overall solutions. Performs tasks including, but not limited to, systems software upgrades, workstation setups, and configuration of printers, storage devises, and other peripheral equipment.
* Deploy desktop and laptop resources using company standard imaging tools.
* Support the IT Change Request process to acquire, configure, and install hardware and software for all new user setups and user change requests.
* Provide elevated support and issue resolution as required after-hours and on weekends.
* Implements and monitors system security procedures such as system updates and access control to maintain system integrity and availability.
* Monitor and continue to improve upon customer satisfaction and service delivery management.
* Perform initial training and onboarding processes including IS policy communication and delivery to all new hires.
* Provide desk-side support following the incident management process. Analyze, troubleshoot and resolve complex technical issues and requests with business applications, desktop connectivity and hardware technologies including laptops, printers, RF Guns, tablets, smart phones, workstations, videoconferencing etc.
* Accurately document all work in the ITSM tool. Prioritize incidents and change requests based on defined criteria and service level agreements and effectively communicate with the customer on incident status.
* Perform hardware repairs and maintenance on computer systems, handheld devices, cell phones, wireless devices, phones, printers and peripherals. Rebuild computer systems as required. QA testing after implementation of third-party repairs and solutions.
* Provide support for software and hardware service requests. Perform client device moves and changes. During peak workloads, install and configure new hardware and software. Participate in the testing of new hardware installs, software applications and client configurations.
* Create and maintain documentation of support activities and technical issues. Develop work procedures and troubleshooting guidelines for the knowledgebase.
* Participate in new IT service transition activities to ensure readiness of desk side support. Train other team members on new technologies and IT services.
* Purchase hardware and software assets through established vendor relationship.
* Provide expert technical input to the project planning process as requested.
* Supports the design, planning, implementation, and maintenance of the computing infrastructure that supports the company's operations and business applications.
* Monitors and managing the performance of IT-related systems and services, in respect of their contribution to business performance and benefits to the business.
* Perform the following basic administration and support activities as necessary: inventory management, desktop management monitoring, user account management and network & phone administration.
* Supervisory Responsibilities:
* Typically, this position does not have any supervisory responsibilities.
SCOPE & EXPECATIONS:
* Working Conditions:
* Climate controlled office environment
* Physical Tasks:
* While performing the duties of this job, the employee is required to sit and talk or hear. The employee frequently is required to handle or feel and reach with hands and arms. The employee is frequently required to stand and walk. Lifting requirements are typically less than 50 pounds on an infrequent basis
* Equipment Used:
* Computers, software, hardware, mouse, telephones, and other equipment as necessary. This position works in a computer room environment where servers and other systems are located. The noise level is usually moderate.
* Reports to: Senior Manager, Client, Collaboration & Technical Support Services
* Travel Requirements:
* Typically, travel is not required for this position
* Recruitment process may consist of any combination of phone, video and in person interviews.
* Offers may be contingent upon successful completion of Background Check, Drug Screen, Physical Examination and/or potential Motor Vehicle Check.
BENEFITS PACKAGE INCLUDES:
* Competitive Compensation
* Health Care Benefits
* Paid Holidays
* Paid Vacation Days
* Paid Sick Days
* 401(k) Match
* Tuition Assistance
* Relocation Assistance when available
AN EQUAL OPPORTUNITY EMPLOYER
The American Woodmark Corporation does not discriminate on the basis of race, color, national origin, ancestry, age, religion, military and veteran status, sex, gender, gender identity, gender expression, sexual orientation, genetic information, marital status, medical condition, pregnancy, or any other legally-protected characteristic; and it will comply with all applicable state discrimination laws. No person will be denied employment solely because of a disability, provided that the person can perform the essential functions of the position for which the person has applied, either with or without reasonable accommodations.
