Help Desk Analyst

Description

Primary Purpose: The Helpdesk Analyst provides technical support across Schuman Cheese, assisting employees with hardware, software, and network-related issues. This role will serve as the first point of contact for IT support, helping users troubleshoot technical problems, escalate complex issues when necessary, and ensure smooth day-to-day operations. The ideal candidate will have strong problem-solving skills, excellent communication abilities, and a proactive mindset. This position requires the ability to provide remote and on-site support in a fast-paced, multi-environment setting, including warehouses, factories, and office spaces. This position will require on-site support in Turtle Lake, WI facility at least two days per week, and may require occasional travel to the location in Fall Creek, WI.

Responsibilities:

• Technical Support & Troubleshooting
  • Serve as the first point of contact for IT-related support requests via phone, email, and in-person inquiries.
  • Diagnose and resolve hardware, software, and network issues efficiently.
  • Support and troubleshoot Windows Operating Systems, business applications, printers, and peripheral devices.
  • Assist users with password resets, account management, and software installations.
  • Provide remote assistance to employees across multiple locations.
• Incident Management & Documentation
  • Log and track all helpdesk tickets using the IT ticketing system, ensuring timely resolution.
  • Prioritize, document, and escalate complex issues to higher-tier IT teams when necessary.
  • Maintain and update knowledge base articles, FAQs, and troubleshooting guides.
• Hardware & Software Setup & Maintenance
  • Set up, configure, and maintain desktops, laptops, mobile devices, and peripherals.
  • Install, update, and troubleshoot enterprise applications and security patches.
  • Assist with hardware replacements, device imaging, and workstation setups for new employees.
  • Coordinate equipment moves, swaps, and upgrades as needed.
• User Support & Training
  • Provide technical guidance to employees on using company hardware and software.
  • Educate users on best practices for cybersecurity, password management, and data protection.
  • Follow up with users to ensure issues are resolved and provide customer-friendly support.
• Collaboration & Continuous Improvement
  • Work with IT leadership and other team members to improve helpdesk processes and efficiency.
  • Assist in IT projects such as system upgrades, deployments, and new technology rollouts.
  • Monitor trends in helpdesk tickets and suggest proactive solutions to common issues.

Qualifications

Education, Qualities and Skills Required:

• 2 years of experience in helpdesk, technical support, or IT support roles.
• Proficiency in troubleshooting Windows Operating Systems, networking basics, and enterprise applications.
• Ability to recognize and assign Helpdesk Issues to other groups within the IT Department. 
• Experience providing remote support using tools like Microsoft Teams and ticketing systems.
• Strong analytical and problem-solving skills to diagnose and resolve IT issues efficiently.
• Excellent communication skills with the ability to assist non-technical users.
• Ability to work independently, take initiative, and adapt to changing IT needs.
• Must participate in on-call support for urgent IT issues outside normal business hours.
• Ability to lift to 20 lbs. and travel occasionally to Fall Creek and Turtle Lake facilities.

Supervisory Responsibility:

No direct supervision required.

Work Environment:

Typical office working environment which includes a workstation equipped with a computer and other office supplies necessary for daily tasks.  Typically climate-controlled to provide a comfortable working temperature year-round.  Lighting is usually a mix of natural and artificial sources to ensure sufficient lamination. May require occasional work in a manufacturing plant environment with temps that range higher and lower than an office environment.  

Position Type/Expected Hours of Work:

This is a full-time salaried position, and hours of work and days are Monday through Friday. Expectations of 45 hours per week, to be worked during normal business hours. You will be required to spend at least two days per week in Turtle Lake, WI facility and occasional travel to plant in Fall Creek, WI.

Physical Requirements:

The physical requirements for an office environment typically include:

1. Sitting: Prolonged periods of sitting at a desk or workstation.
2. Typing: Frequent use of hands to type on a keyboard and operate a computer mouse.
3. Visual Requirements: Extended periods of viewing a computer screen and reading printed or digital documents.
4. Mobility: Occasional walking or standing, including moving between different areas of the office.
5. Manual Dexterity: The ability to handle office equipment, such as phones, printers, and copiers, and to file documents.
6. Communication: Clear verbal and written communication skills for interacting with colleagues, clients, and vendors.
7. Lifting: Occasionally lifting and carrying light objects, typically up to 20 pounds, such as files, documents, or office supplies.
8. Reaching and Bending: Reaching above shoulder height and bending to access files and office supplies.
9. Hearing: Adequate hearing ability to participate in meetings and teleconferences.

These requirements ensure that employees can perform their duties effectively and safely within an office setting. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

Compensation and Benefits:

The budgeted salary range for this position is $65,000-$70,000, with a 5% annual bonus potential.

Our comprehensive benefits package includes:

• Health, dental, and vision insurance
• 401(k) plan with 4.5% employer contribution
• Paid time off and holidays
• Professional development opportunities
• Employee wellness programs

Salary range is based on consideration of required qualifications, experience, education, skill, training, certifications or seniority, etc.  Schuman Cheese reserves the right to offer the selected candidate or applicant an hourly rate or salary at an appropriate level to be set and determined by Schuman Cheese that is commensurate with the applicant’s qualifications, experience, education, skill, training, certifications or seniority.

Salary : $65,000 - $70,000