IT Support Analyst

We are a great company with great pay and great benefits. Ergon is a relationship-driven company that values each employee's willingness to learn and contribute to the team. We are family owned with locations throughout the world, but we pride ourselves on maintaining a small company feel.

We have an opening for an IT support analyst position in the Information Technology (IT) department with responsibility to provide problem resolution and general end user support for all Ergon applications, infrastructure and technologies. The IT Support Analyst position manages first call resolution, call tracking, problem resolution, escalation, and end user communications associated with all work item requests, while upholding corporate standards for customer service and support.

IT Support Analyst Qualifications:

• This position requires an AAS or BS Degree (or equivalent education and/or experience related to computer science or computer networking), with a minimum of 5 years work experience supporting computer hardware and software in a corporate environment
• Provide leadership and have the ability to work without direct supervision
• Broad knowledge and installation and support experience in in a variety of software and hardware support for desktops, laptops, phones, printers, and mobile devices
• Excellent problem solving and troubleshooting skills. Must be able to resolve conflicts, achieve compromise and reach timely agreement on best practices and solutions.
• Excellent verbal and written communication combined with dedicated and focused customer service attitude. Ability to successfully communicate oral and written information to all levels of organizational personnel and maintain composure under pressure
• Professional certifications and credentials desirable (ITIL, A , Security , Network )

IT Support Analyst Responsibilities:

• Adhere to policies and Procedures, IT standards, and IT best practices
• Manage all support requests through the help desk ticketing system and escalates problems as necessary. Notify management when necessary
• Provides the necessary and appropriate action for troubleshooting and determining root cause of reported issues. Provide support through the help desk ticketing system, phone calls, remote support, and desk side visits.
• Takes the appropriate actions and makes recommendations to resolve each end user issue, including escalation of calls to Tier 3 support within the Ergon IT staff.
• Takes ownership and manages each call while maintaining the appropriate communications to all stakeholders.
• Provides support and guidance in the proper use of technical solutions for Ergon personnel, business consultants and partners who access the Ergon network.
• Maintains customer awareness of the status of work items, while providing the necessary follow through to bring work items to closure.
• Provides timely, professional, and knowledgeable responses in working through end-user issues. Demonstrates an extremely high level of customer service.
• Provides timely and accurate documentation for internal cross-training and knowledge base.
• Images, configure, manages, and troubleshoots new and upgraded PC's with software
• Manage and maintain Ergon hardware and software assets
• Maintain, document, and track hardware and software inventory
• When required, provide one on one training and education to end users for all applicable Ergon software
• Conducts and supports internal customers need assessments, makes recommendations, installs, coordinates moves, and reconfigures Ergon computer assets as required.
• Performs other duties as assigned

Must be able to pass a pre-employment drug screen and background check. A clean MVR is required.

Ergon offers a competitive benefits package: 401(k) matching, Health, Life, Dental, Holidays, Vacation, Sick Leave, Tuition Assistance and Profit Sharing

Ergon is an EEO/AAP Employer.

Job Reference: IT Support Analyst