IT Service Desk Analyst

WEG - Duluth, GA

Full-time - Entry Level

Duluth, GA

10,001+ employees

Electrical Equipment, Appliance, and Component Manufacturing

About the position

The IT Service Desk Analyst at WEG Electric Corp. is responsible for providing support and maintenance for hardware, software, and system issues. This role involves assisting with support requests to the US IT Service Desk, ensuring timely resolution of problems, and maintaining effective communication with users. The analyst will work closely with onsite Infrastructure Analysts and participate in small IT projects, demonstrating strong customer service and interpersonal skills.

Responsibilities

• Field incoming support requests to the Service Desk and resolve or escalate problems quickly and effectively.
• Record, track, document problems and actions taken to final resolution.
• Process first-in first-out requests based on priority and escalate unresolved issues to the appropriate team when required.
• Provide timely feedback and maintain communication on all support requests.
• Research, diagnose, and resolve issues via phone, email, chat, and walk-ins in a timely, customer-focused manner.
• Provide installation, configuration, maintenance, and troubleshooting support of computer hardware, software, desktop applications, printers, and other IT-related devices.
• Assist with onboarding and offboarding procedures.
• Participate in PC setup using standard images, hardware, and software.
• Test fixes to ensure problems have been adequately resolved.
• Provide support for unified communications, desktop phones, and conference rooms.
• Assist in writing technical and support-related documents for knowledge base articles.
• Maintain accurate updated documentation while performing essential job duties.
• Understand ITSM framework and perform service requests while adhering to SLAs.
• Assist other analysts with support, troubleshooting, and fulfillment processes.
• Participate in IT projects, own specific tasks, work independently, and provide accurate communication.
• Other duties and tasks as assigned.

Requirements

• 1+ years' experience in an IT Service/Help desk setting or IT Support role.
• Experience in an IT environment supporting desktops, laptops, peripherals, and mobile devices.
• Tier 1 technical level support of computers, printers, and applications.
• Familiar with SAP functions and transactions.
• Strong communication and documentation skills.
• Knowledge of infrastructure and computer hardware, software, and applications.
• Knowledge of Windows operating systems - Windows 7, 10, 11, and iOS phone devices.
• Understanding of warehouse/shipping hardware, software, and printing.
• Experience in application support, O365, SAP, SSO, LAN, WAN, VPN technologies.
• Technical Certificate or Associates Degree preferred.

Nice-to-haves

• Technical Certificate or Associates Degree preferred.

Benefits

• Competitive compensation
• Full benefits package