Enerco Group - Cleveland, OH
posted 4 months ago
The IT Support Analyst will provide front-line primary technical support to end users on various issues and problems relating to hardware, software, and peripherals. This role is crucial in ensuring that all technical issues are addressed promptly and effectively, contributing to the overall efficiency of the IT department. The IT Support Analyst will be responsible for responding to, documenting, and resolving service tickets in a timely manner, ensuring that users receive the support they need to maintain productivity. Excellent problem-solving skills are essential for diagnosing, evaluating, and resolving complex problems, and when necessary, escalating issues to the appropriate IT team members. In addition to troubleshooting, the IT Support Analyst will perform root cause analysis and implement corrective actions to prevent future issues. Familiarity with installed warehouse management systems (WMS), warehouse control systems (WCS), and Enterprise Resource Planning (ERP) solutions is necessary to support Distribution Center operations effectively. The analyst will validate pick, pack, and ship operations in a test environment and develop software procedures and controls for problem prevention. This role requires support across multiple platforms, including desktops, notebooks, mobile devices, handheld scanners, printers, and various networked equipment. Exceptional customer service is a key component of this position, as the analyst will interact with users in person, via phone, and through email. Responsibilities also include resolving help desk issues, performing user access administration for ERP, WMS, and WCS, and maintaining communication with the IT Project Manager and Director regarding ticket status and resolution. The IT Support Analyst will also coordinate software upgrades with solution vendors and internal teams, ensuring that all systems are up-to-date and functioning optimally. Continuous professional development is encouraged, with opportunities to participate in educational programs and maintain technical skill relevance.