IT Service Desk Analyst

Description

About WEG Electric Corp.

WEG Electric Corp. is the largest industrial electric motor manufacturer in the Americas and one of the largest electric motor manufacturers in the world, producing more than 21 million units annually. Founded in 1961, WEG Electric Corp. operates mainly in the sector of capital goods, having five main businesses: Motors, Energy, Automation, Coatings, Transmission & Distribution, providing global solutions for electric motors, variable frequency drives, soft starters, controls, panels, transformers, and generators. The US corporate office is in Duluth, GA, with manufacturing units in Minnesota, Indiana, and Missouri, and over 30,000 employees worldwide. Visit our website to learn more: www.weg.net.

About the role:

WEG Electric Corp. has an excellent opportunity for an IT Service Desk Analyst. The WEG Electric Corp. Information Technology team is responsible for providing infrastructure and system support services to WEG Group companies in the US. Our mission is to support technology by delivering efficient and cost-effective solutions and services to our customers and business units.

This position aids support requests to the US IT Service Desk. The Service Desk Analyst will support and maintain hardware, software, and system issues by researching and troubleshooting reported issues using available information and resources. The role supports facility IT computing services, devices, applications, and site-specific systems and infrastructure hardware and software. The role will liaise with on-site Infrastructure Analysts and other experienced members of the US support team, ensuring support requests are handled with care and urgency and completed in a timely manner. This role may participate in and own tasks in small related IT projects. The individual must demonstrate strong interpersonal skills while providing excellent customer service.

Primary Responsibilities:

• Field incoming support requests to the Service Desk and resolve or escalate problems quickly and effectively.
• Record, track, and document problems and actions taken to final resolution.
• Process first-in, first-out requests based on priority. 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, computer peripherals, and other IT-related devices.
• Evaluate and provide necessary support for access-related requests.
• Assist with onboarding and offboarding procedures.
• Participate in PC setup using standard images, hardware, and software.
• Test fixes to ensure problem(s) have been adequately resolved.
• Support unified communications, desktop phones, and conference rooms.
• Write and assist with technical and support-related documents for knowledge base articles.
• Maintain accurate, up-to-date documentation while performing essential job duties.
• Understand the ITSM framework, process service requests, and adhere to SLAs.
• Assist other analysts with support, troubleshooting, and fulfillment processes.
• Participate in IT projects, own specific tasks, work independently, and communicate accurately.
• Other duties and tasks as assigned.

Education:

• Computer Information Systems or comparable job experience in Information Technology.

Knowledge/training:

• Knowledge of infrastructure and computer hardware, software and applications.
• Knowledge of Windows operating systems (Windows 7, 10, 11) and iOS devices.
• Understanding of warehouse/shipping hardware, software, and printing.
• Experience in application support, O365, SAP, SSO, and LAN/WAN/VPN technologies.
• Strong communication and documentation skills
• Technical Certificate or Associate's Degree preferred

Experience:

• 1+ years’ experience in an IT Service/Help Desk setting or IT Support role.
• Experience in an IT environment supporting desktops, laptops, peripherals, mobile devices, and networking.
• Tier 1 technical support for computers, printers, and applications.
• Familiarity with SAP functions and transactions is a plus
• Experience working on projects, above-average troubleshooting skills, self-starter, and highly motivated.

We offer a pleasant work environment, competitive compensation, and a full benefits package. To Apply: All candidates must submit an updated resume and complete our application in order to be considered for this position. Must be authorized to work in the United States. WEG Electric Corp. does not offer visa sponsorship for this role.

We are proud to be an Equal Opportunity/Affirmative Action employer. Qualified applicants will receive consideration for employment without regard to race, sex, disability, veteran status, or other protected status.