End User Support Analyst I

Position Summary

The EUS Analyst's primary objective is the management and support of the company's desktop software and hardware assets (pc, laptop, tablets and other IP based mobile devices). In addition to the overall management of the systems OS, this role will also perform patches and upgrades to desktop software (client based only), general support of basic Microsoft Office 365 functions and features, administer desktop licensing and security. This role is highly collaborative with the other functions of IT and is part of the IT Infrastructure and Operations Team.

Key Responsibilities

• Manage and execute solutions for inbound tickets and requests through IT ServiceDesk.
• Diagnose and resolve desktop problems regarding OS and desktop application configurations including required patches and software incompatibilities.
• Install and configure component hardware on pc's, laptops, tablets and other IP based mobile devices.
• Provide media and telecom support for conferencing and display monitors.
• Define and ensure conformance to established desktop policies, procedures, and standards.
• Manage the organization and documentation of computer related assets within MACtac including non-deployed hardware.
• Research and recommend next generation desktop solutions, standards and policies to determine those which best meet company needs
• Manages and documents backup/restore procedures of desktop files.
• Collaborates with LAN, Applications Development, and Business Services Management IT Departments on cross functional issues and requests.

Scope:

• Decision Impact: Organization
• Department Responsibility: IT (1)
• Budgetary (P&L) Responsibility: No
• Direct Reports: No
• Physical Requirements: Individual will be required to work in both plant and office environments. Eye and foot protection is mandatory when working in plant environment. Requires physical movement such as bending and lifting up to 40lbs.
• Management Responsibilities Level: Individual Contributor
• Reports to: Director of Infrastructure & Operations
• Location: Stow, OH (Close proximity to Akron, OH & Cleveland, OH)
• Travel: 10-20%

Selection Criteria:

• Education:
  • Requires minimum B.S. in Computer Science, MIS or related field
  • 1-3 years of hands-on experience in desktop support for medium to large company.
  • Additional Microsoft certifications preferred (MTA, MCSA)
• Experience:
  • Working knowledge of Windows operating systems.
  • Organizational skills and ability to manage multiple tasks with limited oversight.
  • Ability to work weekend and nights as required.
  • Ability to analyze relationships among several parts of problem or situation and thoroughly break down complex problems into manageable parts.
  • Ability to accomplish monthly objectives and address current opportunities.
  • Ability to effectively communicate, both in writing and verbally, with people of various educational and technical backgrounds, both inside and outside the company.
• Other:
  • Legal authorization to work in the US is required. We will not sponsor individuals for employment visas, now or in the future, for this job opening.
  • Relocation Eligible: Ineligible for Relocation

What You'll Love About Us:

• Learning & Development: Tuition assistance available along with an internal training budget. Get with a hands-on company, in a fast-paced environment where you can have the runway to make change.
• Rest & Relaxation: 10 paid holidays off per year on top of a generous vacation policy.
• Great company culture: Work for a company that genuinely values work/life balance. We also have a give back mentality with participation in a variety of community activities & events.
• Health Benefits: Medical with HSA options, Dental, and Vision starting day one for you and your family. Gym on-site with a weekly yoga class.
• Prepare for the Future: Competitive 401(k) with company match.

Disclaimers:

• The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.
• It is the policy of Mactac that all employees are employed at the will of Mactac for an indefinite period and are subject to termination at any time, for any reason, with or without cause or notice. At the same time, employees may terminate their employment at any time and for any reason.
• Equal Opportunity Employer. All qualified candidates will receive consideration for employment and will not be discriminated against based on race, color, religion, sex, sexual orientation, gender identify, national origin, protected veteran status, disability, age, pregnancy, genetic information, creed, citizenship status, marital status or any other consideration prohibited by law or contract.