Senior Analyst, IS Support Services
The J.M. Smucker Co.About the role
Your Opportunity as the Senior Analyst, IS Support Services
As a Support Services team member, you provide insightful advice and friendly technical support to users in need. You quickly diagnose hardware and software issues, explaining situations with patience and empathy. After determining what the issue is, you offer solutions to quickly get users up and running again. Even if you're juggling more than one customer, you stay conscious of their time demands as well as your own. You fulfill Smuckers service commitment with style, speed, and skill. You earn the trust of customers and coworkers alike as you offer guidance, knowledge, and even tips and training. You are also a member of a manufacturing team and assist in managing vendors, projects, and site infrastructure.
Location: Buffalo, NY
Work Arrangements: Onsite Monday - Friday
In this role you will:
Provide Tier I & Tier II support for mobile devices (smart phones, pads, tablets)
Provide Tier I & Tier II support for Microsoft O365, desktop operating systems, printer, and software to end-users.
Provide Tier 1 & Tier II troubleshooting support for network, phone, and server issues.
Image, configure and deploy PCs in an enterprise environment.
Deploy and repair local and network printers.
Install and configure software applications.
Provision accounts in multiple SOX applications.
Ensures root cause is understood, documented, and creates a plan to address.
Thinks creatively and develops solutions for moderately complex issues.
Serves as an internal escalation path to the Support Services team.
Provide after-hours support as needed.
Document (create/update) Standard Operating Procedures (SOP’s)
Execute projects as directed by site and corporate leaders.
Maintain infrastructure and reinforce corporate standards across site locations.
Work with and supervise vendors within the terms of their contracts
The Right Place for You
We are bold, kind, strive to do the right thing, we play to win, and we believe in a strong community that thrives together. Our culture is rooted in our Basic Beliefs, and we believe in supporting every employee by meeting their physical, emotional, and financial needs.
What we are looking for:
Minimum Requirements:
2+ years in a Help Desk or support position
Strong customer service skills
High attention to detail
Team player
Strong people skills and an aptitude for problem solving
Strong ability to prioritize tasks
Creative thinking
Ability to maintain composure and customer focus while troubleshooting and solving technical issues
Ability to adhere to a schedule of customer appointments
Demonstrates leadership in enhancements/projects
Skilled in the Microsoft Office Applications
Basic PowerShell knowledge
Additional skills and experience that we think would make someone successful in this role (not required):
Knowledge of the ServiceNow Platform
Knowledge of the Genesys phone system
Project management and budgetary experience
Pay Range: $60,000 - $85,800
Learn more about working at Smucker:
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