IT Service Desk Technical Analyst

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ABOUT US (AND OUR EXCITING FUTURE)

About The Opportunity

Are you passionate about end user technology and customer service? Do you enjoy working in a fast-paced IT environment? Menasha Corporation is seeking a highly motivated, innovative Service Desk Technical Analyst to provide phone, email, and onsite technical support and assist with corporate infrastructure projects. Under the general direction of the Manager Service Desk, this position will provide technical support for user assistance in all assigned software applications, support processes, maintenance of desktop/laptops, phones, basic network connectivity, user account management and permissions, audio/video, projectors, room, and desktop video conferencing, and assisting the operational teams as necessary. This position will also support Corporate IT infrastructure projects including global PC/Server patching, PC imaging process, and Anti-Virus and device management deployment.

Major Responsibilities:

• Provides IT support for all Menasha locations (hardware, systems, teleconferencing, etc.)
• Collaboration Support – Educate and advocate use of collaboration environments (O365, Outlook, Teams, SharePoint, OneDrive).  Demonstrate the efficiency and effectiveness of collaboration within the organization, across organizations, and with customers including support of all meeting room technology.
• Acts as mentor to peers through the sharing of technical IT knowledge and guidance.
• Maintains a first-class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner.
• Security – Understand and assist with the tools and processes required to identify, test, deploy and support security patches and antivirus definition files to all PCs and servers.
• Issue Resolution: Troubleshoots, diagnoses, and resolves end user and network issues. Researches, analyzes, and recommends the implementation of software or hardware changes to rectify any deficiencies or to enhance network performance.
• Network Connectivity: Provides support for network connectivity or related network issues for the user community.
• Performs related duties and fulfills responsibilities as required.
• Position requiring in office support in Neenah, WI four days a week

Required Education / Experience / Skills:

• An advanced degree in Information Technology or related field and / or two (2), plus years of equivalent work experience.
• Experience supporting a hybrid remote work-from-home and in office workforce.
• Experience supporting Office 365 and identity management components.
• Additional Certifications such as MCP, A++, CompTIA A+ preferred.
• Excellent technical knowledge of laptop computers and Service Desk hardware, including but not limited to Windows 11 laptops and some experience with Active Directory.
• Strong ability to quickly learn new information system technology
• Strong organization and multi‐tasking skills
• Strong analytical skills: ability to think big and scale quickly
• Excellent interpersonal, communication and influencing skills to establish trust, credibility and rapport at all levels of the organization; seen as humble, direct, and authentic.

Desired Qualifications:         

• Knowledge of commercial enterprise-level tools and products to provide network services.
• Prior experience working in Helpdesk and/or server management roles
• Background working closely with IT admins and engineers in a corporate environment.
• Familiarity with Windows based server technologies
• Informing - Provides the information people need to know to do their jobs and to feel good about being a member of the team, unit, and/or organization; provides individuals information so that they can make accurate decisions; is timely with information.
• Interpersonal Savvy - Relates well to all kinds of people, at all levels in the organization; builds appropriate rapport; builds constr