Technical Support Analyst
Technical Support Analyst
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Job Description
Vestis is seeking a hands-on IT Technical Support Analyst to join our IT infrastructure organization. Reporting to the Manager IT Support Services the IT Technical Support Analyst will be a customer-service oriented support resource providing detailed technical support for end users in office field and manufacturing environments. This will include End User Computing (EUC) support of hardware and software throughout the organization.
Responsibilities/Essential Functions:
- Configure deploy and support end user PC hardware and software including but not limited to laptop and desktop computers mobile devices such as phones tablets scanners and related handheld devices and industrial computing components necessary for production support (e.g. IoT sensors kiosks monitors printers etc.).
- Work in-person and remotely with end-users to address support issues; act as a liaison where necessary for proper handoff/routing of issues between other IT support teams owning issues and the end-user relationship throughout the support process.
- Research complex escalated IT incidents and utilize the enterprise ITSM platform to document processes and procedures to resolve newly found technical issues via incident ticket notes and Knowledge Base Articles (KBAs).
- Provide general application support and collaborate with IT teams and external vendors to support Vestis-specific applications and systems in both office and industrial settings.
- Provide event assistance with Audio Visual environments in support of conferences and meetings.
- Work independently and autonomously to support local office and remote Market Centers across the country.
- Provide after-hours and week-end support on an as needed basis during project implementations and production outage emergencies.
Knowledge/Skills/Abilities:
- Excellence in customer service and communications with both technical and non-technical stakeholders.
- Adept at troubleshooting and identifying technology issues along with potential solutions.
- Able to work independently and within teams in both issue resolution and project environments.
- Effective at utilizing service management resources to troubleshoot document and resolve issues.
- Skilled in Microsoft software and services including Windows Office Word Excel PowerPoint.
- Skilled in configuration and troubleshooting of mobile devices including Apple IOS Android etc.
- Familiar with ITSM/ITIL concepts (incidents requests changes) using tools such as Jira ServiceNow etc.
- Familiar with supporting industrial settings including IoT devices network connections etc.
Experience/Qualifications:
- High school diploma required
- Associates degree or higher preferred
- 5-7 years of relevant work experience
- IT certifications preferred (A N ITIL etc.)
Working Environment/Safety Requirements:
- Perform work in office and industrial settings observing all safety rules and requirements
- Occasional travel (10%) required to business locations or data centers conferences etc.
Required Experience:
IC
Employment Type
Full-Time
