Technical Support Services Analyst - American Woodmark

American Woodmark is one of the nation's largest cabinet manufacturers. By partnering with major home centers, builders, and dealers, we spark the imagination of homeowners and designers and bring their vision to life. Across our service and distribution centers, our corporate office, and manufacturing facilities, you'll always find the same commitment to customer satisfaction, integrity, teamwork, and excellence.



We are on a journey to encourage an inclusive Woodmark and are taking meaningful actions to promote diverse representation across every part of the business. Together, every team member contributes to making American Woodmark a place where people can express who they are through what they do.



POSITION PURPOSE:
The Analyst, Technical Support Services is a critical member of the Information Technology team whose primary mission is to provide best-in-class technical services and solutions across the enterprise with skills and expertise in the areas of client devices, software, hardware, and network infrastructure. Provide a high level of customer service throughout the organization with a primary focus on systems availability, responsiveness, connectivity, security, and established service level metrics.



IDEAL CANDIDATE PROFILE:
To perform this job successfully, an individual must be able to excel at the essential functions assigned. The requirements listed below are representative of the knowledge, skill, and ability required.



Experience
* Requires 1-3 years of IT help desk work experience with a broad range of exposure to business applications.
* Experience in PC hardware and software technical support is required.
* Proven experience using deployment and imaging technologies, Microsoft System Center, and utilizing issue tracking systems.
* Demonstrated success in customer satisfaction and adherence to established service levels.

Skills
* Extensive knowledge of Microsoft suite, Office 365 productivity suite, and Windows desktop.
* Advanced knowledge of common client software installation and configuration.
* Basic desktop/laptop hardware upgrade installation.
* Knowledge of mobile device configuration (iPhone and tablet)
* Fundamental network, printer/copier, and telephone (Cisco) troubleshooting skills.
* Microsoft Desktop certification or equivalent experience required.
* Knowledge of Microsoft O/S, Office and collaboration tools
* Proven experience supporting and troubleshooting MACs, tablets and smartphones.
* Ability to effectively troubleshoot and solve complex hardware and software problems.
* Able to communicate clearly and concisely both written and verbally.
* Proven customer service skills and service delivery approach.
* Excellent interpersonal and teamwork skills.
* Ability to learn new skills and knowledge quickly.
* ITIL knowledge a plus



Education
* Bachelor's degree in computer science or equivalent degree from an accredited college or university or associate degree or technical diploma in Information Systems or another related field.
* Or equivalent work experience and/or related technical certifications as a substitute for a degree.



ESSENTIAL FUNCTIONS:
* Responsible for the physical delivery and ongoing support of products/services, applications, network systems and overall solutions.
* Performs tasks including, but not limited to, systems software upgrades, workstation setups, and configuration of printers, storage devises, and other peripheral equipment.
* Deploy desktop and laptop resources using company standard imaging tools.
* Support the IT Change Request process to acquire, configure, and install hardware and software for all new user setups and user change requests.
* Provide elevated support and issue resolution as required after-hours and on weekends.
* Implements and monitors system security procedures such as system updates and access control to maintain system integrity and availability.
* Monitor and continue to improve upon customer satisfaction and service delivery management.
* Perform initial training and onboarding processes including IS policy communication and delivery to all new hires.
* Provide desk-side support following the incident management process.
Analyze, troubleshoot and resolve complex technical issues and requests with business applications, desktop connectivity and hardware technologies including laptops, printers, RF Guns, tablets, smart phones, workstations, videoconferencing etc.
* Accurately document all work in the ITSM tool. Prioritize incidents and change requests based on defined criteria and service level agreements and effectively co