IT Service Desk Analyst II

Title: IT Service Desk Analyst II
Location: Lee's Summit, MO
Division: EPI
Direct Report: IT Operations Manager

Summary:

The Help Desk Analyst II will play a crucial role in providing technical support, resolving escalated IT issues, and assisting end-users with complex technology-related inquiries.

Key Responsibilities:

1. User Support and Escalation:

• Act as a point of escalation for complex IT-related inquiries, issues, and service requests from employees.

• Provide advanced technical support via phone, email, or in-person and ensure timely issue resolution.

1. Technical Troubleshooting and Resolution:

• Diagnose and resolve advanced hardware and software problems, including desktops, laptops, printers, mobile devices, and network issues.

• Investigate and troubleshoot challenging technical issues with a focus on root cause analysis.

1. Software and Application Support:

• Assist users with advanced software installations, updates, and troubleshooting.

• Collaborate with software vendors and internal teams to resolve application-related issues.

1. Hardware Maintenance and Configuration:

• Perform advanced hardware maintenance tasks, such as configuring workstations, imaging devices, and managing equipment inventory.

• Coordinate complex hardware repairs or replacements with vendors.

1. Access Control and Security:

• Manage user accounts, access permissions, and password policies according to company security standards.

• Monitor and respond to security incidents and vulnerabilities.

1. Training and Documentation:

• Develop and maintain technical documentation, user guides, FAQs, and knowledge base articles.

• Provide training and guidance to end-users and junior IT staff on advanced IT tools and applications.

1. IT Project Support:

• Assist in the planning and implementation of IT projects, such as system upgrades, migrations, and deployments.

• Collaborate with project teams to ensure successful project outcomes.

1. IT Governance and Compliance:

• Ensure compliance with IT policies, procedures, and best practices.

• Participate in IT governance and audit activities as required.

Qualifications:

• Associate degree or equivalent (Bachelor's degree or relevant certifications are a plus).

• 3-5 years of experience in IT support, help desk, or a related technical role, with a focus on complex issue resolution.

• Proficiency in Windows operating systems, Microsoft Office Suite, and advanced troubleshooting tools.

• Strong analytical and problem-solving skills.

• Excellent communication, customer service, and interpersonal abilities.

• Ability to work independently and mentor junior IT staff.

• Familiarity with IT service management (ITSM) and incident management tools.

WORK ENVIRONMENT AND EXPECTATIONS

• Job duties are performed mainly within an established office environment under normal lighting and climate-controlled tolerances. The noise level in the work environment is usually low to moderate.
• Requires a consistent physical presence at the office to oversee shared services functions and employees, normally achieved by working standard business hours. Certain positions will require a flexibility of working hours to meet the demands of the job and the direction of the manager.

The work environments are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

PHYSICAL REQUIREMENTS

• Prolonged periods of standing and walking.
• Requires lifting, positioning, pushing, and/or pulling.
• Prolonged periods sitting at a desk and working on a computer.

This job description does not constitute a written or implied contract of employment. This job description is not intended and should not be construed to be an exhaustive list of all responsibilities, skills, efforts, or work conditions associated with the job. Furthermore, the employer reserves the right to revise or change job duties and responsibilities as the need arises.

Enerfab is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or status as a protected veteran or any other protected class under federal, state, or local law.

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire. Applicants must be authorized to work for any employer in the U.S.

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