Technical Support Analyst I/ II

The Technical Support Analyst I or II, depending on qualifications, will be the primary front-line technical support to end-users on various issues and problems relating to IT hardware, software, and peripherals. This individual will perform IT preventive maintenance and due diligence to support strategic corporate initiatives and projects that include IT disaster recovery and business continuity efforts at the assigned manufacturing plant location(s). The Technical Support Analyst I or II will be responding to, documenting, and resolving service tickets promptly and on time. He or she must be able to prioritize work, multi-task, make decisions, and possess strong communication and analytical ability. Candidates must be available for off-hours support as well as occasional travel.

RESPONSIBILITY AND DUTIES

• Perform all IT Support related service work, including but not limited to imaging, software installations, problem diagnosis and repair necessary for end-users and server-related computing devices, printers, and RF scanners.
• Troubleshoot and work with vendors on IT hardware technical issues.
• Provide end-user support for Microsoft Office 365, Windows 10, SharePoint, and Microsoft Access databases.
• Ensure IT-related inventories are kept up to date and peripherals are readily available.
• Administer user accounts through Active Directory.
• Familiar with WAN/LAN technologies, including switches, routers, wireless access points, port configurations, and remote VPN.
• Collaborate with Corporate and Engineering resources, follow up and escalate to appropriate teams, as necessary.
• Support Enterprise-wide application(s).
• Take ownership of issues and follow through to completion.
• Support strategic corporate initiatives and projects.
• Ensure adherence to IT policies, standardization of processes and procedures.
• Keep apprised of trends in technology to improve customer experience and productivity.
• The job requires on-call support and escalation, as necessary.

QUALIFICATIONS

• Experience working in the technical support field, preferably in a manufacturing environment.
• Must have hands-on experience with desktops/laptops/tablets/smart devices; Windows 10, software installs, imaging and restores, virtual server environments, patch management, and network strategies.
• Excellent verbal and written communication skills.
• Self-starter with high motivation and ability to work with geographically dispersed management.

Printpack is proudly an equal-opportunity employer. We are committed to creating an inclusive environment. Embracing diversity enhances our work culture and is vital to our success. We do not discriminate based on race, color, religion, sex (including pregnancy), national origin, gender identity, sexual orientation, marital/parental status, genetic information, age, national origin, ancestry, ethnicity, disability, marital status, military or veteran status or affiliation, or any other characteristic protected under applicable law.

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Printpack is committed to helping individuals with disabilities participate in the workforce and ensure equal opportunity to compete for jobs. If you need a reasonable accommodation to assist you with your application for employment or job search, please get in touch with us by sending an email to [email protected].  Please include in your email a brief description of the accommodation you are requesting and the position for which you are interested in applying.