Technical Support Analyst

Job Details

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
• Associate’s 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.