Helpdesk Support Analyst

As a leader and innovator in the snack food industry for over 50 years, J&J Snack Foods provides branded snack foods to foodservice and retail supermarket outlets across the U.S. Its products include such icons as SUPERPRETZEL, ICEE, and Dippin Dots along with other key brands like LUIGI S Real Italian Ice, The Funnel Cake Factory Funnel Cakes, and Hola Churros. J&J also has a strong presence in bakery providing cakes, cookies, and pies to some of the largest grocery and convenience retailers in industry. Our company continues to deliver record sales led by a talented team and a commitment to Fun Served Here .POSITION SUMMARY:Under the supervision of the IT Support Manager, the IT Support Analyst will provide front-line primary technical support to end users on various technical issues and problems relating to hardware, software, and peripherals. They will also be responsible for responding to, documenting, and resolving service tickets in a timely manner according to SLA. The IT Support Analyst must have excellent problem-solving skills to diagnose, evaluate and resolve complex problem situations, or when appropriate, escalate or route them to appropriate IT team members. The IT Support Analyst will also perform root cause analysis, develop checklists for typical problems and recommend procedures and controls for problem prevention. This position will support multiple platforms including desktops, laptops, mobile devices, and videoconferencing equipment. This position may require independent work, sharing information and assisting others with work orders.RESPONSIBILITIES:Provides support and oversight of the Local Area Network (LAN) including user support and understanding of the LAN operating system and hardware operation with a concentration on the day-to-day operational need of the HELPDESK support for all end users with an emphasis on remote operational users with mobile devices.Provides hardware support specifically relative to laptops, desktop, and remote users.Oversees the administration of printers connected to LAN to insure operational day-to-day administration of the LAN to include user connectivity, resources, etc.Supports the Wide Area Connection to J&J Snack Foods as the first level support of organization connectivity.Provides IT support for End User telephone system and data communication support to include but not limited to administration of telecommunication systems, oversight of vendors to support the systems, and support for Smart-Phone and Mobile Devices.Oversees training responsibilities to include but not limited to: Hardware (computers, printers, etc.) and Software (various applications used by the organization).Supports Mobile users to ensure an understanding of the applications and the hardware to enable the resolution of remote user problems.Oversees the Hardware inventory process to include all IT related equipment and the receiving and control of software, computer hardware, and related equipment.Analyzes the device images via Microsoft Deployment Toolkit (MDT) and is responsible for advising of changes required.REQUIREMENTS:High school diploma or its equivalent required.Associate Degree or equivalent Technical School, preferred.Provide exceptional customer service in person, via phone and email as help desk issues including troubleshooting hardware and software issues.Perform user administration duties.Documentation developmentCOMPETENCIES:To perform this job successfully, the IT Support Analyst must be self-motivated, detail oriented and able stay on task. They must have a proven ability to research and problem solve in a timely manner. The requirements listed below are representative of the knowledge, skill, and/or ability required.PC hardware and Windows operating systemsMobile device hardware and operating systems including Microsoft, Apple, and AndroidAbility to problem solve in a constantly changing itiative to continually improve process and systems.Job Type: Full-timePAY:From $59,000.00 per yearBenefits:401(k)401(k) matchingDental insuranceFlexible scheduleFlexible spending accountHealth insuranceHealth savings accountLife insurancePaid time offTuition reimbursementVision insuranceSchedule:8 hour shiftMonday to FridayExperience:Help desk: 5 years (Preferred)Windows: 3 years (Required)Ability to Commute:La Vergne, TN 37086Work Location: In person -Onsite required

Created: 2024-11-02