IT Support Analyst II

IT Support Analyst

As the largest pureplay adhesives company in the world, H.B. Fuller's innovative, functional coatings, adhesives and sealants enhance the quality, safety and performance of products people use every day. Founded in 1887, with 2024 revenue of $3.6 billion, our mission to Connect What Matters is brought to life by more than 7,500 global team members who collaborate with customers across more than 30 market segments in over 140 countries to develop highly specified solutions that enable customers to bring world-changing innovations to their end markets.

As an IT Support Analyst at H.B. Fuller, you will serve as the first point of contact for users experiencing technical issues. You'll provide timely and effective solutions, either remotely or on-site, and ensure compliance with IT policies. This role is essential to maintaining high user satisfaction and seamless IT operations.

Primary Responsibilities:

• Provide customer service to end-users via phone, online requests, emails, and walk-ups
• Document technical procedures and maintain a knowledge base
• Provide end-user training on software applications and technology
• Resolve complex technical problems related to systems, applications, and network connectivity
• Manage and prioritize technical support requests for timely resolution
• Participate in design, installation, configuration, and maintenance of systems and peripherals
• Collaborate with IT staff to implement solutions for complex technical issues
• Maintain technical documentation and support knowledge base
• Ensure compliance with IT policies and procedures
• Participate in a rotating on-call schedule to provide after-hours IT support, including evenings, weekends, or holidays as needed

Minimum Requirements:

• Associate degree or technical certification in computer science or related field, or 1-2 years of experience in technical support/help desk
• Knowledge of Windows OS and O365 Services
• Experience troubleshooting hardware and software issues
• Strong communication and customer service skills
• Ability to work on-site
• Understanding of ITIL best practices for Incident, Problem, and Service Request fulfillment

Preferred Requirements:

• Experience supporting users in a manufacturing or multi-site environment
• Familiarity with ticketing systems and remote support tools
• Ability to train users with varying levels of technical proficiency
• Strong documentation and organizational skills
• Bilingual (if applicable to location or user base)

Pay is based on several factors including but not limited to education, work experience, certifications, and geographic location. The salary for this role is $55,328.00 - $69,160.00 based on experience. In addition to your salary, H.B. Fuller offers employees a competitive total rewards package including comprehensive benefits, incentive and recognitions programs, health & wellness benefits, 401K contributions, paid time off and paid holidays. Eligibility may vary.

H.B. Fuller is an Equal Employment Opportunity employer and proud to have created a collaborative culture where employees around the world are seen, heard, and respected. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability, or marital status or status as a protected veteran, or any other legally protected classification.

H.B. Fuller does not accept unsolicited resumes from recruiters, employment agencies, or staffing firms. To conduct business with H.B. Fuller, a written service agreement must be executed by Human Resources prior to submitting any information relating to a potential candidate. Without a signed service agreement, H.B. Fuller shall not be obligated for payment of any fee or compensation. H.B. Fuller 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, veteran, or disability status.