Technical Support Analyst 1

Technical Support Analyst

Printpack's IT Technical Support group services Printpack operations in the US. The Technical Support Analyst at each plant location works to achieve IT operational excellence for manufacturing in support of customer order delivery. The group delivers frontline IT technical support to onsite and remote associates, contractors, customers, vendors, and visitors and executes the IT strategy for many business-wide initiatives. The Technical Support Analyst will 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.

Job Description:

• Solve Tier 1 and 2 incidents and/or escalate to appropriate functional groups.
• 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.
• Perform IT preventive maintenance and due diligence to ensure business continuity.
• Ensure IT-related inventories are kept up to date and peripherals are readily available.
• Administer user accounts through Active Directory.
• Support WAN/LAN technologies, including switches, routers, wireless access points, port configurations, and remote VPN.
• Serve as conduit between plant resources and relevant corporate ITPM resources, collaborate with Corporate and Engineering resources, and follow up and escalate to appropriate teams, as necessary.
• Support enterprise-wide application(s) and database(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.
• Provide on-call support and escalation, as necessary.

Qualification:

• Must have hands-on experience with desktops/laptops/tablets/smart devices; Windows 10, software installs, imaging and restorations, 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.
• Comp TIA A+, MCSA preferred, but not mandatory.

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, disability, marital status, military or veteran status or affiliation, or any other characteristic protected under applicable law.