IT Support Analyst - Tricon Solutions

Location: 350 Sprowl Road, Huron, OH - 44839

Type: 8 months contract on W2 (*Opportunity to be converted or assignment extended for the right fit and as headcount allows.)

Schedule: Monday-Friday first shift hours. 40 hours/week. Start and end time are flexible. No mandatory OT.


Job Function:
The Site IT Support job family forms the Site IT Support track within the IT function. Positions in this family provide Infrastructure support to end-users at client locations. They work with centralized IT teams to deliver new solutions and support the existing standards.

• Responsible for providing day-to-day technical support to employees for a range of hardware and software related systems.
• Responds to and diagnoses problems through discussion with users, which includes troubleshooting, fault rectification and problem escalation.
• Provides effective and timely resolution of users' problems, queries or complaints.
• Assists in hardware and software evaluation and recommends upgrades or improvements to IT infrastructure.

Position Description:
Individuals in this job position perform work at the entry level within this job family. Site IT Support (SIS) Analyst II are business, function, or process specialists and can be technology generalists or specialists.

• Demonstrates the ability to clearly express ideas, risks both verbally and written, in a positive and effective manner to their supervisor and team members, and business stakeholders.
• Effective in communicating status to the team.
• Demonstrates confidence and active listening to confirm understanding of the customer needs to support the deliverable.
• They act within well-defined policies and procedures and can explain them to others with supervision.
• Normal focus is on existing products or processes.

Key Responsibilities:

Onsite Technology Support provides in-person assistance to employee end users including:

• Responds to telephone calls, emails, and personnel requests for technical support.
• Provide support to end users on a variety of issues. Identifies, researches, and resolves technical problems.
• Maintaining and troubleshooting a range of user problems including PC hardware/software/LAN and voice network
• Diagnosing problem source through discussions with users and coordinating with internal IT organization support and operations groups and/or with vendors to resolve problems
• Acquiring, installing, and upgrading PC components and software and planning for/responding to service outages and other problems
• Training users on use of new technology and software
• Performs pro-active monitoring of PPG's computer systems through appropriate tools.
• Documents, tracks, and monitors problems to ensure timely resolutions.
• Participates in various IT projects working with internal and external teams.
• Support a small Site(s) within country – oversight of up to 200 IT end users, no direct reports

Qualifications

• A 4-year degree in Computer Science, Engineering, or related discipline is preferred. A degree would give them the opportunity to be hired FT down the road if headcount allowed and for the right fit.
• Strong interaction and interpersonal skills specifically listening, providing guidance,
• Strong analytical abilities to quickly resolve technical problems, evaluate alternative approaches and to recommend the most feasible and economical solutions.
• Follow company standards and apply policies consistently.
• Strong verbal communication skills, including the ability to document operations procedures
• A Fluency in English