Help Desk Analyst II

Job Description

Job Description

We are looking for a skilled Help Desk Analyst II to join our team in Prattville, Alabama. This position involves providing comprehensive IT support to ensure smooth operations across manufacturing facilities. As a critical member of the team, you will address technical challenges, collaborate with various departments, and contribute to maintaining IT systems. This is a long-term contract opportunity for professionals passionate about delivering excellent service and fostering operational efficiency.

Responsibilities :

• Provide onsite IT support by assisting plant staff with technical issues and resolving inquiries related to PCs, Microsoft Windows, and Office.
• Install, configure, and maintain Windows desktop and laptop systems within a manufacturing environment.
• Monitor service desk tickets, ensuring timely responses and resolutions to technical problems.
• Act as a liaison between corporate IT and manufacturing facilities, aligning IT standards with operational needs.
• Collaborate with process control teams to troubleshoot and resolve technical challenges.
• Plan and coordinate the installation of end-user and network devices to optimize functionality.
• Assist in administering computer inventory, refresh cycles, and provide detailed reports to management.
• Offer backup coverage for other regions and participate in on-call support rotations.
• Communicate effectively with vendors, corporate IT staff, and plant employees to address IT-related concerns.
• Travel regionally to manufacturing plants as needed to provide onsite support and maintain systems.
• Bachelor's degree preferred, or equivalent work experience and certifications.
• Minimum of 5 years of experience in IT support or a similar role.
• Proficiency in Windows operating systems, desktop support, and networking.
• Familiarity with Cloud environments, networking hardware, and provisioning software like InTune.
• Experience with conference room A / V equipment and ticketing tools such as ServiceNow.
• Strong written and verbal communication skills, along with excellent customer service abilities.
• Self-motivated and capable of working independently while solving complex problems.
• Willingness to travel regionally, with approximately 50% travel required.