IT Support Analyst III

Description

We are hiring a IT Support Analyst III.

Responsible for providing advanced-level technical support to end users across the enterprise, with an emphasis on complex issue resolution, process improvement, and mentorship. Support is provided in person and remotely via phone, email, and chat. The IT Support Analyst III is expected to serve as a subject matter expert in multiple core systems and handle escalations from Level I and II analysts.

The Support Analyst III leads root cause analysis for recurring issues, contributes to long-term technical solutions, and plays a key role in identifying and resolving systemic problems. This position is also responsible for maintaining and enhancing the IT knowledge base, creating internal documentation, and recommending automation or process improvements for ticket triage and resolution.

Essential Duties and Responsibilities

• Providing technical leadership and mentorship to junior team members.
• Collaborating cross-functionally with infrastructure, cybersecurity, and application teams.
• Participating in change management reviews and CAB meetings.
• Performing software packaging, deployment, and advanced workstation imaging.
• Assisting in the evaluation and rollout of new hardware and software solutions.
• Leading or contributing to IT projects and process improvement initiatives.
• Provide extraordinary customer service in person and remotely via phone, chat, and email as appropriate and ensure prompt, thorough resolution of tickets including detailed logging and tracking of issues in ticketing software.
• Troubleshoot and make knowledge-based decisions to resolve typical and advanced support requests for laptops, desktops, tablets, printers, smart phones, peripherals and associated software and applications.
• Install and configure operating system software and associated applications.
• Perform new user administration duties.
• Perform back-up / restore procedures per defined processes.
• Perform preventative maintenance including repairs and upgrades on enterprise technology.
• Create and maintain internal IT process documentation.
• Create and maintain knowledge base articles for use by associates.
• Serve as a "backup" for other Operations team members.
• Seek cross-training in areas outside expertise. Extend expertise by learning IT Support Analyst IV responsibilities.
• Monitor enterprise infrastructure alerting and other event logs daily and respond appropriately.
• Frequently rely on skill and judgement to respond to or escalate events.
• Perform SCCM and manual server patching. Application of judgement and decision making is needed to respond to system messages.
• Excellent problem-solving skills.
• Perform work on IT projects.
• Provide after-hours coverage following on call rotation.
• Conduct training on processes for IT staff and end users.
• Perform other duties as assigned.

CORE VALUES & GUIDING PRINCIPLES :

QUALIFICATIONS :

EDUCATION :

At TIDI Products we are committed to offering a comprehensive employee benefits program than help our employees stay healthy, feel secure and maintain a work / life balance.

About TIDI Products...

TIDI Products is a market leading manufacturing of disposable infection prevention products and patient safety products, headquartered in Neenah, WI. We have manufacturing and distribution facilities in Neenah, WI, and Tijuana, MX. TIDI provides best in class products and services to major healthcare products distributors and users worldwide.

We Support Care Givers and Protect Patients!!

Disability Accommodation

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email WIHR@tidiproducts.com or call 920-751-4300 x 4044.

Equal Opportunity Employer

TIDI Products is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive considerations for employment without regard to race, color, religion, sex, age, disability, marital status, family.