Desktop Support Analyst

Williams International is a privately-owned company that develops and manufactures jet engines for both military and commercial aircraft applications. We are a company of creators who deliver pioneering ideas and technologies that lead the aerospace industry. Our culture fosters creativity, collaboration, and continuous learning to position our team members to inspire each other and provide quality products and supporting services that exceed the expectations of our customers.

The Opportunity

Williams International has an exciting opportunity for a Desktop Support Analyst to join our team. The Desktop Support Analyst is primarily responsible for providing team members with second-tier support via escalated Helpdesk requests, assisting IT colleagues with project-related tasks and / or research, and other relevant desktop support tasks that may arise. Additional responsibilities include loading, configuring, and deploying PCs, supporting relocation of team members, software / hardware installation, configuration, and troubleshooting. All must be conducted with a high level of customer service and professionalism.

The Desktop Support Analyst will :

• Process Helpdesk requests via web form, email, and phone; categorizing and routing to appropriate support groups.
• Own and resolve Helpdesk requests in as complete and efficient a manner as possible; escalate to a higher-level technician when appropriate.
• Troubleshoot Level One and Two software, hardware, and operating system issues in both a business and engineering / manufacturing setting.
• Perform software installations, configurations, and upgrades in both a business and engineering / manufacturing setting.
• Effectively manage user expectations by communicating status and progress throughout the issue resolution process.
• Interface with department managers to gather hardware and software requirements for incoming team members.
• Load Windows operating system and software onto PCs, configure accordingly, and migrate data before deploying to team members, ensuring minimal-to-no disruption in end-user functionality.
• Provide IT support during twice-yearly (week-end) Engineering rotational moves.
• Relocate PC hardware when team members are moved on an ad-hoc basis.

Qualifications

Additional Information

Williams International is a Drug Free Workplace where all new team members and contractors are subject to pre-employment drug testing for the following controlled substances : marijuana, cocaine, PCP, amphetamines, opioids and alcohol as policy dictates.

Williams International is committed to equal employment opportunities for all individuals regardless of race, color, religion, sex, gender identity, sexual orientation, national origin, age, disability, and protected veteran status.

If you are interested in applying for employment with Williams International and need special assistance or an accommodation to use our website or to apply for a position due to a physical and / or mental disability, please send an e-mail with your request to HR@Williams-int.com. Or, please call 248-624-5200. Determination on requests for reasonable accommodation is made on a case-by-case basis.

Equal Opportunity Employer / Protected Veterans / Individuals with Disabilities.

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