IT Service Center Analyst - Tier 1

Summary

W.B. Mason Company Inc. is seeking a driven full-time IT Service Center Analyst ready to thrive in a challenging environment. The role involves providing Tier 1 IT support to employees, resolving issues, and ensuring excellent customer service while managing incoming support tickets.

Responsibilities

• Provide Tier 1 IT support to W.B. Mason employees by addressing issues, determining causes, and offering solutions while ensuring excellent customer service and follow-up
• Educate users to minimize repeat requests and configure, test, and troubleshoot hardware like desktops, laptops, and printers
• Offer advanced support for Microsoft and third-party applications, and manage incoming support tickets by prioritizing and escalating as necessary
• Occasionally conduct remote site visits for support and upgrades, and maintain the desktop environment by resolving problems and installing software/hardware solutions

Skills

• Flexibility to work slightly varying shifts to provide proper coverage
• Strong working knowledge of Microsoft Windows and Microsoft Office suite
• Strong knowledge of network environments, including the ability to recognize and diagnose connectivity problems ranging from local to domain organizational outages
• Understanding of general IT concepts and a passion for technology
• Ability to deliver excellent customer service and effectively problem solve and troubleshoot technical issues remotely as well as in-person
• Ability to thrive in a fast-paced, technically challenging, and constantly changing environment
• Ability to manage multiple tasks with different priorities
• Ability to lift up to 50 pounds
• Ability to travel 10-20% of the time

Qualifications

Must Haves

• Flexibility to work slightly varying shifts to provide proper coverage
• Strong working knowledge of Microsoft Windows and Microsoft Office suite
• Strong knowledge of network environments, including the ability to recognize and diagnose connectivity problems ranging from local to domain organizational outages
• Understanding of general IT concepts and a passion for technology
• Ability to deliver excellent customer service and effectively problem solve and troubleshoot technical issues remotely as well as in-person
• Ability to thrive in a fast-paced, technically challenging, and constantly changing environment
• Ability to manage multiple tasks with different priorities
• Ability to lift up to 50 pounds
• Ability to travel 10-20% of the time

Benefits

• Dental and vision
• Short- and long-term disability
• Blue Cross Blue Shield Health Plans with a $0 deductible (in-network) and various design options
• A 401(k) plan
• Flexible spend program
• Paid holidays
• Company-paid or supplemental life insurance
• Medical and dependent care
• Company-paid cell phone plan with unlimited texting, calling, and data. You can also add a family member! ($55/month per line)