End User Services Analyst

Company: PaperWorks Industries
Location: Wabash
Posted on: May 29, 2023

Job Description:

Overview:PaperWorks is a leading, integrated North American full-service provider of 100% recycled paperboard and specialized folding cartons for packaging applications. Founded in 2008 and headquartered in Philadelphia, PA, we are committed to the highest sustainable forestry and procurement standards.We want our team members to be proud of the essential work they do, our commitment to the environment, and the overall company. As part of our culture journey to be recognized as a Great Place to Work, we continue to invest heavily in our people, our company culture and in state-of-the-art technology to be at the forefront of innovation and market differentiation. PaperWorks products are certified by the Forest Stewardship Council and 100% Recycled Paperboard Alliance.Our purpose is clear. Deliver innovative, value-added packaging solutions to the world while making it a better place for all. Summary:At PaperWorks, we are in pursuit of being recognized as a Great Place to Work. To get there, we need an experienced, motivated End User Services Analyst to join the IT team in our Wabash, IN facility. In this role, you will provide professional technical support to users, detect hardware/software problems, and resolve issues. Our End User Services Analyst is charged with planning, performing, and managing support tasks and activities that require subject matter knowledge regarding general application and infrastructure support under the ITIL framework. Professionals seeking a challenging, multi-faceted position in a fast-paced work environment will enjoy the diverse responsibilities of this role. The End User Services Analyst reports to the Director of Information Technology.Responsibilities:How you will impact PaperWorks:

• Install and upgrade computer hardware/software and provide complete assistance to the end-users while configuring hardware, software, and peripherals of the end-user systems. Provide general support, project coordination, imaging / re-imaging desktop, notebook, and virtual machine. Co-ordinate with the third-party service provider for the proper repair of the system under the maintenance agreement and warranty. Assist in installation of peripheral devices like printers, scanners, etc., and cabling. Diagnose and resolve application, peripherals, and hardware issues reported by users.
• Participate in projects including but not limited to end-user services improvements, new practices, team communication, and deployment of new functionality or technology. Keep and update documentation of end-user services policies and procedures. Work with team members to maintain proper coverage and backup coverage.
• Provide status/follow-up on open/close tickets for inquiring end users. Track and provide metrics on calls and tickets. Maintain problem status for each problem ticket assigned according to standards and specifications. Provide and perform asset management functions for all assets as per current policies and procedures.
• Collaborate with the support team to prevent system downtime. Assist with user/hardware movement and relocations. Safely package equipment for sites and arrange for the transport of the hardware/equipment. Work effectively in a team environment and help other team members where needed.
• Record, track and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions are taken, through to final resolution. Perform post-resolution follow-ups to help requests. Performing preventative maintenance, including checking of workstations, printers, and peripherals.
• Maintain a high level of support to meet SLAs. Assist and help end-user services team to manage and maintain help desk, user setup, license management, mobile / phone device management, and asset management. Proactively seek out & resolve problems and provide insight to the team. Assist in deploying standard corporate system policies. Qualifications:What you will need to succeed:
  • Bachelor's Degree in Information Technology or related field.
  • 2 3 years Information Technology experience; meaningful technical experience in software, hardware, networking, database, and ERP. Demonstrated understanding of ITIL methodology is a plus.
  • Must have a demonstrated hands-on approach and success in working in a team-based environment.
  • Excellent organizational skills, which require identification and resolution of issues on a timely basis and proactive communication with colleagues around the company.
  • An eye towards continuous process improvement, including the ability to innovate and simplify both IT and operational processes with a positive attitude! This document outlines the minimum requirements of the position and is not intended to be all-inclusive of duties.

Keywords: PaperWorks Industries, Fort Wayne , End User Services Analyst, Professions , Wabash, Indiana