Analyst II-User Support at Westlake

Madison, Wisconsin, United States

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Not SpecifiedCompensation

Junior (1 to 2 years), Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Information Technology, ManufacturingIndustries

Requirements

B.A./B.S. in Computer Science or other technical field preferred
Minimum 5 years’ experience in on-site computer support
Familiar with broad range of computer operating problems and solutions
Strong background in computer repair and support
Excellent customer-service and problem-solving skills
Excellent verbal and written communications skills
Excellent listening skills
Helpful and patient attitude
Energetic and positive attitude
Customer-focused
Self-starter, yet willing and able to take and execute direction when needed
Seeks to expand knowledge and grow in position
Works well in a team environment
Ability to sit, stand, walk, use hands to touch, handle, or feel; reach with hands and arms; talk or hear; occasionally stoop, kneel, or crouch; regularly lift and/or move up to 10 pounds; close vision, distance vision, color vision

Responsibilities

Provide excellent customer service to I.T.’s customers by assisting them during the support process
Install, configure, and maintain desktop and notebook computers and peripherals
Analyze, troubleshoot, and resolve system hardware, software, and networking issues related to desktop and notebook computers that are not resolved at the I.T. Help Desk or User Support Analyst levels
Maintain an electronic software license management system to minimize paper-based record keeping
Maintain electronic records of asset allocations from I.T. inventory
Make recommendations to supervisor for improving customer service operations
Use systems and devices provided, such as disk imaging and software deployment systems, to turn around service issues as efficiently as possible
Provide second-level support for all computing infrastructure issues, with a goal of meeting metrics aligned with I.T. Customer Services’ goals
Assume ownership of I.T.’s customers’ service requests assigned, and assure that service requests are handed off to higher tiers of support, if needed, in an organized fashion
Provide high-quality and timely communications to I.T.’s customers during the service process, using frequent verbal and written communications; log actions taken on a service request into the I.T. work order
Maintain and project a professional attitude toward I.T.’s customers at all times and in all circumstances
Be diligent and tenacious in assuring that all service requests are handled in a timely manner, to the satisfaction of I.T.’s customers
Provide alternatives when necessary in order to meet I.T.’s customer’s business requirements
Provide support to the I.T. Help Desk and other I.T. personnel as needed
Advise the User Support Supervisor on technical issues and make recommendations on technology within area of expertise
Comply with all Company policies and procedures
Fully support Company goals of continuous improvement and operational excellence at strategic and tactical levels, including reviewing area of responsibility for improvement opportunities, initiating projects, communicating ideas to management, and active participation on project teams
Perform any additional responsibilities or tasks as necessary

Skills

Key technologies and capabilities for this role

Desktop SupportHardware TroubleshootingSoftware ConfigurationNetworkingCustomer ServiceAsset ManagementDisk ImagingSoftware DeploymentITILTicketing Systems

Questions & Answers

Common questions about this position

What education is required for the Analyst II-User Support role?

A B.A./B.S. in Computer Science is required.

Is this a remote position or does it require on-site work?

This information is not specified in the job description.

What are the main responsibilities of this role?

The role involves providing second-level IT support, troubleshooting hardware/software/networking issues, installing/configuring computers, maintaining software licenses and asset records, and ensuring excellent customer service.

What is the company culture like at Westlake?

Westlake offers an entrepreneurial environment focused on enriching work life, enhancing people's lives through products and community presence, continuous improvement, and operational excellence.

What makes a strong candidate for this position?

Strong candidates excel in customer service, technical troubleshooting of desktops/networking, efficient problem resolution, professional communication, and taking ownership of service requests while recommending improvements.