IT Support Analyst – Wisconsin, USA

Job Title: IT Support Analyst
Function: IT
Reporting to: USA Finance Director (dotted line to Group IT Director)
Scope: Clarke Energy USA
Location: Full time onsite in our Waukesha, Wisconsin, USA office – National and International Travel Required.
Job Purpose: To provide a 1^st and 2^nd line support to users, taking responsibility for allocated tasks and assisting the Group IT Director and other IT team members as required and taking responsibility for allocated tasks from the Group Infrastructure Manager.
Majority of time spent: Providing 1st and 2nd line user support.

Responsibilities:

Provide a high quality 1^st and 2^nd line support service, resolving issues in a timely manner and keeping users fully informed at all times.

Undertake

• PC/laptop builds and rebuilds.
• Mobile Phone Setups and Enrolment
• Completion of tickets logged by users in the IT Helpdesk
• Audits to check that the Acceptable Usage Policy is not being breached.
• General asset maintenance.
• Local purchasing of IT equipment following company procedures.

Assist the Group IT Director with the general maintenance and development of the Group Wide Helpdesk System.

In conjunction with other members of the IT team administer and repair/replace mobile communication devices on behalf of Clarke Energy.

Manage internal external audits in line with requirements

Manage requests for purchases from users and IT department.

Control availability of stock for use by the IT department, ordering replacements as necessary.

In conjunction with other members of the IT team, update and maintain Asset register.

Ensure that Health, Safety, Environmental and Quality management policies and procedures are adhered to in all work undertaken.

Maintain a clean and tidy work environment at all times.

Managing network patching for users, servers and other network equipment ensuring good cable management and keeping the server cabinet neat and presentable.

Addition and removal of network equipment and servers from the server cabinet as directed by the Group Infrastructure Manager with support from the team in the UK.

General maintenance of the server cabinet including cleanliness and changing the filters as directed by the Group Infrastructure Manager.

Travel to our other sites within the USA and internationally if required.

Technical/Professional Knowledge and Skills:

• Microsoft products.
• Active Directory.
• Understanding of PC hardware setup and configuration.

Personal attributes/skills:

• Strong face-to-face and telephone communication skills, helpful and speaks in terms others understand.
• Works well in a team.
• Customer focused, helpful and wants to deliver an excellent service.
• Organises time and work effectively.
• Flexible and adaptable, does what is needed.
• Calm under pressure.

Essential:

• Good knowledge of Microsoft Office
• Experience of working in an IT environment where strong customer service and communication skills are required.
• Active Directory.
• Understanding of PC hardware setup and configuration.
• Minimum of two years previous experience working on a helpdesk

Desirable:

• Degree in IT.
• Additional IT Qualifications – e.g. MCP