Desktop Support Analyst
About The Position
Power Solutions International (PSI) is a leader in large gen-set packaging and enclosures. We provide turnkey, custom power packages that integrate alternators, cooling systems, controls, switchgear, cabling, and protection, delivered as containerized, skid, or walk-in solutions. Our team manages the full lifecycle from application engineering and 3D design to structural fabrication, wiring and piping, sound and thermal management, code compliance, factory acceptance testing, and site support. With scalable production capacity and disciplined program management, PSI delivers repeatable quality and reliable performance on complex builds for mission-critical and industrial applications worldwide. Position Summary: The Desktop Support Analyst is the initial point of contact responsible for the investigation and resolution of software and hardware problems for computer users. The Analyst provides end-user support for over 150-200 end users across 2 locations running Windows 10, Office 365, and Epicor via two VPNs.
Requirements
- Associate Degree in Computer Science, Computer Engineering, MIS, or IT preferred; may substitute for the degree with direct applicable work experience on a year-for-year basis, which built competencies and subject matter expertise
- On-site support experience
- Tech savvy with experience troubleshooting (or strong aptitude) in a networked Windows 10 environment, Office 365, and VPN, especially access rights and connectivity issues
- Ability to work on various assignments simultaneously
- Communicate tactfully, verbally, and in writing with department heads, managers, co-workers, and vendors to resolve problems and negotiate resolutions
- Must be available to work off shift as needed
Nice To Haves
- Manufacturing environment troubleshooting, including experience with an ERP, Epicor ideally
- Work well with others in a team environment
- Strong problem-solving skills
Responsibilities
- Evaluate, prioritize, and respond to incoming trouble tickets, telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies
- Log all help desk interactions, tracks and routes problems/requests, and documents resolutions following standard help desk procedures
- Prepare activity reports as needed
- Collects information about problems and leads the user through diagnostic procedures to determine sources of error
- Determine whether problems are caused by hardware such as the modem, printer, cables, or telephone
- Handles problem recognition, research, isolation, resolution, and follow-up for routine user problems, referring more complex problems to a supervisor or technical staff
- Stays current with all company system information, changes, and updates
- Ability to troubleshoot and install Microsoft Office Applications and build a computer using Windows 10 OS
- Other duties as assigned by management
Benefits
- PSI offers a wide range of benefits from medical, dental, and vision to pet insurance as well as discounted prescription plans.
- Additionally, we also provide a 401k match, life insurance and AD&D, short- and long-term disability, and an employee assistance program.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
Number of Employees
251-500 employees
