IT Support Analyst - 2nd Shift - #1399168

The Opportunity

Williams International has an exciting opportunity for a IT Support Analyst to join our team. The IT Support Analyst is primarily responsible for providing team members with second-tier support via escalated Helpdesk requests, assisting IT colleagues with project-related tasks and/or research, and other relevant desktop support tasks that may arise. Additional responsibilities include loading, configuring, and deploying PCs, supporting relocation of team members, software/hardware installation, configuration, and troubleshooting. All must be conducted with a high level of customer service and professionalism.

This position is 100% onsite at our Pontiac, MI location and no remote or hybrid is available. This is a 2nd shift position - 2:30 PM - 11:00 PM.

The IT Support Analyst will:

• Process Helpdesk requests via web form, email, and phone; categorizing and routing to appropriate support groups
• Own and resolve Helpdesk requests in as complete and efficient a manner as possible; escalate to a higher-level technician when appropriate
• Troubleshoot Level One and Two software, hardware, and operating system issues in both a business and engineering/manufacturing setting
• Perform software installations, configurations, and upgrades in both a business and engineering/manufacturing setting
• Effectively manage user expectations by communicating status and progress throughout the issue resolution process
• Interface with department managers to gather hardware and software requirements for incoming team members
• Load Windows operating system and software onto PCs, configure accordingly, and migrate data before deploying to team members, ensuring minimal-to-no-disruption in end-user functionality
• Provide IT support during twice-yearly (week-end) Engineering rotational moves
• Relocate PC hardware when team members are moved on an ad-hoc basis

Qualifications

• High School Diploma & A+ Certification (Or higher) or a College Degree in Information Technology & related fields
• 1-3+ Years of relevant experience
• High level of customer service, communication skills (oral and written), and attention to detail
• Intermediate software and operating system (Windows 7 and 10) troubleshooting skills
• Overall knowledge of desktop productivity products: MS Office, Adobe Acrobat, Edge, etc.
• Physical ability to lift 50lbs, walk long distances, and work on one’s feet for extended periods of time
• Ability to work in a team environment and perform efficiently under pressure
• Willing to learn and adaptable with a “can do” attitude
• Responsible for and accountable for product safety and the quality of work, including, as a minimum, all elements defined in the Company’s Quality Policy
• Physical lifting requirements include; ability to lift 50 pounds (4 inches to 25 inches), capable of pushing or pulling a weight of 60 pounds, a grip strength of at least 50 pounds, and be able to reach above the shoulder (65 inches).
• U. S. citizenship is required
• Position requires the ability to obtain a U. S. Government Security Clearance, if needed. Candidates selected may be subject to a U. S. Government security investigation and must meet eligibility requirements for access to classified information. For more information on Security Clearances, please visit: U. S. Department of State

Additional Information

Williams International is a Drug Free Workplace where all new team members and contractors are subject to pre-employment drug testing for the following controlled substances: marijuana, cocaine, PCP, amphetamines, opioids and alcohol as policy dictates.