Support Analyst Jobs in Illinois

Pay Range: $70,000.00 - $80,000.00 / year

Power Solutions International (PSI) is a leading manufacturer of emissions-certified powertrains specializing in customized and fully integrated turnkey solutions for the leading global equipment manufacturers in the industrial, transportation, and energy markets manufacturers. Our facilities are housed in one million square feet of engineering, assembly, operations, and distribution space across seven facilities. We are positioned to meet the high production volumes of our customers with added capacity for growth

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.

Essential 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

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

Preferred Qualifications:

• Manufacturing environment troubleshooting, including experience with an ERP, Epicor ideally
• Work well with others in a team environment
• Strong problem-solving skills

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. Come join our team and learn more about PSI and what we have to offer!

Power Solutions International/3Pi is an EOE disability/vet company offering a drug-free workplace. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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