IT Analyst

This role provides hands-on hardware and software support for the ProAmpac manufacturing site while serving as a remote Service Desk resource for company-wide operations within the Central Time Zone. Responsibilities include maintaining the local desktop environment, resolving technical incidents, and installing hardware solutions to ensure production and corporate goals are met. Essential Duties and Tasks

• Service Desk: Act as a primary point of contact for company-wide users on issues related to hardware, software, and telecommunications. Answer and triage incoming calls, providing first-call resolution or escalating to specialized functional areas.

• On-Site Hardware Support: Troubleshoot, repair, and deploy desktops, laptops, printers, and peripheral equipment specifically for the Tulsa facility.

• Incident Tracking: Document and monitor the progress of all incidents within the ticketing system. Identify technical trends and report issues requiring problem or change management intervention.

• System Maintenance: Install and configure software and hardware solutions to maintain a standardized IT environment.

• Customer Service: Follow up with users to provide feedback and ensure technical problems are resolved according to established Service Level Agreements (SLAs).

• Cross-Functional Collaboration: Work with other IT groups to ensure customer-centered incident management and support across all organizational locations.

• Education: Associates Degree in Information Technology, or an equivalent combination of experience and technical credentials.

• Experience: Previous experience in an IT Service Desk or desktop support role. Experience supporting IT within a manufacturing environment is preferred.

• Technical Skills: Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint), Teams, SharePoint, and Outlook.

• Communication: Clear oral and written communication skills with a professional and helpful attitude.

• Problem Solving: Ability to visualize technical situations and think abstractly to resolve complex hardware or software issues.

• Operational Skills: Self-motivated and able to work with or without direct supervision in a fast-paced environment.

Location

• On-site at ProAmpac's Rocky Mount, VA or Orlando, FL manufacturing site.

Benefits

• Medical, dental, and vision insurance.
• 401(K) with an exceptional company match.
• Paid time off (PTO) and 11 holidays per calendar year.
• Free short-term disability insurance.
• Wellness, employee discount, and rewards programs.
• Tuition reimbursement; and other benefits.
  

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
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