Service Support Analyst Jobs in Wisconsin (NOW HIRING)

Job Summary:
General Beverage Sales Co. is a family-owned wholesale distributor of beverages, operating in Wisconsin. The IT Support Analyst role involves providing technical assistance and support to end-users, ensuring the smooth operation of hardware, software, and network systems while delivering excellent customer service.
Responsibilities:
• Respond to IT support requests via various channels (phone, email, ticketing system) and provide prompt and effective solutions.
• Troubleshoot hardware, software, and network issues reported by end-users, diagnosing problems and implementing appropriate resolutions.
• Assist with software installations, upgrades, patches, and configurations.
• Analyze and resolve IT incidents and service requests within agreed-upon service level agreements (SLAs).
• Document all support activities, including issue details, troubleshooting steps, and resolution outcomes.
• Escalate complex or unresolved issues to the appropriate IT teams or vendors for further investigation and resolution.
• Create and manage user accounts, permissions/authorizations, and access controls across various systems and applications.
• Provide technical support and troubleshooting assistance to end-users, addressing hardware, software, and network-related issues.
• Assist in the setup and configuration of end-user devices, such as computers, laptops, printers, and mobile devices.
• Assist in providing end-user training on basic IT tasks, such as software usage, password management, and best practices.
• Create and maintain knowledge base articles and documentation to facilitate self-help for end-users.
• Communicate effectively with end-users, providing clear instructions and guidance to resolve their IT-related queries or issues.
• Assist in managing IT assets, including hardware, software licenses, and peripherals.
• Track and update asset inventory records, ensuring accurate and up-to-date information.
• Assist in coordinating equipment procurement, setup, and decommissioning processes.
• Perform routine system maintenance tasks, including software updates, patches, and system configurations.
• Collaborate with other IT teams to ensure proper functioning and integration of systems.
• Contribute to the development and maintenance of IT support documentation, including standard operating procedures (SOPs) and troubleshooting guides.
• Identify opportunities for process improvements and automation within the IT support function.
• Stay updated with the latest IT trends, technologies, and best practices to enhance support services.
• Perform other duties as assigned by supervisor.
Qualifications:
Required:
• Bachelor's degree or associate degree in Computer Science, Information Technology, or a related field or equivalent industry experience.
• Up to two (2) years providing technical assistance and troubleshooting support
• Strong knowledge of hardware, software, and network systems, including Windows and iOS operating systems
• Proficient in diagnosing and resolving common IT issues, such as software errors, network connectivity problems, and hardware failures
• Familiarity with IT service management (ITSM) tools and ticketing systems.
• Must possess a valid driver’s license
• Must pass pre-employment drug screen
• Possesses genuine curiosity that drives a proactive approach to deeply understanding business processes, system functionality, and stakeholder needs
• Applies logical reasoning and analytical skills to diagnose technical issues, identify root causes, and evaluate and choose between potential solutions
• Attentive listener that brings full attention to understanding and responding to end user concerns and issues in a clear and helpful way to non-technical users
• Resourceful problem solver that uses creativity and deep understanding of available tools, documentation and support channels to create resolutions
• Collaborative partner that works effectively and positively with team members, end users, and cross-functional partners to resolve issues, share knowledge, and improve support processes
• Self-motivated, results driven and committed to best-in-class service
• Acts with honesty and transparency and treats others with respect, dignity and fairness
• Contributes to inclusive culture by building rapport, maintaining an openness to different perspectives, and fostering a welcoming environment for all
Preferred:
• Industry certifications such as CompTIA (A+, Network+, Security+), Microsoft, Jamf Certifications or similar are a plus
Company:
Established in 1933 and family owned ever since, General Beverage is the largest wholesale distributor of wine, distilled spirits, beer and non alcoholic beverages in Wisconsin. Founded in 1933, the company is headquartered in Madison, USA, with a team of 501-1000 employees. The company is currently Late Stage.