Desktop Support Analyst

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.

Summary:

As the Desktop Support Analyst, you'll be the initial point of contact responsible for the investigation and resolution of software and hardware problems for computer users in our two Wisconsin locations (Darien & Beloit, WI).

Provides end user support for over 150-200 end users over 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. Prepares activity reports as needed.
• Collects information about problems and leads user through diagnostic procedures to determine sources of error. Determines whether problems are caused by hardware such as modem, printer, cables, or telephone.
• Handles problem recognition, research, isolation, resolution, and follow-up for routine user problems, referring more complex problems to 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 direct applicable work experience on a year-for-year basis which built competencies and subject matter expertise.
• 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 troubleshoot including experience with an ERP, Epicor ideally.
• Work well with others in a team environment.
• Strong problem-solving skills.

PSI is committed to providing a work environment where employees respect and value each other as individuals and is free of harassment and discrimination. PSI believes that all persons are entitled to equal employment opportunity in all areas of employment and does not discriminate against employees or applicants on the basis of race, color, gender, gender identity, national origin, ancestry, religion, physical or mental disability, medical condition, pregnancy, childbirth or related medical condition, marital status, sexual orientation, age, military status, protected Veterans status, Vietnam Era Veterans status or any other characteristic protected under federal, state or local law.

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