Support Analyst

Support Analyst III

Position Snapshot

This role responds to inquiries, service requests and outages for the organization's technology and computer systems, including all hardware and software, and including, but not limited to: manufacturing applications, account maintenance, printing, Office productivity suite, operating systems, mobility devices, LAN/WAN connectivity, and remote access. Identifies problems, provides troubleshooting and resolution or escalation and works closely with other I.S. areas to resolve problems as necessary.

Essential Duties and Responsibilities

An individual must be able to perform each duty satisfactorily.

• Support end-users in use of computer hardware and software by:

• Responding to user questions by telephone, e-mail, or on-site in a friendly, professional manner.

• Interviewing user to collect information about his/her problem and leading user through diagnostic procedures to determine the source of error.

• Logging and tracking calls using Service Desk management software.

• Performing effective incident development to ensure accurate fact collection required to troubleshoot and/or escalate the issue.

• Researching and identifying problems with applications; recommending and/or implementing solutions to those problems.

• Initiating follow-up communication to ensure client satisfaction.

• Coordinating data recovery and reconstruction whenever necessary for clients.

• Serving as a liaison between Application Development, Operations, and the client community.

• Maintaining and analyzing client hardware and software profiles.

• Maintaining and coordinating prioritization of client requests.

• Assisting in training preparation and providing one-on-one user assistance as required.

• Maintain system user accounts by:

• Processing employee additions, modifications and terminations in a timely manner, and in compliance with Insteel Security Policies and Procedures and Sarbanes-Oxley key controls.

• Providing test data as requested to auditors and management during Sarbanes-Oxley audits.

• Maintain comprehensive documentation set for processing employee additions, modifications, and terminations at the Service Desk.

• Other duties that may include but are not limited to:

• Performing quality and technical review of Incidents and Service Requests to ensure accurate reporting and consistent practices.

• Ability to prepare Service Desk performance reports as requested.

• Analyzing service reports for trends and making recommendations for changes to more efficiently resolve client issues and reduce call volume.

• Creation and maintenance of knowledge for use in internal and external knowledge services.

• Occasionally completes other duties as assigned.

• Carries out responsibilities in accordance with the organization's policies and applicable laws.

Supervisory Responsibilities

None.

Professional Qualifications and Skills

• Strong verbal and written communication skills, including proper business English composition, spelling, and grammar.
• Excellent problem-solving and critical thinking abilities to analyze complex issues and develop effective solutions.
• Ability to use critical thinking, experience, and available resources to perform effective problem analysis and resolution.
• Proven ability to manage time effectively, prioritize tasks, and meet deadlines in a fast-paced environment.
• Demonstrated ability to work both independently and collaboratively within cross-functional teams.
• Strong interpersonal skills with the ability to work effectively with users of varying technical skill levels.
• Demonstrated initiative and resourcefulness in researching, troubleshooting, and resolving issues.
• Strong customer service orientation with a focus on delivering exceptional technical support.
• Ability to maintain confidentiality and handle sensitive information with integrity.
• Ability to train end users in both one-on-one and group settings.
• Ability to follow, develop, and maintain technical procedures and process documentation, including diagramming.
• Proficiency with PC-related software including Microsoft Office, web-based applications and similar tools.
• Experience with Microsoft Exchange and Outlook in an enterprise email environment.
• Understanding of enterprise directory services, including Microsoft Active Directory.
• Knowledge of VOIP and telephony systems (e.g., Cisco Unified Communications).
• Ability to support and troubleshoot audiovisual equipment such as projectors and display technologies.
• Understanding of mobility and remote access technologies, including remote desktop, Cisco VPN, Mobile Device Management (MDM), and multi-factor authentication tools.
• Strong understanding of cybersecurity threats (viruses, malware, phishing) and familiarity with antivirus and firewall solutions.
• Working knowledge of company-specific applications or the ability to quickly learn new systems.
• Familiarity with IT service management frameworks such as ITIL (certification preferred).

Education & Experience

• Bachelor's degree in Computer Science, Information Technology, or a related technical field preferred; equivalent combination of education and experience may be considered.

• Minimum of 4 years of relevant work experience in technical support, IT services, or a related field.

• Experience in enterprise account services, preferably supporting Microsoft Active Directory environments.

• Broad technical knowledge of computer hardware and software systems, including:

• Windows operating systems

• Desktops, laptops, and thin clients

• Mobile devices (e.g., Apple iOS)

• Printers (e.g., HP, Lenovo)

• Enterprise systems and applications (e.g., Oracle)

• Relevant technical or service certifications are a plus.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

The physical demands of an office, desk job setting are generally low and primarily sedentary in nature. The role typically involves prolonged periods of sitting at a desk while working on a computer, with occasional standing, walking, or light lifting of items such as files, office supplies, or small equipment. Employees may also perform repetitive motions such as typing or using a mouse. Good posture and ergonomic workstations are important to minimize strain or discomfort. Overall, the physical requirements are minimal and well-suited to individuals capable of routine desk-based work in a standard office environment.

Work Environment

The work environmental characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

The work environment for this position is typically professional and structured, centered around office-based tasks performed at a desk using a computer and standard office equipment such as printers, telephones, and copiers. Employees work in a clean, climate-controlled setting with air conditioning, designed to support comfort and productivity. The campus is tobacco-free, promoting a healthy and respectful atmosphere for all staff. This environment often includes quiet workspaces, access to meeting rooms, and a business-casual dress code, supporting both individual focus and team collaboration.

Equipment Used

The equipment used in this role varies by frequency. Frequently used equipment (30-70% of the time) includes a computer and routine office equipment such as a telephone, fax machine, copier, and printer.

For your hard work, you receive:

• Competitive base pay
• Bonus eligibility based on organizational performance
• Paid time off including holidays and vacation
• Excellent benefits to include medical, dental, vision, company paid life/short-term disability/long-term disability insurance, flexible spending accounts (FSA), health savings account (HSA), 401(k) with match, company paid tele-health, stock purchase plan, tuition reimbursement assistance, and Employee Assistance Plan (EAP)