Analyst II, IT Support Center
Wabash
Skills
About the Role
About the Role:
The IT Support Center Analyst II will act as a point of contact of corporate IT support for inquiries from Wabash team members for issues related to company-provided IT systems and applications. The Support Desk Analyst 2 relies on experience, instructions, and the knowledgebase to answer inquires and resolve problems. The Analyst must strive to achieve and maintain a high level of service satisfaction among team members by resolving both hardware and software problems quickly and correctly with accurate and informative communication. When required, incidents from other analyst will be referred to second level support. The IT Support Center Analyst II will serve as specialist in specific rolls as well as help with overflow tickets and phone calls from the level 1 support team.
Your Responsibilities:
- Primary responsibility is user support and customer service.
- Exhibits excellent interpersonal skills with both technical and non-technical personnel.
- Performs escalations when necessary to vendors or internal departments; capable of acting as remote support for vendors.
- Administrates, Maintains, and supports enterprise resources, including laptops, desktops, tablets, mobile phones, and other network-enabled devices.
- Acts as both a primary support point and as an escalation point for Level 1 Analysts regarding technical issues within an enterprise environment.
- Collaborate with other IT groups to ensure efficient and timely problem solving.
- Resolves unknown errors and documents resolution procedures for use in knowledge base.
- May be responsible for special projects.
- Take part of On-Call rotation with the Team
- Other duties as assigned
Let's Talk About Your Qualifications:
- Associate degree and/or IT related Industry Certifications (Preferred Major: Information Technology)
- Minimum 2+ years of experience in customer service/technical support role is required.
- At least 1 year of experience in handling progressively harder tier 2 issues
- Experience working with multi-tiered ticket handling/resolution systems
- Familiarity with is user support and customer service
Leadership Attributes:
At Wabash, we pride ourselves on being empowering, and there are some things we feel very strongly about:
- Embrace Diversity and Inclusion -- Solicit and respect the input of others, celebrate differences, and strive for transparency and inclusiveness
- Seek to Listen -- Actively listen to reach the best solution and make the strongest decisions
- Always Learn -- Strive to improve; do not quit or settle for the status quo
- Be Authentic -- Demonstrate honesty, incredible energy, and grit in everything you do
- Win Together -- Collaborate, seek alignment, and excel at cross-group communication to success as one team and One Wabash
Join us in turning ideas into world-changing realities. Curate and build your high-impact professional career at Wabash!
Affirmative Action/EEO Statement:
Wabash is committed to providing equal employment opportunity for its associates and applicants without regard to race, color, religion, sex, age, national origin, veteran status, disability, or other protected class or activity under federal, state, or local law. All employment decisions must be based on neutral, legitimate criteria. All employment policies and rules shall be applied equally to similarly situated associates.