IT Support Analyst

IT Support Analyst

About IMCD Group
IMCD Group, headquartered in Rotterdam, The Netherlands, is a leading global partner for the distribution and formulation of speciality chemicals and ingredients. IMCD is a strong, innovative business partner and solutions provider for producers of consumer, industrial and durable goods in multiple business sectors: Advanced Materials, Beauty & Personal Care, Coatings & Construction, Food & Nutrition, Home Care I&I (Industrial & Institutional), Industrial Solutions, Lubricants & Energy, and Pharmaceuticals.

In partnership with our suppliers, we offer a broad and deep product portfolio. With our over 80 application laboratories across 60 countries, we co-create formulations and offer solutions that allow our business partners to make products with a positive impact on the world of today and tomorrow. Our teams focus on providing commercial and operational excellence, using the best digital and logistics tools available to create a world of opportunity for our partners.
In 2025, with over 5,200 employees, IMCD realised revenues of EUR 4,779 million. IMCD N.V.’s shares are traded at Euronext Amsterdam (symbol: IMCD) and included in the Dutch ESG AEX index, as one of 25 companies within the AEX and AMX indices demonstrating best ESG practices.

Unleash a new element, Element [E]
IMCD has introduced a new, missing element to the chemical periodic table - Element [E]. For us, it stands for our Employees and their Entrepreneurial mindset, the driving force behind our success.

Position Summary
The IT Support Analyst is the main point of contact for end-users to receive support and maintenance within the organization's desktop computing environment. This includes installing, diagnosing, repairing, maintaining, and upgrading all PC hardware and equipment to ensure optimal workstation performance. This position troubleshoots problem areas (in person, by telephone, or via e-mail) in a timely, accurate, professional and with a “client service attitude” fashion and provides end-user assistance where required.
The IT Support Analyst supports daily IT operations, assists with technology implementations, maintains IT documentation and ensures compliance with company IT policies and security standards.

This position needs to work out of the Westlake, Ohio Headquarters.

Essential Job Functions
IT support line
Answer all calls on the IT support line, create service tickets and assist IMCD users to solve their problems. Escalate issues to other specialists within the group as required.
IT Support via JIRA Service Manager (JSM)
Respond to all incidents and work requests as received via incident management tickets.Respond to end user and resolve incidents as expediently as possible. Provide users with an update regularly for lingering tickets. Close tickets timely after resolution with the appropriate information and time spent on the incident.
Hardware and Software Management
Prepare, configure, deploy, and maintain laptops, desktops, mobile devices and other IT equipment.
Install, configure, update, and troubleshoot approved software applications.
Assist with onboarding and offboarding activities, including equipment provisioning, account setup and access removal.
Maintain accurate IT asset inventory and equipment assignment records.
Coordinate hardware repairs, warranty claims, equipment replacements and vendor support.
General IT support    
As assigned by IT Management
AD/App MACDs as accessible to this individual
Unpacking, moving and disposing of IT hardware and equipment
Documentation on using IT equipment’s – AV systems, meeting rooms, reference guide for end users.
Assist the teams with other tasks as required.

Qualifications
Education
Associate’s degree with a preferred focus in Information Technology, Computer Science, or related field.
Additional related experience may offset the degree requirement.

Experience
A minimum of 2 years of experience in IT support, service desk, or desktop support.

Knowledge, Skills & Abilities
Ability to troubleshoot user computer hardware following profession best practices
IOS/Android, Intune, Azure knowledge beneficial
Possess an extensive knowledge of Microsoft Office and Office like Microsoft Applications and Operating Systems experience beneficial in JDE, Excel Macros, CompTIA+ preferred
Familiarity with Active Directory or Microsoft Entra ID, endpoint management and user administration.
Basic understanding of networking concepts, including TCP/IP, DNS, Wi-Fi, and VPN.
Familiarity with IT service management and ticketing systems.
Understanding of cybersecurity best practices and endpoint protection.
Experience supporting users in a multi-site or corporate environment is an asset.
Strong analytical, troubleshooting and problem-solving skills.

Work Environment & Physical Requirements
Schedule changes must receive prior approval to accommodate support windows.
Some evening and weekend work may be required.
Ability to lift and move hardware/packages up to 20kgs.
Some weekend or after-hours work required from time to time.
Limited to no travel expectations.

Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. 

Compensation & Benefits
A successful candidate’s actual compensation will be determined after considering factors such as work history, experience, skill set, and education. This does not include the value of IMCD’s benefits package, which offers bonus eligibility, healthcare, dental, vision, retirement plans, and additional programs designed to support employee well-being.