IT Service Desk Analyst

WEG Electric Corp. is hiring an on-site IT Service Desk Analyst in Duluth, GA to support US IT Service Desk requests.

Responsibilities

• Receive incoming Service Desk support requests and resolve or escalate issues quickly and effectively.
• Record, track, and document reported problems and the actions taken through final resolution.
• Process requests using first-in, first-out flow based on priority; escalate unresolved issues to the correct team when needed.
• Provide timely updates and maintain communication for all support requests.
• Research, diagnose, and troubleshoot hardware, software, system, and site infrastructure issues.
• Support customers via phone, email, chat, and walk-ins in a timely, customer-focused manner.
• Deliver installation, configuration, maintenance, and troubleshooting support for: computer hardware, software, desktop applications, printers, peripherals, and other IT devices.
• Evaluate and provide support for access-related requests.
• Assist with onboarding and offboarding activities.
• Participate in PC setup using standard images, supported hardware, and required software.
• Test fixes to confirm issues are resolved.
• Support unified communications, desktop phones, and conference room systems.
• Create and assist with technical and support documentation for knowledge base articles.
• Maintain accurate, up-to-date documentation while completing core job duties.
• Work within the ITSM framework, process service requests, and follow SLAs.
• Assist other analysts with support, troubleshooting, and fulfillment activities.
• Support IT projects by owning assigned tasks, working independently, and communicating accurately.
• Perform other duties and tasks as assigned.

Requirements

• Computer Information Systems or comparable job experience in Information Technology.
• Knowledge of infrastructure plus computer hardware and software/applications.
• Knowledge of Windows operating systems: Windows 7, Windows 10, and Windows 11.
• Knowledge of iOS devices.
• Understanding of warehouse/shipping hardware, including software and printing.
• Experience supporting applications including O365, SAP, SSO, and LAN/WAN/VPN technologies.
• Strong communication and documentation skills.
• Technical Certificate or Associate’s Degree preferred.

Experience

• 1+ years of experience in an IT Service/Help Desk setting or an IT Support role.
• Experience in an IT environment supporting desktops, laptops, peripherals, mobile devices, and networking.
• Tier 1 technical support experience for computers, printers, and applications.
• Familiarity with SAP functions and transactions is a plus.
• Experience working on projects; above-average troubleshooting skills; self-starter with high motivation.

Technologies

• Windows 7
• Windows 10
• Windows 11
• iOS devices
• O365
• SAP
• SSO
• LAN/WAN/VPN
• ITSM

How to Apply

• Submit an updated resume and complete the application to be considered.
• All candidates must be authorized to work in the United States.
• WEG Electric Corp. does not offer visa sponsorship for this role.