IT Helpdesk & Support Specialist

Job Description

Who we are:

Brady makes products that make the world a safer and more productive place. We are a global leader in safety, identification and compliance solutions for a diverse range of workplaces. From the depths of the ocean to outer space, from the factory floor to the delivery room - we're just about everywhere you look. Companies around the world trust Brady because of our deep expertise and knowledge across a wide range of industries and applications - powered by our world-class manufacturing capabilities.

We have a diverse customer base in industries including electronics, telecommunications, manufacturing, electrical, construction, healthcare, aerospace and more. As of July 31, 2023, Brady employed approximately 5,600 people worldwide. Our fiscal 2023 sales were approximately $1.33 billion. Brady stock trades on the New York Stock Exchange under the symbol BRC. You can learn more about us at www.bradycorp.com.

Why work at Brady:

A career at Brady means working for a global company that has thrived for over 100 years, and whose innovative spirit drives our future growth.

Brady offers competitive pay and great benefits, supported by a culture that encourages collaboration and innovation. We strive to foster an inclusive workplace where diverse talent can learn, grow, and succeed. And with deeply rooted values, no matter where you work at Brady, you'll feel connected to the community through our charitable contributions and opportunities to give back.

Our headquarters are in Milwaukee, Wisconsin, but we have more than 70 locations globally, giving our employees the opportunity to work with colleagues around the world.

What we need:

Brady Corp is seeking an IT Support Analyst who will deliver first-class technical assistance to employees across the company. This proactive role focuses primarily on resolving incidents and fulfilling requests via remote support channels (phone, email, chat). Additionally, the IT Support Analyst will contribute to the smooth operation of our IT infrastructure through occasional on-site support and hardware troubleshooting. While this role will primarily involve remote support delivery on-site duties will be assigned as needed. This position reports to the IT Support Manager.

What you'll be doing:

• Helpdesk Support (80%):
• Provide timely and effective first-level technical support to resolve a range of IT issues as reported by users.
• Ensure inquiries are answered on agreed turnaround time.
• Resolve inquiries, requests and issues that are within the help desk scope.
• Thoroughly document incidents and requests in the designated incident management tool.
• Clearly communicate solutions to users, demonstrating patience and understanding of varying technical proficiencies.
• Escalate complex issues promptly to appropriate senior IT team members, following established procedures.
• Contribute to the development of help sheets, FAQ lists, and user training materials.

• Site Support (20%):
• Diagnose and resolve hardware issues, determining the most cost-effective solutions.
• Install, test, and configure hardware and software at user workstations.
• Coordinate with vendors for equipment replacements, returns, and warranty claims.
• Assist with troubleshooting network and phone system problems where possible, escalating to specialized personnel when necessary.

What you'll need to be successful:

• Associate's degree in IT, Computer Science, or a relevant field.
• Minimum 1-2 years of experience in a Help Desk/Service Desk environment
• Ability to communicate effectively both in written and oral forms.
• Proven ability to troubleshoot IT issues in a Windows OS and corporate network environment.
• Demonstrated ability to work effectively as part of a team as well as independently.

Benefits:

• Complete insurance coverage with many starting on first day of employment - medical, dental, vision, life.
• Family benefits (parental leave, fertility coverage, adoption, and surrogacy assistance); Employee Assistance Program (behavioral health, family counseling).
• 401K with company match.
• Tuition reimbursement.
• Paid vacation and holidays.
• Dress for your day dress code.

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