IT Support Analyst

Job Description

Company Overview:

Brady Corporation is an international manufacturer and marketer of complete solutions that identify and protect people, products and places. Brady's products help customers increase safety, security, productivity and performance and include high-performance labels, signs, safety devices, printing systems and software. Founded in 1914, the Company has a diverse customer base in electronics, telecommunications, manufacturing, electrical, construction, medical, aerospace and a variety of other industries. Brady is headquartered in Milwaukee, Wisconsin and as of July 31, 2021, employed approximately 5,700 people in its worldwide businesses. Brady's fiscal 2021 sales were approximately $1.14 billion. Brady stock trades on the New York Stock Exchange under the symbol BRC. More information is available on the Internet at www.bradyid.com.

Position Summary

Under supervision, perform routine installation, testing, and analysis of all elements of LAN, WAN, and/or desktop systems, including power, software, hardware, communications machinery, networks, lines, and terminals. Monitor and control the performance and status of the system resources. Utilize software and hardware tools, identify and diagnose problems and factors affecting performance, and make changes to improve service. Typically requires a B.S./B.A. degree or equivalent, and 1 to 4 years of related experience.

Essential Duties and Responsibilities

• Identify hardware problems and determine the most efficient cost effective way to resolve using systematic troubleshooting approach, technical documentation, and maintenance procedures.
• Report all recurring problems that aren't being resolved effectively to appropriate network engineer to initiate prevention procedures update documentation accordingly.
• Order parts and repair damaged equipment according to equipment warranties and IT policies with a minimum of downtime.
• Coordinate replacement or loaner equipment as needed.
• Install and test equipment at user site.
• Maintain awareness of related IT programs and projects to ensure that common goals and objectives are met.
• Escalate problems /or issues to the technical lead or department manager as appropriate.
• Meet all service performance operational goals as defined by the department for: number of tickets processed daily, response time via phone, on-site visit, callbacks, escalations, etc., work hours, maintains protects company assets
• Perform tasks in a professional business-like manner
• Support non standard applications that are critical for the business as defined per IT management
• Responsible for troubleshooting problems with phone system and escalating to phone tech or phone company if problem cannot be resolved locally.
• Responsible for troubleshooting problems with network environment and escalating to engineers if problem cannot be resolved locally.
• Responsible for creating/maintaining facility documentation pertaining to IT
• Perform other related duties as assigned, which can include participation in IT projects lead by corporate, coordination of local contractors/consultants when support is required, etc.
• Utilize multiple procedures and processes, perform advanced and diversified technical assignments where experience is required to obtain a thorough knowledge of the work being performed and its relationship to work of related functions
• Act as a technical resource and IT business partner to internal/external customers to address and resolve inquiries and problems.

Required Knowledge, Skills Abilities

• Four-year bachelor degree in MIS, IT, Computer Science, Technology or related experience.
• One year minimum hands-on experience working with PCs, (both desktops laptops) as well as PC accessories.
• Service minded personality and can work under pressure, is able to work with little direct supervision.
• Knowledge of Microsoft Office applications (Word, Excel, etc.)
• Knowledge of Microsoft Windows 7 and Windows 10 operating systems
• Must be able to lift 50 lbs individually and 70 lbs with group lift.
• Good problem solving skills and teamwork attitude, initiative and hard working,

Desired Characteristics: Knowledge, Skills and Abilities

• Two to four years of hands-on experience working with PCs, (both desktops laptops) as well as PC accessories.
• Possesses or willing to obtain appropriate PC certifications; i.e. A+, HP or Dell Repair Certs, etc.
• Network topology, voice and windows domain environment knowledge.
• Knowledge of softphone installation and support.
• Familiar with G-Suite Enterprise.
• Interest in learning new skills, strong team spirit and high initiative.
• Excellent verbal communication and inter-personal skills are desired.