IT Support Analyst

Job Description

Who Are We:

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, 2022, employed approximately 5,700 people in its worldwide businesses. Brady's fiscal 2022 sales were approximately $1.30 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.

What We Need:

The IT Support Analyst works with computer users from the business to diagnose and resolve computer problems in a prompt and timely manner. This person will escalate requests or issues to the appropriate technical person within IT and determine appropriate priority level. The IT Support Representative will provide user training material and IT documentation as needed. This individual needs to have passion for the internal customer and be able to relate to a non- technical user in a professional manner. IT Support Representatives are responsible for documenting new solutions to problems and training end users as well as peers on appropriate solutions.

What You'll Be Doing:

• Identifies hardware problems and determines the most efficient cost effective way to resolve using systematic troubleshooting approach, technical documentation, and maintenance procedures
• Reports all recurring problems that aren't being resolved effectively to appropriate network engineer to initiate prevention procedures update documentation accordingly
• Orders parts and repairs damaged equipment according to equipment warranties with a limited amount of downtime
• Processes timely defective reports to vendor to ensure accurate billing and warranty parameters
• Coordinates replacement or loaner equipment as needed
• Installs and tests equipment at user site
• Escalates problems/issues to the technical lead or department manager as appropriate
• Meets 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
• Company assets
• Updates matrix responsibilities as needed
• Maintain awareness of related IT programs and projects to ensure that common goals and objectives are met.
• 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
• Act as a technical resource and IT business partner to internal/external customers to address and resolve inquiries and problems

What You'll Need To Be Successful:

• Associate Technical Degree or higher
• Minimum 3 years of technical support experience
• General customer service experience
• Ability to occasionally work nights and weekends
• Demonstrated experience in Windows OS and corporate network environment
• Ability to apply basic project management skills to small projects, will need to do research to resolve customer issues where precedents do not always exist

Desired Characteristics: Knowledge, Skills and Abilities:

• Minimum of 2 years of experience in an IT Support position

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