Support Analyst

This role responds to inquiries, service requests and outages for the organization’s technology and computer systems, including all hardware and software, and including, but not limited to: manufacturing applications, account maintenance, printing, Office productivity suite, operating systems, mobility devices, LAN/WAN connectivity, and remote access. Identifies problems, provides troubleshooting and resolution or escalation and works closely with other I.S. areas to resolve problems as necessary.

• Support end-users in use of computer hardware and software by:
  • Responding to user questions by telephone, e-mail, or on-site in a friendly, professional manner.
  • Interviewing user to collect information about his/her problem and leading user through diagnostic procedures to determine the source of error.
  • Logging and tracking calls using Service Desk management software.
  • Performing effective incident development to ensure accurate fact collection required to troubleshoot and/or elevate the issue.
  • Researching and identifying problems with applications; recommending and/or implementing solutions to those problems.
  • Initiating follow‑up communication to ensure client satisfaction.
  • Coordinating data recovery and reconstruction whenever necessary for clients.
  • Serving as a liaison between Application Development, Operations, and the client community.
  • Maintaining and analyzing client hardware and software profiles.
  • Maintaining and coordinating prioritization of client requests.
  • Assisting in training preparation and providing one‑on‑one user assistance as required.
• Maintain system user accounts by:
  • Processing employee additions, modifications and terminations in a timely manner, and in compliance with Insteel Security Policies and Procedures and Sarbanes‑Oxley key controls.
  • Providing test data as requested to auditors and management during Sarbanes‑Oxley audits.
  • Maintain comprehensive documentation set for processing employee additions, modifications, and terminations at the Service Desk.
• Other duties that may include but are not limited to:
  • Performing quality and technical review of Incidents and Service Requests to ensure accurate reporting and consistent practices.
  • Ability to prepare Service Desk performance reports as requested.
  • Analyzing service reports for trends and making recommendations for changes to more efficiently resolve client issues and reduce call volume.
  • Creation and maintenance of knowledge for use in internal and external knowledge services.
• Occasionally completes other duties as assigned.
• Carries out responsibilities in accordance with the organization’s policies and applicable laws.

None.

• Strong verbal and written communication skills, including proper business English composition, spelling, and grammar.
• Excellent problem‑solving and critical thinking abilities to analyze complex issues and develop effective solutions.
• Ability to use critical thinking, experience, and available resources to perform effective problem analysis and resolution.
• Proven ability to manage time effectively, prioritize tasks, and meet deadlines in a fast‑paced environment.
• Demonstrated ability to work both independently and collaboratively within cross‑functional teams.
• Strong interpersonal skills with the ability to work effectively with users of varying technical skill levels.
• Demonstrated initiative and resourcefulness in researching, troubleshooting, and resolving issues.
• Strong customer service orientation with a focus on delivering exceptional technical support.
• Ability to maintain confidentiality and handle sensitive information with integrity.
• Ability to train end users in both one‑on‑one…