IT Service Desk Analyst

DepartmentInformation Technology
Reports ToManager of IT Infrastructure and Operations
Position Overview

Greenfield Global is the largest high-purity alcohol company in North America offering bulk and packaged ingredients and additives. Under the Pharmco brand, we offer a wide range of specialty alcohols and bio-based chemicals to quality-driven and environmentally-conscious customers around the globe. The Pharmco brand has come to stand for premium quality and service excellence. We have been supplying life science, food, flavor, fragrance, personal care, extraction and industrial companies with mission-critical products for more than 30 years.

As part of a Global support team, the IT Service Desk Analyst is responsible for providing technical support to all employees as well as providing an exceptional customer service experience day in and day out. We are looking for bright, ambitious analysts who are highly energetic and have a passion for success. Just like technology, our environment is constantly changing and we are looking for candidates who are willing to learn and grow with these opportunities.

Duties & Responsibilities
  • Provide technical support and customer service to local and remote staff
  • Strong Windows, application and hardware support and experience
  • Provide support for Microsoft Office Suite, Windows 7 & 10 Operating Systems, Active Directory, Group Policies, printer queues, shared files and shared printers
  • Support mobile devices management platform as well as iPhone & Android devices
  • Log into ticketing and call queue daily to track active issues until closure
  • Create and maintain IT policies and procedure
  • Deployment of desktops, laptops and other technical equipment
  • Collect and document information pertaining to inventory and asset tracking
  • Assist in the development of the customer solutions knowledge base
  • Identify process improvements to reduce tickets and improve on the time to close tickets
    Participate in departmental projects and team collaboration various IT groups
  • Attending and participate in various team and department meetings
  • Dedicate time to personal development and training
  • Research and Development of new products and services to enhance IT portfolio.
Skills & Qualifications
  • Strong written and verbal communication skills
  • Strong Windows client and server application support and experience
  • Excellent analytical and problem solving skills
  • Post-secondary education in an IT discipline with 2 years’ experience in an IT support role
  • Ability to work independently and in a team environment
  • Experience working with Active Directory, Windows Server 2008/2012, Exchange Server 2010/2016/O365
  • Help Desk/Service Desk Ticket Tracking Software
  • Project experience implementing Windows 10
  • Application configuration and deployment
  • Experience with monitoring and benchmarking
  • ITIL Foundation
  • Experience with Microsoft SCCM & Windows Deployment Server
  • Understanding of networking concepts such as DNS, DHCP, TCP/IP and OSI Model.