Analyst, IS Support Services

Your Opportunity as the Analyst, IS Support Services

As a Support Services team member, you provide insightful advice and friendly technical support to users in need. You quickly diagnose hardware and software issues, explaining situations with patience and empathy. After determining what the issue is, you offer solutions to quickly get users up and running again. Even if you're juggling more than one customer, you stay conscious of their time demands as well as your own. You fulfill Smucker's service commitment with style, speed, and skill. You earn the trust of customers and coworkers alike as you offer guidance, knowledge, and even tips and training.

Location: Orrville, OH (Close proximity to Cleveland/Akron)

Work Arrangements: Onsite Monday - Friday

In this role you will:

• Provide Tier I & Tier II support for mobile devices (smart phones, pads, tablets)

• Provide Tier I & Tier II support for Microsoft O365, desktop operating systems and software to end-users.

• Image, configure and deploy PCs in an enterprise environment.

• Deploy and repair local and network printers.

• Install and configure software applications.

• Answer Calls/Emails/Chats via contact center.

• Provide after-hours support as needed.

• Document (create/update) Standard Operating Procedures (SOP's).

The Right Place for You

We are bold, kind, strive to do the right thing, we play to win, and we believe in a strong community that thrives together. Our culture is rooted in our Basic Beliefs, and we believe in supporting every employee by meeting their physical, emotional, and financial needs.

What we are looking for:

Minimum Requirements:

• Internship or at least 1 year in a Help Desk or support position

• Strong people skills and an aptitude for problem solving

• Strong customer service skills

• Ability to maintain composure and customer focus while troubleshooting and solving technical issues

• Ability to adhere to a schedule of customer appointments

• Team player

• Skilled in Microsoft Office Applications

• Exceptional communication, professionalism, and customer‑facing poise when supporting high‑visibility users

Additional skills and experience that we think would make someone successful in this role (not required):

• Bachelor's degree

• Knowledge of the ServiceNow Platform

• Familiarity with Intune

• Familiarity with Windows Autopilot workflows

• Familiarity with Splunk

• Skilled in Active Directory

• PowerShell Basics

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