Technical Support Analyst

General Beverage Sales Co. (GB) is a business-to-business wholesale distributor of wine, distilled spirits, beer, soda, bottled water and non-alcoholic beverages, operating across Wisconsin’s 72 counties and serving over 11,000 licensed retail customers. IT Support Analyst The IT Support Analyst provides technical assistance and support to end‑users, ensuring smooth operation of hardware, software, and network systems. Responsibilities include troubleshooting and resolving IT issues in a timely manner while delivering excellent customer service. Responsibilities Respond to IT support requests via phone, email, ticketing system, and other channels and provide prompt solutions. Troubleshoot hardware, software, and network issues, diagnosing problems and implementing appropriate resolutions. Assist with software installations, upgrades, patches, and configurations. Analyze and resolve IT incidents and service requests within SLAs. Document support activities, including issue details, troubleshooting steps, and resolution outcomes. Escalate complex or unresolved issues to appropriate IT teams or vendors. Create and manage user accounts, permissions, and access controls across systems. Assist in setting up and configuring end‑user devices such as computers, laptops, printers, and mobile devices. Provide end‑user training on basic IT tasks and best practices. Create and maintain knowledge base articles and documentation for self‑help. Assist in managing IT assets, including hardware, software licenses, and peripherals; track and update inventory records. Assist in coordinating equipment procurement, setup, and decommissioning. Perform routine system maintenance: updates, patches, and configurations. Collaborate with other IT teams to ensure proper functioning and integration of systems. Contribute to the development and maintenance of IT support documentation and SOPs. Identify opportunities for process improvements and automation within the IT support function. Stay updated on latest IT trends and best practices. Perform other duties as assigned by supervisor. Qualifications Bachelor’s or associate degree in Computer Science, Information Technology, or a related field, or equivalent industry experience. Up to two (2) years of technical assistance and troubleshooting support. Strong knowledge of hardware, software, and network systems, including Windows and iOS. Proficiency in diagnosing and resolving common IT issues such as software errors, network connectivity problems, and hardware failures. Familiarity with IT service management (ITSM) tools and ticketing systems. Valid driver’s license and ability to pass a pre‑employment drug screen. Excellent communication and customer service skills. Logical reasoning, analytical skills, and troubleshooting aptitude. Attentive listener and clear communicator to non‑technical users. Resourceful problem solver with creativity and deep understanding of available tools. Collaborative partner who works effectively with team members, end users, and cross‑functional partners. Self‑motivated, results‑driven, and committed to best‑in‑class service. Acts with honesty, transparency, respect, dignity, and fairness. Contributes to an inclusive culture, embraces diverse perspectives, and fosters a welcoming environment for all. Benefits Excellent starting wage. Company‑paid life insurance. Company‑paid short‑term disability coverage. Two health insurance options. Dental insurance. Vision insurance. FSA and HSA (with applicable health insurance option). Voluntary coverages: life, short‑term disability, critical illness, accident. 401(k) with match/profit sharing. Generous vacation package. Separate generous sick time package. Lifelong learning opportunities to enhance career growth. Job Type Full‑time #J-18808-Ljbffr