Service Desk Analyst

Service Desk Analyst

Location: Geismar, LA

Position Overview

The Service Desk Analyst is responsible for providing Tier 1 and Tier 2 IT support in a manufacturing environment. This role serves as the first point of contact for IT service requests, troubleshooting hardware, software, and network-related issues while ensuring users receive timely and effective support. The position also plays a key role in laptop deployment, replacement, and configuration activities across the site.

Key Responsibilities

IT Support & Service Desk

• Serve as the primary point of contact for incoming IT support requests and service tickets.
• Triage and assign support tickets to the appropriate teams for resolution when necessary.
• Troubleshoot and resolve Tier 1 and Tier 2 hardware, software, and network-related issues.
• Provide timely and professional technical support to end users.
• Track, update, and document incidents to ensure accurate issue resolution and communication.

Hardware Deployment & Support

• Perform laptop refresh and replacement activities for site personnel.
• Build, image, configure, and deploy new laptops and related equipment.
• Set up and support Dell laptops, docking stations, monitors, and other end-user hardware.
• Ensure all equipment is properly configured and operational before deployment.

Onsite Technical Support

• Travel throughout the plant site to provide hands-on technical support.
• Perform workstation and laptop swap-outs for employees across multiple departments.
• Assist users with hardware installations, troubleshooting, and equipment setup.
• Move and transport IT equipment as needed using appropriate tools or carts.

Team Collaboration

• Work closely with IT team members to achieve daily service desk and ticket resolution goals.
• Communicate effectively with users and stakeholders regarding issue status and resolution timelines.
• Contribute to a positive customer support experience through timely follow-up and problem resolution.

Required Qualifications

• Minimum of 2 years of experience in an IT support, help desk, or technical support role.
• Experience troubleshooting Windows-based hardware, software, and network issues.
• Minimum of 2 years of experience using Microsoft Office applications, including Excel, Word, and PowerPoint.
• Hands-on experience with Dell hardware, including laptops, docking stations, and related peripherals.
• Valid driver's license.
• Strong organizational, multitasking, and time-management skills.
• Ability to work independently and prioritize multiple support requests.

Preferred Qualifications

• Previous experience supporting users in a manufacturing, industrial, or plant environment.
• Experience with laptop imaging, deployment, and migration projects.
• Familiarity with IT ticketing systems and service desk best practices.
• Experience providing onsite technical support in a fast-paced operational environment.

Physical Requirements

• Ability to walk throughout a plant environment to provide onsite support.
• Ability to lift, transport, and move IT equipment safely, either manually or with a cart.
• Comfortable working in both office and industrial settings.

Key Skills

• Help Desk & Service Desk Support
• Tier 1 & Tier 2 Troubleshooting
• Laptop Imaging & Deployment
• Hardware Configuration & Support
• Microsoft Office Suite
• Dell Hardware Support
• Ticket Management
• Customer Service
• Problem Solving
• Communication & Collaboration
• Time Management
• Multi-Tasking & Prioritization