The IT Service Desk Analyst role provides technical assistance and support related to computer systems, hardware, and software as requested by the associated end users via incident and service request tickets to the IT Service Desk. This person will fulfill service requests and will troubleshoot, isolate, and diagnose resolutions for incidents (in person, by telephone, or via email) in a timely and accurate fashion per established SLAs.

The IT Service Desk is the central point of contact for all IT queries from staff in all areas of the business. The Service Desk sets the standard of behavior for customer engagement, playing a key customer advocacy role in developing and delivering services that support customer needs and support the IT Service Delivery organization’s objectives.

This role requires the ability to develop effective working relationships with colleagues within and beyond IT to ensure that a consistent, high-quality service is delivered to our internal customers. This is a fast-paced and varied role, requiring excellent communication and customer service skills as well as a broad range of technical knowledge in both office and manufacturing environments and provides an environment full of continuous learning and opportunities to grow the technical skill sets necessary for a career in Information Technology.

RESPONSIBILITIES

• Provide first-level support (remote tools, phone or in person) for all IT incidents and service request by referencing knowledge base of solutions previously encountered and determining the efficient course of action for resolution, including escalation to relevant teams of internal subject-matter experts (SMEs) or designated outside vendors as required.
• Professionally manage help desk calls and auto-generated tickets for customers requesting IT assistance.
• Monitor all open tickets until resolution; provide regular status updates and feedback, and escalate as necessary to ensure compliance with established SLAs.
• Provide first- and occasional second-level hardware and software support including installation, configuration, delivery and setup of desktop and laptop computers, tablets, mobile devices and printers and peripherals.
• Provide administrative support as required such as granting or revoking network access, file permissions and application licensing; performing file/directory restorations; installing software; and resetting pins and passwords.
• Ensure that all processes and procedures, including software changes, are performed in an audit-worthy manner following established change management processes.
• Be willing to learn and develop subject matter expertise in the systems and products we support.
• Be willing to participate in On-Call rotation for supporting occasional critical system issues which would cause negative financial impact to Libbey if not addressed outside of standard business hours.

REQUIREMENTS

• High school diploma or GED required, college degree preferred
• Demonstrated proficiency in computer hardware and software technical skill
• A professional, positive, and approachable demeanor with the ability to remain calm under pressure.
• A collaborative style which allows the development of professional and effective working relationships with teammates, customers, and key stakeholders.
• Ability to use discretion when handling sensitive or confidential information.
• Excellent verbal, written and interpersonal communication skills. Ability to communicate technical information (both verbal and written) to a wide range of end-users in a way they can understand it.
• Excellent time management skills and ability to frequently multitask.
• Strong analytical and problem solving skills.
• Familiarity with basic networking, operating systems and connectivity
• Understanding (or ability to quickly learn) the basics of the ITIL framework and ITSM processes and tools used for the delivery of IT services.
• Ability to lift 30 to 60 pounds on occasion. Work may require moderate physical exertion and/or physical strain.
• Availability to work occasional nontraditional hours should they be necessary due to unusual business demands or complex IT project go-lives.
• Availability to participate in On-Call rotation for supporting occasional critical-system issues which would cause negative financial impact to Libbey if not addressed outside of standard business hours.
• Demonstration of advanced active listening skills.
• Ability to travel occasionally between Toledo-area sites (Downtown Toledo offices and manufacturing plant, and Perrysburg Distribution Center) as needed for incident resolution or request fulfillment.
• Ability to follow established standards for documenting tickets, configurations, and standard operating procedures.
• Responsible for compliance policy adherence, including password management, documentation, maintenance, provisioning access, and data protection procedures.

KNOWLEDGE & EXPERIENCE

• Good technical understanding of Microsoft Office (including 365) Word, Excel, PowerPoint; Teams, SharePoint Online, Windows 10, Active Directory (including Azure/Entra), Outlook, Exchange Online.
• Good Technical understanding of Desktop PCs, Laptop PCs and Tablets.
• Basic conceptual knowledge of Microsoft Servers and general network administration.
• Basic understanding of telecommunications tools such as Microsoft Teams, Polycom, and ShoreTel.
• Basic understanding of client/Server application architecture.
• Basic conceptual knowledge of ERP systems.
• One year of experience or professional certificates preferred (A+, Network+, ITIL Foundations)