Technical Services Analyst With more than a decade of service, Nordic Ice serves the meal kit and pharmaceutical industries with the highest quality cold-chain solutions and products. Built as a family business, Nordic Ice partners with each of its clients to create custom solutions that meet and exceed expectations for temperature-controlled packaging and manufacturing. Nordic Ice is currently seeking a Technical Services Analyst to join our Nordic Ice IT team in the headquarters located in Hatfield, PA. POSITION DETAILS As part of the IT team, the Technical Services Analyst role is to provide 1st and 2nd level IT support and guidance for all Nordic Ice end user assets. This would include resolving support requests, as well as meeting customer satisfaction and continuous service delivery demands. You will work on various projects as well as perform some system administration duties. While located in the headquarters in Hatfield (PA) this position will support remotely the other 5 locations spread across the United States (Orlando (FL) Omaha (NE) Dallas (TX) Louisville (KY) Reno (NV)). There will about 50 users to support. Responsibilities include but are not limited to the following. Answers and responds to inbound calls, emails, using documented procedures, available tools and supplied script(s) to assess customer's technical support needs and handleroute accordingly to the satisfaction of the customer Verifies all contact information CreatesUpdatesResolves incidents or service requests within supplied IT Service Management System Provide technical support for both hardware and software issues our users encounter Provide some Server Management and troubleshooting Create and verify backups of data Review application logs Documents problem definition Documents and logs all contacts and actions into tickets per specified guidelines Creates temporary \"work-around\" for immediate customer issues when appropriate Maintains Nordic Ice Asset and Software Inventory Create and maintain hardware and software test scripts Work with vendors to resolve technical issues Provides software and system troubleshooting, maintenance, support and resolve remotely, over the phone or at desk side Installs, upgrades and configures applications, software and related hardware (such as desktops, laptops, related peripherals such as printers, scanners, drives, monitors and video teleconferencing and software such as Windows OS and Office) Provides technical support and training to end-users Maintains current knowledge of relevant technology and recommends future growth hardware and software specifications Communicates recurring issues to management Remains knowledgeable of performance requirements and IT service offerings Adheres to service level agreements with customers and business partners Maintains awareness of and compliance with all Nordic Ice personnel policies Achieves specified performance goals Participates in special projects as required Additional responsibilities as required We offer a friendly, relaxed and challenging work environment along with good compensation and comprehensive benefit package. Some of the benefits include but are not limited to Medical, Dental, Vision, 401K with company match and paid time off. Thank you for your interest in our position. Nordic Ice is an Equal Opportunity Employer, MFDV Associated topics: assistant, customer support, desk, excel, help desk, information technology support, msword, support, technical support specialist, troubleshoot
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