IT Service Desk Analyst

Role PurposeYour job is to help people. When someone at H&V has an IT problem — they can’t log in, their laptop is acting up, they need access to something — you’re the person they reach out to. How you handle that interaction matters. You listen, you communicate clearly, you follow through, and you don’t disappear on them. When you do this well, people trust IT. When you don’t, they stop calling and start working around us.For many employees, you’ll be the only direct interaction they have with IT. That means you’re not just fixing technical problems — you’re shaping how the entire organization experiences IT support. Technical skill matters, but it’s secondary to your ability to connect with people, understand what they actually need, get them back to productive work, and spot ways to make things better.Key ResponsibilitiesCustomer Partnership & CommunicationYou’re the first point of contact for IT requests — via the service management platform, Teams, email, walk-ups, or phoneYou approach every interaction with patience, recognizing that the person reaching out may be frustrated, pressed for time, or not technicalYou listen first to understand the actual problem and its impact before jumping to solutionsYou keep people informed throughout — no one should have to wonder what’s happening with their requestYou follow up to make sure the fix actually workedIf you need to escalate or hand something off, you make sure the customer knows what to expect and nothing gets droppedIncident & Request TriageYou log tickets accurately with good documentation — the next person who looks at it should understand what’s going onYou balance speed with doing things right; not every issue needs to be escalated, but the ones that do shouldn’t sitYou work your queue and meet the service levels the team commits toYou know the escalation paths and hand off cleanly when neededTechnical Support (L1 Scope)You provide first-level support across these areas:Identity and Access ManagementPassword resets, account unlocks, MFA issues including Authenticator app setup and recoveryBasic Active Directory tasks — verifying accounts, checking group memberships, and provisioning access per documented proceduresNew hire onboarding and departure offboarding — laptop setup, account creation/deactivation, equipment collectionEndpoint & Hardware SupportCommon Windows issues — login failures, slow performance, application crashesLaptops, desktops, docking stations, monitors, printers, scanners, and peripheralsMobile devices (iOS and Android) — email setup, connectivity, basic troubleshootingDeployment of approved applications and licensesMicrosoft 365 & CollaborationOutlook, Teams, OneDrive, SharePoint — access issues, sync problems, permissionsConference room A/V systemsAdditional ResponsibilitiesVPN, wireless, and wired network connectivity troubleshootingEndpoint security — verifying BitLocker and antivirus status, escalating potential security issuesIT asset inventory — keeping records accurate, coordinating equipment through its lifecycle, following procedures for decommissioningManufacturing Site SupportOnsite support for shop floor environments — PCs, terminals, barcode scanners, label printersTriaging manufacturing application issues (ERP, MES) and routing them to the applications team with clear documentation of what’s happening and why it mattersTeam Collaboration & LearningYou work across shifts in a follow-the-sun model and keep your teammates informed on handoffsYou share what you learn — contributing to the Knowledge Base instead of keeping solutions in your headYou’re committed to learning ITSM fundamentals and growing your skills over timeYou serve as eyes and ears for network, security, and infrastructure teams — flagging issues, gathering information, and communicating clearly so problems get resolved fasterRequired Skills & BehaviorsYou genuinely like helping people and have the patience to work with someone who’s frustrated or confusedYou communicate clearly and keep people in the loop — no one should have to chase you for an updateYou own your work and follow through until the problem is actually solved, not just passed alongYou can troubleshoot methodically but also know when to ask for helpYou speak up when something doesn’t look rightYou follow procedures, but you push back when they don’t make senseYou’re someone people enjoy working withTechnical Knowledge (Foundational)Windows client operating systemsMicrosoft 365 — Outlook, Teams, OneDrive, SharePointMobile devices — iOS and Android phones and tablets, including email configuration, app management, and Wi-Fi connectivityActive Directory basics — accounts, groups, password managementMulti-factor authenticationEndpoint security fundamentals — antivirus, encryptionBasic networking — TCP/IP, DNS, DHCP, VPN, Wi-FiPrinters and peripheral devicesFamiliarity with manufacturing or industrial environments is a plusQualifications1–3 years in IT support or a customer-facing technical roleAssociate’s degree in IT or equivalent experience preferredITIL Foundation or CompTIA A+ is a plusYou can work onsite during business hours, with on-call availability for emergenciesHollingsworth & Vose is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, gender, sexual orientation, gender identity or expression, religion, national origin, marital status, age, disability, veteran status, genetic information, or any other protected status.