Standard Process
System Support Analyst
Wisconsin, USA
Sponsorship not specified$60k-$70kDetected 22 days ago
SQLERPCustomer SupportVPNLeadershipCommunicationCollaborationProblem SolvingCritical Thinking
About the role
- Under the direction of the Manager, Service Desk, the System Support Analyst provides advanced technical support to end users across the organization and helps ensure the reliable day-to-day operation of endpoint devices, user technology services, and designated business systems.
- The ideal candidate brings strong troubleshooting skills, a customer-focused mindset, and the ability to support a broad range of hardware, software, access, and endpoint management needs in a fast-paced environment.
Responsibilities
- Provide technical support for incidents and service requests received through ticketing systems, phone, email, or in person, ensuring timely resolution and a high-quality customer experience.
- Provide Tier 3 support for incidents and service requests that cannot be resolved by Service Desk agents, including advanced troubleshooting, root cause analysis, escalation, and coordination with other IT teams as needed.
- Support designated specialized systems, including physical building access and badge/access control platforms, and assist with troubleshooting manufacturing-related endpoint and system issues within established support boundaries.
- Support the creation, testing, deployment, and rollout of new operating system images for desktops and laptops.
- Assist with endpoint patching, software updates, remediation, and standard device maintenance activities to maintain security, compliance, performance, and operational readiness.
- Create, modify, and disable user accounts and access rights in Active Directory or similar systems in accordance with established procedures and security requirements, and perform password resets and access-related troubleshooting.
- Install, configure, deploy, maintain, and replace end-user hardware and software as needed.
- Document incidents, resolutions, workarounds, and support procedures in the ticketing system and knowledge base, while maintaining accurate records of IT assets, support activity, and device lifecycle updates.
- This role resolves escalated technical issues, supports executives and key business users, and partners with other IT teams to maintain secure, stable, and efficient technology services.
Requirements
- For more than 95 years, Standard Process Inc. has been a visionary leader in whole food nutrient solutions.
- Education:
- Bachelor's degree in Information Technology, Computer Science, or a related field preferred. Equivalent combination of education and relevant experience may be considered.
- Licenses/Certifications:
- ITIL Foundation certification preferred. Relevant technical certifications are a plus.
- Experience working with ticketing systems, knowledge bases, and standard IT support processes.
- Knowledge of service desk tools, ticket workflows, and support metrics.
- Working knowledge of Microsoft 365, Active Directory or similar identity tools, VPN, remote support tools, and endpoint support practices.
Nice to have
- Bachelor's degree in Information Technology, Computer Science, or a related field preferred.
- ITIL Foundation certification preferred.
- Relevant technical certifications are a plus.
- Five or more years of experience in IT support, service desk, or end-user support roles preferred.
- Experience troubleshooting Windows-based desktop and laptop environments, standard business applications, printers, mobile devices, and account access issues.
- Experience supporting users in a professional office environment.
- Experience working in regulated environments or supporting security and privacy requirements is a plus.
Skills
- Strong troubleshooting and problem-solving skills across endpoint hardware, software, and user access issues.
- Strong verbal and written communication skills.
- Strong customer service orientation and ability to work effectively with users at all levels of the organization.
- Ability to work collaboratively across IT teams to coordinate issue resolution.
- Skills & Specialized Knowledge:
Compensation
- Competitive salary and annual incentive program
- Company-matched 401(k) plan
- On-site childcare with highly accredited curriculum
- Whole food court
- On-site chiropractic care
- On-site massage therapist
Benefits
- Comprehensive health care and flexible benefit plan, including pet insurance
- Profit sharing plan
- Daily fitness classes
- Paid time off and holiday time
- We offer a comprehensive and competitive benefit package, which includes:
- Platinum WELCOA award-winning wellness program, including:
- Educational assistance
- On-site 24x7 fitness center
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This listing is sourced directly from Standard Process's careers page and normalized into a canonical job model.