I.T. Support Analyst

 About General Beverages Sales Co.

General Beverage Sales Co. (GB) is a business-to-business wholesale distributor of wine, distilled spirits, beer, soda, bottled water and non-alcoholic beverages. Established in 1933, GB has been family-owned ever since. We currently operate in all of Wisconsin’s 72 counties as consultants to over 11,000 licensed retail business customers helping them to profitably select, promote, merchandise, and sell consumer products in the beverage category. We proudly employ 900 employees across the State of Wisconsin. Our mission is to be the trusted distributor partner of our suppliers and customers in order to advance our collective beverage business and support the growth of our family of employees.

 The IT Support Analyst provides technical assistance and support to end-users, ensuring the smooth operation of hardware, software, and network systems. They troubleshoot and resolve IT issues in a timely manner, while providing excellent customer service. 

What Can General Beverage Sales Co. Offer YOU?

• Excellent starting Wage 
• Company Paid Life Ins.
• Company Paid Short Term Disability Coverage.
• 2 Health Ins. options.
• Dental Ins.
• Vision Ins.
• FSA and an HSA (with applicable Health Ins option)
• Voluntary coverages such as Life Ins., Short Term Disability Ins., Voluntary Critical Illness coverage, as well as Voluntary Accident coverage.
• 401K with Match/Profit Sharing
• Generous Vacation package.
• Separate generous Sick Time package.
• Lifelong learning opportunities to enhance career growth.
• GREAT PEOPLE, GREAT PRODUCTS, AND A GREAT COMPANY!!

•  Possesses genuine curiosity that drives a proactive approach to deeply understanding business processes, system functionality, and stakeholder needs
•  Applies logical reasoning and analytical skills to diagnose technical issues, identify root causes, and evaluate and choose between potential solutions
•  Attentive listener that brings full attention to understanding and responding to end user concerns and issues in a clear and helpful way to non-technical users
•  Resourceful problem solver that uses creativity and deep understanding of available tools, documentation and support channels to create resolutions
•  Collaborative partner that works effectively and positively with team members, end users, and cross-functional partners to resolve issues, share knowledge, and improve support processes
•  Self-motivated, results driven and committed to best-in-class service
•  Acts with honesty and transparency and treats others with respect, dignity and fairness
•  Contributes to inclusive culture by building rapport, maintaining an openness to different perspectives, and fostering a welcoming environment for all 
•  Bachelor's degree or associate degree in Computer Science, Information Technology, or a related field or equivalent industry experience. Industry certifications such as CompTIA (A+, Network+, Security+), Microsoft, Jamf Certifications or similar are a plus
•  Up to two (2) years providing technical assistance and troubleshooting support
• Strong knowledge of hardware, software, and network systems, including Windows and iOS operating systems
•  Proficient in diagnosing and resolving common IT issues, such as software errors, network connectivity problems, and hardware failures
•  Familiarity with IT service management (ITSM) tools and ticketing systems.
•  Must possess a valid driver’s license
•  Must pass pre-employment drug screen

Technical Support:

· Respond to IT support requests via various channels (phone, email, ticketing system) and provide prompt and effective solutions.

· Troubleshoot hardware, software, and network issues reported by end-users, diagnosing problems and implementing appropriate resolutions.

· Assist with software installations, upgrades, patches, and configurations.

Issue Resolution:

· Analyze and resolve IT incidents and service requests within agreed-upon service level agreements (SLAs).

· Document all support activities, including issue details, troubleshooting steps, and resolution outcomes.

· Escalate complex or unresolved issues to the appropriate IT teams or vendors for further investigation and resolution.

User Management and Support:

· Create and manage user accounts, permissions/authorizations, and access controls across various systems and applications.

· Provide technical support and troubleshooting assistance to end-users, addressing hardware, software, and network-related issues.

· Assist in the setup and configuration of end-user devices, such as computers, laptops, printers, and mobile devices.

User Training and Knowledge Sharing:

· Assist in providing end-user training on basic IT tasks, such as software usage, password management, and best practices.

· Create and maintain knowledge base articles and documentation to facilitate self-help for end-users.

· Communicate effectively with end-users, providing clear instructions and guidance to resolve their IT-related queries or issues.

IT Asset Management:

· Assist in managing IT assets, including hardware, software licenses, and peripherals.

· Track and update asset inventory records, ensuring accurate and up-to-date information.

· Assist in coordinating equipment procurement, setup, and decommissioning processes.

System Maintenance and Monitoring:

· Perform routine system maintenance tasks, including software updates, patches, and system configurations.

· Collaborate with other IT teams to ensure proper functioning and integration of systems.

Documentation and Process Improvement:

· Contribute to the development and maintenance of IT support documentation, including standard operating procedures (SOPs) and troubleshooting guides.

· Identify opportunities for process improvements and automation within the IT support function.

· Stay updated with the latest IT trends, technologies, and best practices to enhance support services.

Perform other duties as assigned by supervisor.