Senior Help Desk Analyst

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Senior Help Desk Analyst

Thank you for exploring a career with NCH Corporation, an international company where we work in small teams that have a direct impact on success. We’re seeking a highly skilled Senior Help Desk Analyst to join our PPG group. In this role, you will be responsible for performing a variety of technical duties including on-site and remote technical support for both our Irving corporate office, Dallas Distribution Center, and field associates. You will also provide end-user hardware and software support, troubleshoot technical problems, assist with technology related projects, conduct end-user training, and assist coworkers as needed. If you’re seeking experience and growth in a personable, stable yet thriving environment, our Senior Help Desk Analyst could be a match for you!

A little about us

Applying for a new job is a little like entering uncharted territory. We want you to feel 100% confident about the application process, the position and our company before committing your time to apply, so that none of the above comes as a surprise. Let’s start with some information about NCH so you can get to know us better.

NCH Corporation is a privately held, family-owned, global business headquartered Irving, Texas, near Dallas. We have more than 7,500 employees, offices and facilities on six continents, and clients in more than 50 countries. This includes our corporate headquarters as well as subsidiary companies. We clean and conserve water, save energy, and deliver best-in-class maintenance solutions, with a focus on industrial and commercial businesses.

• About NCH and our history
• Our products and solutions
• NCH brands and divisions  

Culture and benefits

We’re a global company with a family feel, offering the same benefits of an international corporation with the personal relationships of a small business. Working in our small teams and close-knit environment, you’d never guess we had a 7,500+ employee head count. We realize a job is more than just a job – it’s an extension of your life and family – and we’re committed to maintaining just that. For us, culture is not just a perk; it’s essential to how we thrive. And that’s speaking for 100 years in the business!

• Employee-centric environment (regular corporate activities, personal relationships, small teams)
• Family-first attitude (work-life balance support, flexible hours)
• Approachable leadership (collaboration with top leaders, open-door policy)
• Growth-oriented mindset (autonomy, creative freedom to explore new ideas)
• Paid vacation and holiday leave
• Wellness initiatives (on-site fitness facility and cafeteria, treadmill conference room, planned activities)
• Community involvement (volunteering, fundraisers, charity events, school sponsorships and donations)
• Employee recognition programs (appreciation week, awards and ceremonies)
• Personal and professional development and growth
• Tuition reimbursement
• Financial wellness (retirement options, 401K match, employee credit union)
• Benefits package (medical, dental, vision, life, long and short-term disability)

A little more about the role:

ESSENTIAL FUNCTIONS:

• Provide timely and professional IT customer support to staff in-person or remotely by phone, email, or remote support tools per established policies, procedures, and service-level agreements
• Provide in-person support for Dallas Distribution Center, or other special circumstances requiring travel as needed
• Diagnose, repair, install, configure, and maintain end-user technology such as PC and Mac desktops/laptops, mobile devices, scan guns, printers, copiers, peripherals, and A/V equipment
• Support end-user software applications, including third-party and custom applications, and perform software installations and updates
• Perform basic system administration tasks including account provisioning/de-provisioning, computer imaging, email setup, and distribution list/security group management
• Maintain detailed service and maintenance records, inventory information, and knowledgebase articles using established helpdesk ticketing and inventory software
• Maintain spare parts and supplies inventory for printers, desktops, and laptops
• Manage and maintain Software Licenses and Maintenance Inventory
• Create, update, and maintain documentation as required
• Provide end-user training and instruction on systems, applications, security best practices, and company/IT policies in order to maximize end-user productivity
• Install and repair various types of wiring such as Ethernet, fiber, coax, audio/video, or telephones
• Maintain confidentiality with regard to the information being processed, stored, or accessed by the end-users on the network
• Maintain knowledge of company policies and procedures to both monitor and promote compliance

ADDITIONAL RESPONSIBILITIES:

• Reduce help desk incidents by performing proactive maintenance and repairs
• Assist in research and procurement of technology assets

JOB QUALIFICATIONS:

• Availability between 6 AM – 5 PM CST – in an 8-hour shift
• 3-5 years of Service Desk or Help Desk experience preferred
• Experience supporting Manufacturing ERP systems, Accounting systems, and EDI translation/communication software (Oracle preferred)
• Working knowledge of and ability to install, configure, maintain, and troubleshoot computers, mobile devices, phone systems, wired and wireless networks, applications, printers (regular, label, etc.) and related hardware and software
• Proficiency in customer relationship management (CRM) and task management software
• Excellent social skills and the ability to patiently and consistently interact and communicate with people at all levels of the organization in a support and training role
• Ability to communicate technical information to non-technical personnel both in writing and verbally
• Accurate, efficient and timely execution of tasks
• Must be detail oriented and well organized
• Ability to multi-task, handle multiple projects simultaneously, and work under tight deadlines
• Knowledge of Microsoft Office, Office 365, Active Directory, Windows, MacOS, IOS and Android required
• Strong understanding of TCP / IP Protocols, WYSE Terminals, Terminal Servers Management
• Fundamental understanding of basic enterprise networking required
• Knowledge of cybersecurity best-practices required
• Bachelor’s degree in Computer Science, Information Systems or other related technical discipline preferred, or relevant industry experience

Sound like a fit for you? 

If yes, jump aboard, and apply today.

For next steps, expect a direct phone or email response once we are able to review your application. We are committed to responding to all applicants, no matter the outcome, so we appreciate your patience to allow time for this. In the meantime, learn more about NCH and our culture by checking out our LinkedIn or Facebook pages. 

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.