Spectrum Brands’ global enabling functions, including Finance, Legal, IT, Human Resources, Supply Chain, and Commercial Operations, provide enterprise-wide strategy, structure, and common processes to deliver the knowledge and expertise that helps our businesses grow. Enabling functions may operate as a center-led global team, providing a central strategy, structure, and standards; or as business partner teams, with resources embedded within the businesses to deliver business unit-specific results.

The Sr. Site Support Analyst will provide senior-level support to both the local and global business. Primary support to local site and departments. Expertise in specialized local systems. Assist with creating and maintaining global standards.

Support (50%)

• Provides desktop support for LAN based PC’s on both the operating system and the applications levels. Documents all requests for assistance by logging all calls in the incident management system.
• Take calls presented into the IT Service Desk when not on an on-site service call.
• Performs upper level problem management of user, pc, phone, and software issues when Service Desk Admins and Desktop Support 1 teams are unable to resolve
• Provides printer support including troubleshooting and resolving all facets of printing issues.
• Provides 24/7 on-call support for all business critical applications/systems on a rotating schedule with the rest of the Customer Service support team members in accordance with the IT On-Call Support Policy. Must be accessible by phone during the on-call hours, responding, when contacted, within 30 minutes.

Technical (30%)

• Provides technical consultation and support to customers in the use of industry standard PC hardware and software.
• Assists in the installation of new PC’s by imaging and delivering to the users.
• Installs, configures, and troubleshoots IP phones delivering those phones to the users.
• Performs PC and phone moves/adds/changes.
• Performs AD maintenance on a regular basis.

Maintenance (10%)

• Develops and maintains incident resolution database and works constantly to improve the incident resolution process.
• Maintains relationships with internal and external IT customers measuring client satisfaction and recommending appropriate steps to enhance IT customer satisfaction.
• Monitors and updates incidents logged in the Help Desk ticketing system.
• Be available for travel to remote Spectrumbrands locations for routine project and on-site support.

Other/General (10%)

• Other duties as assigned.

• Bachelor’s degree in Information Services objectives or equivalent experience.
• Minimum 2 years of information services experience.
• Minimum 2 years customer service experience

• Proficient in Windows operating systems
• Proficient in the Microsoft Office Professional Suite
• Proficient in the use of administrative tools (User Manager, Active Directory)
• Proficient on PC hardware, printers and RF devices
• Knowledge of the MAC operating system
• Excellent communication, organization, and customer service skills required
• Proficient in wireless devices
• Strong interpersonal and team skills
• Ability to lift 20 lbs.

Working conditions are normal for an office environment.

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this job/classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

Spectrum Brands is an Equal Employment Opportunity/Affirmative Action employer.

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