The role of the Technical Analyst I is to ensure Team Members are provided with proper computer operation by maintaining personal computers, peripherals, mobile and network devices. This person acts as first level user support, solves basic to advanced technical problems, maintains IS documentation, analyzes and resolves end user hardware and software problems in a timely and accurate fashion, and provides end user training where required. Primary responsibility is to support the FRAG Division location in Oregon, IL. Secondary responsibility is to work as part of the team supporting all FRAG Division locations and Team Members.  Location:         Oregon, IL  Reports to:      IT Network and Operations Manager Primary Duties and Responsibilities:  Customer Service and User Support (50%)Provide great support to internal customers by promptly assisting in answering their questions and concerns, continuing to follow-up, and follow-through on requests.Ability to prioritize each situation and need in relationship to business priorities.Troubleshoot personal computer hardware and software, and networked peripheral devices including printers, copiers, and mobile devices.Provide education to end users in response to support calls or requests.Inform users of proper company backup and recovery procedures for data.Work independently on project assignments.Ensure confidentiality as needed Maintain and Support (30%)Determine requirements, procure, schedule, install, configure, and test new client hardware and software.Construct, install, and test images and customized configurations for various platforms and operating systemsAssist the Hardware Renewal Coordinator with assignment of personal computers.Manage and monitor one or more servers, operating systems, software applications, network services, and other network technologies.Develop and maintain documentation of technology equipment software licenses and configurations.Assist with backup media management, and restore processes.Create and maintain network logon access and permissions.Create and manage email accounts.Provide off-hours technical support during network failures or maintenance.Coordinate support requests to the SAP business team.Installation and maintenance for SAP clients.Support Engineering CNC equipment on the shop floor to include hardware and Operating Systems.  Phone and Computer System Management (20%)Provide helpdesk support for all IP and PBX phone systems.Recommend, schedule, and perform phone equipment improvements, upgrades and repairs.—  Escalate issues to the appropriately experienced technician, or manager as required.—  Maintain proficiency in the evaluation, selection, and ordering of technology products.—  Obtain quotes and licensing requirements for new hardware and software purchases.—  Purchase new hardware and software products via standardized purchasing procedures.Documentation of Technology ImplementationsPlan, develop and manage scope and schedules to meet project goals within time, cost and agreed quality standardsEffectively prioritize and schedule tasks within projectsDocument lessons learned and closeout reports to track elements of the project—  Keep project system tools up to date and use them effectively—  Communicate issues and scope changes to management in a timely mannerRecord, track, and document the help desk request problem-solving process, including all decisions made, and actions taken, through to final resolution.  Education:  Two year college degree, and/or 2–4 years equivalent information technology experience. Knowledge & Experience: Position requires a minimum of three years’ experience performing a wide range of technical support in a corporate networked environment, preferably in a distribution or manufacturing environment This experience must include installing, maintaining and troubleshooting computer hardware and software; troubleshooting network and mobile devices and peripherals; and knowledge of basic network protocols.   Experience should also include working with vendors to obtain services such as spare parts or warranty repair services.  Strong knowledge of Windows operating systems, Microsoft Office applications, LAN and WAN networks, and networked printers and mobile devices Ability to interact and work with a large variety of end-users, located both locally and working remotely. Must be a team player with very good oral/written communication skills.  Must have strong organization and problem solving skills, along with ability to work effectively with internal and external clients.  Must be able to prioritize work to meet deadlines and maintain schedules, as well as relevant duties with minimal supervision.  Solve problems analytically; search out relevant information and gauge its importance when making decisions Set a good example of personal integrity Demonstrate ability and willingness to learn; seek out development activities to improve skills and increase knowledge; learn from other team members and own mistakes Proficiency in Microsoft Office suite (Outlook, Word, Excel) Helpdesk and project management software.  Availability: Available to work on site as required by job.Available and eligible to travel to other North America locations as needed up to 15% of the time.Ability to work on-call at all hours as needed to support the business.