IT Client Support Analyst

About the Role: We are looking for an experienced, high energy Client Support Analyst to join our Fabrics Digital team. The successful candidate will support a fast-moving and highly productive office, manufacturing floor, warehouse, and logistics team, enabling them to make, ship, and sell high-quality products to our customers. In this role you will join a team of Associates responsible for the support of IT hardware, applications, and infrastructure in both manufacturing and office environments; perform desktop and network support conforming to Fabrics and Enterprise standards. The successful candidate will quickly and accurately diagnose third and fourth-level desktop incidents, providing timely resolution and professional communication to the end users and spend approximately 80% of your time focused on end-user support and up to 20% as a resource for other IT projects or needs.

This role will be located at our facility in Elkton, Maryland.

Pay and Benefits:

• $36.00 - $50.48per hour
• Factors considered in extending an offer within this pay range include (but not limited to) education, experience, knowledge, skills, and abilities.
• Medical, Dental and Vision benefits effective on Day 1 of employment! We offer a comprehensive total rewards package, including competitive benefits. More details are available at www.gore.com/careers/benefits

Responsibilities:

• Troubleshoot hardware and software issues reported via our Service Desk, as well as be involved in maintenance, installs, training, and other services as required
• Become an integrated partner to the business and a supportive colleague to the global Service Desk, IT Asset Management, and Client Support teams. Liaise with other global teams and external service providers to support specialized (non-standard) applications and systems
• Be dedicated to team, but also capable to work independently
• Have a high sense of responsibility, service-oriented mindset, and focus on customer experience
• Be responsive to business needs while ensuring alignment with Fabrics and Enterprise standards
• Be willing to train and certify to all validated and quality systems as required
• Have foundational knowledge of ITIL and practical experience with ITSM processes and tools
• Be flexible, professional, and personable
• Respond to critical or emergency after-hours business needs
• Grow and develop within the commitment, keeping up to date with current trends in the industry

Required Qualifications:

• Bachelor's degree in a computer-related field plus a minimum of 2 years' experience installing and maintaining PC hardware and software in an office environment OR associate's degree in a computer-related field plus a minimum of 4 years' experience installing and maintaining PC hardware and software in an office environment OR A minimum of six years' experience installing and maintaining PC hardware and software in an office environment
• Knowledge of Windows 7, Windows 10, and Windows 11, Active Directory, MacOS, iOS, Wi-Fi, IP Networks, and M365 applications
• Experience providing client and network support in an office environment
• Excellent verbal and written communication skills
• Excellent organizational skills and attention to detail
• Strong initiative and self-motivation
• Ability to work effectively with a wide variety of technical and non-technical associates in a team environment
• Ability to provide quality, timely customer service
• Ability to travel up to 15%

Desired Qualifications:

• IT industry-recognized certifications from CompTIA, Microsoft, Cisco, and others, as well as extensive, in-depth knowledge of Microsoft Windows operating systems and M365 applications
• Analytical approach to troubleshooting hardware and software problems within domain environments, TCP/IP, HP printers, IBM Notes, Microsoft Outlook, and wireless networks
• Experience in leading and/or managing IT projects and experience teaching and training both technical and non-technical people

This position requires access to export-controlled areas and information. Candidates must be "U.S. persons" as that term is defined in 8 USC *1324b(a)(3). The term "U.S. persons" includes resident aliens ("green-card" holders) as well as certain refugees, asylum-holders and residents qualifying for temporary residence under the terms of 8 USC *1255a.

What We Offer: Our success is based on the capability and creativity of our Associates, and we are proud to offer a comprehensive and competitive total rewards program that supports your everyday and helps you build your tomorrow.

We provide benefits that offer choice and flexibility and promote overall well-being. And in keeping with our belief that every Associate should share in the collective success of the enterprise; we provide a distinctive Associate Stock Ownership Plan in each country as well as potential opportunities for "profit-sharing". Learn more at gore.com/careers/benefits

We believe in the strength of a diverse and inclusive workplace. With diverse perspectives, ideas and experiences, we uncover new possibilities and make a greater impact in the world. We are proud of Associates for building on our rich history of innovation, upholding our values and supporting an inclusive work environment where we treat each other and our external partners with fairness, dignity and respect.

Gore is an equal opportunity employer. We welcome all applications irrespective of race, color, religion, sex, gender, national origin, ancestry, age, status as a qualified individual with a disability, genetic information, pregnancy status, medical condition, marital status, sexual orientation, status as a covered veteran, gender identity and expression, and any other characteristic protected by applicable laws and regulations.

Gore is committed to a drug-free workplace. All employment is contingent upon successful completion of drug and background screening. Gore will consider qualified applicants with criminal histories, e.g., arrest and conviction records, in a manner consistent with the requirements of applicable laws.

Gore requires all applicants to be eligible to work within the U.S. Gore generally will not sponsor visas unless otherwise noted on the position description.

Our Talent Acquisition Team welcomes your questions atgore.com/careers/contact