Junior IT Technical Analyst

The Junior Service Desk Analyst is a support point-of-contact for point-of-sale computing issues. Opportunities within the Global Point-of-Sale support organizational structure include telephone service desk coverage and working existing open cases, providing both incident troubleshooting and problem management for the user community. Significant interaction with personnel of all levels of the Company requires staff members possess a customer service orientation, attention to detail and ability to prioritize tasks, in addition to aptitude for ongoing development of technical skills. Strategy & Planning Contribute to process improvement plans. Provide solutions to standard known PC problems. Participate in decision making according to established guidelines, standards and procedures. Research, diagnose, and triage point of sale software issues to the appropriate teams for correction. Acquisition & Deployment Install and troubleshoot PC hardware and software including test and production environments. Support integration testing phase of hardware solutions in order to identify and remedy potential problem areas. Perform hardware and software improvements and upgrades. Operational Management Perform routine tasks (Service Desk phone support and in-person support to internal and in-country customers of all levels of the organization, configure and install PC hardware and software and provide case detail documentation). Monitor control systems (incident reports and service levels). Measure and report on services rendered (monthly metrics and project status reports). Coordinate documentation and dispatching of complex PC issues, Network, Messaging, Server and other concerns to appropriate parts of the organization. Recommend process and procedural improvements for PC hardware and software. Incidental Functions Assist with Change Management preparations and implementations. Assist with other projects as may be required to contribute to the efficiency and effectiveness of the group. Attend meetings in participation with the team. Provide periodic 24/7 on-call support of specific functions. Some travel may be required. Work outside the standard office 7.5 hour work day may be required. Formal Education & Certification Associate degree (or foreign equivalent) in a Computer Science, Computer Engineering, or Information Technology field of study (e.g., Information Technology, Electronics and Instrumentation Engineering, Computer Systems Management, Mathematics) or equivalent experience. Knowledge & Experience 0-1 year of IT experience. 0-1 year of experience with computer hardware and/or software. 0-1 year of experience in customer service related work. Basic understanding of information technology infrastructure and computer platforms. Basic understanding of computer administration concepts. Preferred Qualifications and Skills: Multilingual capabilities preferred (Spanish and/or Portuguese). Personal Attributes Good written and oral communications skills. Ability and initiative to learn and research new concepts, ideas, and technologies quickly. Ability to work in a team-oriented, collaborative environment. Motivated and competent to contribute time and effort to work assigned. Participate in meetings and follow up with resulting action items as needed. Good analytical, conceptual, and problem-solving abilities. Ability to learn new tools and technologies. Ability to organize, prioritize and execute tasks in a high-pressure environment as requested. Ability to work effectively in a multi-cultural environment. Strong commitment to inclusion and diversity. Sherwin-Williams is proud to be an Affirmative Action, Equal Employment Opportunity, Inclusion and Diversity Supportive Employer. All qualified candidate