MacLean Power Systems (MPS) is a leading manufacturer of engineered products and solutions used in the maintenance, repair, upgrade, and construction of transmission, distribution, and substation infrastructure.
LEADING THE WAY™ in innovation, MPS is dedicated to keeping the power infrastructure performing optimally by supplying world-class solutions to fulfill the needs of customers who maintain electrical services to consumers worldwide. We operate seventeen facilities across North America and continually invest in our manufacturing capabilities to better serve our customers. Learn more at www.macleanpower.com
Job Summary
The IT Analyst I serves as the first point of contact for employees seeking technical assistance. This position is responsible for responding to service desk tickets, troubleshooting common hardware and software issues, providing excellent customer service, and ensuring timely resolution or escalation of incidents and service requests. The role supports Microsoft 365 applications, Windows devices, user account management, and standard business applications while maintaining accurate documentation within the IT service management (ITSM) system. Team members are expected to resolve as many issues as possible at first contact, document troubleshooting activities clearly, and escalate appropriately when specialized support is required
Job Duties
- Receive, prioritize, troubleshoot, and resolve incoming service desk incidents and requests through phone, email, chat, and ticketing systems.
- Provide Level 1 technical support for desktops, laptops, printers, mobile devices, Microsoft 365 applications, and standard business software.
- Create, update, and close service tickets while maintaining accurate documentation and resolution details.
- Reset passwords, manage user accounts, and support access requests in accordance with company security policies.
- Escalate complex issues to senior analysts, infrastructure teams, or application support groups when appropriate.
- Assist with onboarding and offboarding activities, including hardware setup, account provisioning, and equipment collection.
- Support workstation deployments, replacements, and technology refresh activities.
- Support the collection and retirement of end-user devices as part of workstation lifecycle activities.
- Maintain knowledge of standard operating procedures and contribute to knowledge base articles when recurring issues are identified.
- Monitor service queues to ensure service-level agreement (SLA) targets are met.
- Communicate professionally and effectively with employees at all levels of the organization.
- Follow established ITIL and ITSM processes for incident, problem, and request management.
- Maintain accurate asset information and assist with inventory tracking.
- Adhere to all company safety, quality, environmental, and cybersecurity policies.
- Protect confidential information and follow company privacy and acceptable-use requirements in all support activities.
- Perform other duties as assigned.
Experience and Education
- Associate degree in Information Technology, Computer Science, or related field preferred; equivalent experience will be considered.
- 0 to 2 years of experience in a service desk, technical support, help desk, or customer support environment.
- Experience supporting Windows operating systems and Microsoft 365 applications, endpoint hardware, printers, peripherals, and basic networking concepts preferred.
- Familiarity with ITSM/ticketing systems and basic IT troubleshooting concepts.
- ITIL Foundation, Microsoft, CompTIA A+, or similar certifications are a plus
Competencies/Skills
- Customer Service Excellence
- Verbal and Written Communication
- Technical Troubleshooting
- Problem Solving
- Time Management
- Attention to Detail
- Documentation Skills
- Team Collaboration
- Organizational Skills
- Adaptability and Continuous Learning
- Basic Knowledge of Microsoft 365 and Windows Environments
- Ability to Prioritize Multiple Tasks in a Fast-Paced Environment
- Security and Confidentiality Awareness
EOE-Minority/Female/Disability/Veteran
Various agencies of the United States Government require employers to maintain information on applicants pertaining to factors such as race, sex, and type of position for which an individual applies. The information requested is voluntary and for compliance with certain record keeping requirements. MacLean Power, LLC has a long-standing commitment to equal employment opportunity for all its associates and applicants for employment. MacLean Power, LLC believes all persons are entitled to equal employment opportunities and does not discriminate against its employees or applicants for employment because of race, color, gender, affectional or sexual orientation, domestic partnership status, ancestry, religion, national origin, citizenship status, marital status, disability, veteran status, age or any other protected group status.
All job offers are conditional, upon successful completion of pre-employment screening, including criminal checks, drug testing, employment, and education verification.
