TSS Analyst

@ American Woodmark

About TSS Analyst

American Woodmark is one of the nation's largest cabinet manufacturers. By partnering with major home centers, builders, and dealers, we spark the imagination of homeowners and designers and bring their vision to life. Our commitment spans across service and distribution centers, corporate offices, and manufacturing facilities.

We are dedicated to fostering an inclusive work environment. Every team member contributes to making American Woodmark a place where individuals can express who they are through their work.

Position Purpose

The TSS Analyst is a critical member of the IT team, providing best-in-class technical services and solutions with expertise in client devices, software, hardware, and network infrastructure. The role emphasizes systems availability, responsiveness, connectivity, security, and overall service level metrics.

Ideal Candidate Profile

Experience:

• Minimum 5 years in IT desk-side support
• Expertise in PC hardware and software support
• Experience with issue tracking and escalation to higher-level IT support
• Support experience in an office environment for C-suite personnel

Skills:

• Advanced knowledge of Microsoft Office 365 and Windows desktop
• Proficient in software installation, configuration, and hardware upgrades
• Fundamental troubleshooting skills in network and peripheral devices
• Experience with mobile device configuration and troubleshooting
• Strong customer service and teamwork skills
• ITIL knowledge is a plus

Education:

• Bachelor's degree, technical diploma, or equivalent experience
• Microsoft Desktop certification or equivalent required

Essential Functions

• Deliver and support products, applications, and network systems
• Perform workstation setups, systems software upgrades, and peripheral configuration
• Deploy desktops and laptops using company imaging tools
• Provide escalated after-hours support as needed
• Implement system security procedures and monitor service levels
• Document work in the ticketing system and prioritize based on SLAs
• Provide training and onboarding for new hires
• Participate in IT change management and service transition activities

Scope & Expectations

• Work in a climate-controlled office environment and on a manufacturing floor
• Reports to the Manager of Client & Collaboration Services
• Minimal travel requirements
• Recruitment process includes phone, video, and in-person interviews
• Offers contingent upon background, drug, physical, and motor vehicle checks

Benefits Package

• Competitive compensation
• Health care benefits
• Paid holidays, vacation, and sick days
• 401(k) and profit sharing
• Tuition assistance and relocation assistance (when available)

Key skills/competency

• IT support
• Troubleshooting
• Customer service
• Microsoft Office 365
• Windows desktop
• Hardware support
• Software installation
• Network troubleshooting
• ITIL
• Technical documentation