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Information Services Analyst

Virginia Beach, VA

To provide primary end-user support and Help Desk support for the desktop computing environment. Provides “Level 3” technical support for desktop computers, notebooks, peripheral devices and associated software, as well as cellular and desktop telephones. Tracks and resolves all problems in accordance with established service level agreements.  

Position Highlights:

  • Visibility – Work with all facets of the business and all personnel levels in overseeing the company’s risk assessment and internal controls. CHECK OUT OUR VIRTUAL PLANT TOUR,
  • Challenge – Work in a high paced, fast growing, global organization that is the leader in our industry.

Position Responsibilities:

  • Provides Level 3 / Tier III intermediate to advanced support, for our end-users on a variety of IT-related issues.
  • Responds to Help Desk tickets, telephone calls and e-mail requests for technical assistance.  Answers phones/ user emails as needed by volume.
  • Serves as the advanced technical resource and the central point of contact for technical issues and supports systems to include computer and printer hardware, network devices, operating systems and enterprise applications.
  • Utilizes call tracking management system to track and escalate technical or functional issues according to procedures.
  • Utilizes the Software Management Application (DSM) to create software packages, troubleshoots compliance issues for our end users computers.
  • Identifies, documents, researches, tracks and resolves technical problems in accordance with established service level agreements.
  • Installs desktop computers, notebooks, workstations and peripheral equipment, as well as the required standard software.
  • Provides training to end-users on the use of hardware/software as required.
  • Creates intermediate to advanced computer scripts.
  • Troubleshoots intermediate to advanced audio video issues.
  • Provides after-hour support (on-call) for a minimum of 7 hours per month.
  • Assumes additional related responsibilities as needed.


  • Associates degree in related discipline or equivalent combination of education and experience.
  • One of the following certifications preferred: Network +, A+ Certification or MSC.
  • Intermediate to advance knowledge of networking principles, Microsoft Office applications, web-based applications and active directory.
  • Ability to troubleshoot Windows PC operating systems and PC/laptop hardware.
  • Basic to Intermediate knowledge with DSM or other Software Management Application.
  • Required to lift IT equipment weighing up to 45 lbs.





EOE/ Drug Free Workplace

*A majority of STIHL gasoline-powered units are built in the United States from domestic and foreign parts and components. "Number one selling brand" is based on syndicated Irwin Broh Research as well as independent consumer research of 2009-2017 U.S. sales and market share data for the gasoline-powered handheld outdoor power equipment category combined sales to consumers and commercial landscapers.