IT Support Analyst

Overall Purpose and Objective of PositionLouis Dreyfus Company, a privately held firm involved primarily in the international trading and merchandising of agricultural commodities, is looking for an IT Support Analyst to join our North America team in Wilton, CT.  This position is the face of IT to LDC end-users providing on-site incident management, request fulfillment and technical support for approximately 1300 end-users on site services – network, collaboration tools, end user computing and software. Primary Responsibilities/Essential FunctionsProvide immediate resolution whenever possible and link with 2nd/3rd level support whenever required, follow-up and loop back with the customer/user.  Support can include VIPs. Ensures the accurate and complete logging of required information into the company call tracking system.Responsible for overall end-user computing and IT site services to ensure availability to all users, including installing operating systems, applications software and hardware in accordance with IT standards, policies and procedures.  Guides end-users regarding general questions and the use of hardware, software and operating systemIdentifies trends and continuous improvement opportunities, develops support documentation and knowledge base articles to address these most often reported problems and issues. Notifies management of increasing trends, usual or repeated activity.Support IT projects (hardware or software replacement, new sites,) reaching your site(s), you provide the local knowledge (vendors, maintenance, history, security, local regulations if any,) and personal service when requiredOrganize end-users education on any new technology and training on new tools/solutions supporting users and site services.Additional Responsibilities FunctionsUser account management including Active Directory, Office 365/Exchange and business applications, user file access managementAsset management, receive and inventory equipment ordered and deliveredPerforms daily administrative duties, such as submitting purchase orders and placing orders with vendors, taking receipt of equipment, ad hoc projects as assigned by the Site Services managementLocal Site contact for external service repair service (printer or workstation) and external support for 3rd party applications when site visit neededProvide remote hands support to Infra Ops team such as replacing networking equipment, managing ports on switches and performing tests