Senior Analyst - Site Support (Loretto, KY)

Experteer Overview In this role you act as a bridge between business and IT, managing and resolving tickets within SLA and supporting IT issues from software to hardware including devices at the Maker’s Mark site. You own end-user problems, coordinate with internal teams, and document resolutions for the knowledge base. You’ll contribute to global projects and serve as remote hands for level 3 teams, with on-call availability. This position is based at the Maker’s Mark distillery in Loretto, KY, supporting local on-site offices and production. Compensation / Benefits * Represent IT to the business and advocate for business needs within IT * Align IT services with business strategies and objectives * Troubleshoot 1st and 2nd line IT issues from applications to hardware * Receive, log, and manage incidents and service requests via ServiceNow * Maintain asset inventory and track changes * Develop and maintain documentation / KB articles * Troubleshoot basic network issues * Escalate unresolved calls to higher-level support * Drive customer adoption and compliance * Develop and facilitate end-user training * Ensure business satisfaction and positive end-user experience * Manage hardware lifecycle locally (workstations, phones, peripherals) * Suggest improvements and innovation ideas * Provide IT support for production and controls systems * Assist with infrastructure setup and installs Tasks * Bachelor’s degree, diploma, or educational equivalent * Minimum 3 years’ experience in a similar role * Ability to travel up to 5% * Minimum 3 years supporting Windows 10, Office 365 and related hardware * Experience in a global role is a plus * ITIL certification is a plus * Customer service excellence * Strong technical acumen * Business Relationship Management * Adaptability to new environments and challenges * Understanding of IT Service Management * Ability to present technical information clearly to end-users * Documentation, organization, and prioritization * Team-oriented, collaborative, interpersonal skills * End-user training * Adherence to Service Level Agreements * Incident Management experience * Excellent oral and written communication * Self-motivated with focus on end-user experience * Strong problem-solving abilities Key requirements *

unresolved calls to higher-level support * Drive customer adoption and compliance * Develop and facilitate end-user training * Ensure business satisfaction and positive end-user experience * Manage hardware lifecycle locally (workstations, phones, peripherals) * Suggest improvements and innovation ideas * Provide IT support for production and controls systems * Assist with infrastructure setup and installs Tasks * Bachelor’s degree, diploma, or educational equivalent * Minimum 3 years’ experience in a similar role * Ability to travel up to 5% * Minimum 3 years supporting Windows 10, Office 365 and related hardware * Experience in a global role is a plus * ITIL certification is a plus * Customer service excellence * Strong technical acumen * Business Relationship Management * Adaptability to new environments and challenges * Understanding of IT Service Management * Ability to present technical information clearly to end-users * Documentation, organization, and a Understanding * Team-oriented, collaborative, interpersonal skills * End-user training * Adherence to Service Level Agreements * Incident Management experience * Excellent oral and written communication * Self-motivated with focus on end-user experience * Strong problem-solving abilities Key requirements *