As a Tech Lounge analyst, you provide insightful advice and friendly, hands-on technical support to Sherwin Williams employees in need. Deliver exceptional customer service experiences by actively listening to user concerns, empathizing with their frustrations, and communicating solutions in a clear and professional manner. You earn the trust of our employees as you offer mentorship, knowledge, and even tips and training.

Formal Education & Certification

• Associate degree (or foreign equivalent) in a Computer Science, Computer Engineering, or Information Technology field of study (e.g., Information Technology, Electronics and Instrumentation Engineering, Computer Systems Management, Mathematics) or equivalent experience

Knowledge & Experience

• 0-1years IT experience.
• 0-1 years experience with computer hardware and/or software.
• 0-1 years experience with network infrastructure
• 0-1 years experience in customer service-related work.
• 0-1 years experience working with mobile devices.
• Understanding of information technology infrastructure and computer platforms.
• Understanding of computer administration concepts.
• Working knowledge of Windows OS, PC hardware and Office Suites.
• Working knowledge of MacOS, i Phone, and i Pad
• Working knowledge and experience with ITIL
• Must be eighteen years or older

Preferred:

• Cleveland, OH candidates preferred

Strategy & Planning

• Drive a culture of continuous process improvement.
• Provide solutions to IT issues with attention toward problem prevention.
• Participate in decision making according to established guidelines, standards and procedures.
• Maintain composure and customer focus while troubleshooting and solving technical issues.

Acquisition & Deployment

• Assist with the identification and implementation of solutions that provide enhanced functionality and value.
• Deploy service solutions that simplify processes.
• Support and resolve issues affecting end users.

Operational Management

• Troubleshoot hardware, software, networking, and other technology issues for laptops, mobile devices, and peripherals.
• Provide hands-on technical support to employees on a wide range of hardware and software issues, including but not limited to laptops, desktops, mobile devices, printers, operating systems, productivity software, and network connectivity.
• Provide on-the-spot solutions to users’ problems with patience and compassion.
• Determine whether repairs can be done or if replacements are needed.
• Assist with device setup, software installations, and upgrades.
• Weekly new hire onboarding.
• Educate users on best practices for utilizing technology resources effectively, offering guidance on software applications, security protocols, and productivity tools to enhance their digital proficiency.
• Educate customers on optimizing their technology usage through tips, tutorials, and best practices.
• Maintain up-to-date knowledge of the latest technological advancements, operating systems, and applications.
• Meet or exceed the defined SLAs.
• Establish and maintain a culture of continuous improvement, including implementing metrics to measure the effectiveness of the technology architecture and identifying areas for improvement.
• Recommend process and procedural improvements.
• Optimize and drive efficiencies.

Incidental Functions

• Assist with Change Management preparations and implementations.
• Assist with projects as may be required to contribute to efficiency and effectiveness of the work.
• Attend meetings in participation with the team.
• Need to be onsite up to 5 days a week.

This position is not eligible for sponsorship for work authorization now or in the future, including conversion to H1-B visa. Must be legally authorized to work in the country of employment without needing sponsorship for employment work visa status now or in the future.

Job duties include contact with other employees and access confidential and proprietary information and/or other items of value, and such access may be supervised or unsupervised. The Company therefore has determined that a review of criminal history is necessary to protect the business and its operations and reputation and is necessary to protect the safety of the Company’s staff, employees, and business relationships

This role will report to Sherwin-Williams Global Headquarters located at 1 Sherwin Way, Cleveland, OH 44113.