IT Support System Analyst- Edwardsville, IL

Edwardsville | Illinois | United States

IT Support System Analyst- Edwardsville, IL

Edwardsville, Illinois, 62025
United States

WestRock (NYSE: WRK) partners with our customers to provide differentiated paper and packaging solutions that help them win in the marketplace. WestRock’s 50,000 team members support customers around the world from more than 320 operating and business locations spanning North America, South America, Europe, Asia and Australia. Learn more at

Position Title:              IT Support Systems Analyst – Merchandising Displays Division

The opportunity:

The IT Support Systems Analyst will support and implement endpoint computing devices including personal computers, printers, servers and other networking / computing infrastructure that WestRock owns.  In addition, the position will provide first contact support for application software used in the facility and assist users with obtaining support beyond what can be handled locally. As time allows, the position may support other WestRock Merchandising Displays locations remotely. 

This role has the following responsibilities:

  • Serve as the single point-of-contact on-site, providing technical hardware and software support for the on-site hardware and software utilized by WestRock team members in the  Edwardsville facility:

    • Endpoint computing devices including personal computers, peripherals, printers and scanners

    • Vehicle mounted computers (VMU’s) mounted on forklifts connected to WestRock applications

    • Business system application software support for level 1 and some level 2 issues such as basic functionality questions, access procedures / questions, and application password resets

    • Provide basic support for Microsoft Office software including installed software and Office 365 versions

    • Diagnose and troubleshoot location connectivity / network issues working with other Merchandising Displays IT personnel and Westrock IT Corporate Shared Services personnel as needed

    • Support wireless networks in the facility along with WestRock IT Corporate Shared services and personnel if needed

    • Install software on endpoint devices as necessary adhering to WestRock IT protocols and standards

    • Re-image Windows PC’s as necessary / setup new endpoint devices using WestRock standardized support tools

    • Assist with monitoring and diagnosis of user system / software response time concerns and investigate as needed

    • Work with WestRock IT Support (service desk) on issues that cannot be addressed locally, escalating as necessary to Merchandising Displays IT leadership and utilizing Service Desk escalation procedures as required.

    • Serve as an ambassador for WestRock IT to local WestRock personnel as needed, taking initiative to anticipate issues and raise the concern, and when issues do occur, respond timely and with a sense of urgency

    • As time allows, remotely support other WestRock Merchandising Displays locations utilizing WestRock support tools

  • As needed, provide on-call off-hours technical support for the above software and infrastructure in the Edwardsville / WestRock facility

  • Assist with testing and implementation of new or enhanced versions of desktop computing software and hardware as requested / needed

  • Utilize WestRock’s service management system to record and track break/fix incidents, and requests for service. Assist users in utilizing this system as needed.

  • Develop documentation/training material as needed and provide training to end-users one-on-one or in small groups

  • As needed, manage local projects related to the above systems


How you will impact WestRock:

  • Provide excellent IT Support at the WestRock assembly facility

  • Edwardsville facility is critical to ensuring on-time delivery and superior service

  • Our production facilities rely on the efficient and uninterrupted operation of our business systems and related hardware / infrastructure, so you will play a key role in rapid resolution of issues when they arise due to your on-site presence and on-call availability


  • Users will rely on your expertise and creative problem solving / root cause analysis to assist them when production will potentially be impacted.  Your abilities under pressure will be highly valued by the WestRock team and you will be an integral part of the WestRock team that makes site successful. 


What you need to succeed:

  • Education:

    • High School Diploma.  Associates or Bachelor’s degree strongly preferred.

  • IT experience required:

    • At least 5 years experience with end-user computing devices running Windows and Microsoft Office software

    • At least 5 years exposure to Windows networks utilizing Ethernet, both LAN, WAN and VLAN topologies including cabling infrastructure and PoE

    • Ability to install software and hardware

    • Ability to provide general end-user support in a courteous and supportive manner

    • Experience utilizing a service management system (such as ServiceNow, Remedy, etc.)

    • Experience utilizing remote hardware / software management tools

    • Experience using Windows based performance monitoring tools


  • IT experience desired:

    • Experience utilizing ServiceNow for incident management and service requests

    • Experience utilizing SCCM

    • Experience with Wireless access point assessment and troubleshooting

    • Familiarity with ProcMon and Nexthink

    • Cybersecurity awareness and utilization of endpoint security tools including FireEye HX


  • General requirements:

    • Ability to stoop, bend, and lift up to 25 pounds while moving and/or connecting computer equipment

    • Comfortable working in a light manufacturing environment that is clean but active

    • Ability to be on-call after hours to resolve issues and/or go on-site if needed

    • Safety aware and willing to promote safe practices in the workplace


  • Interpersonal skills:
    • Demonstrates discretion and independent judgment

    • Strong analysis, problem resolution and decision-making skills

    • Ability to work on multiple fast paced issues and smaller projects with changing priorities

    • Good communication skills (oral and written)

    • Team player with excellent customer service skills

    • Maintains professional composure during critical incidents requiring rapid resolution; works with a sense of urgency when required

    • Ability to lead and\or follow as needed.

    • Able to work independently with minimal direction

    • Strong work ethic – willing to go the “extra mile” to reach objectives

    • Comfortable with the position’s manager not on-site in the work location


What we offer:

  • Corporate culture based on integrity, respect, accountability and excellence

  • Comprehensive training with numerous learning and development opportunities

  • An attractive salary and benefits package reflecting skills, competencies and potential

  • A career with a global packaging company where Sustainability, Safety and Inclusion are business drivers and foundational elements of the daily work.


WestRock Company is an Equal Opportunity Employer committed to creating and maintaining a diverse workforce: Minorities/Females/ Disabled/Veterans.


Apply now