ITG Brands
Service Delivery Analyst 2
Join ITG Brands as a Tier‑2 support specialist. ITG Brands is the third‑largest tobacco company in the USA and a globally recognized member of the Imperial Brands PLC family.
Who We Are ITG Brands delivers well‑known cigarette, cigar, and e‑vapour brands. We put consumers at the center of what we do and create an innovative workplace where inclusion, creativity, and bold thinking drive progress.
Responsibilities
Serve as a Tier‑2 support point of contact for end users, resolving moderate to high technical issues and liaising with Tier‑3 for guidance.
Provide high‑level end‑user support via telephone, remote, and desk side on complex IT issues.
Utilize technical skills to analyze inquiries and work closely with Tier‑3 support and vendor teams to address root cause analysis.
Conduct testing of company‑supplied devices and applications, documenting results and recommending solutions.
Participate in the set‑up, configuration, and support of mobile devices, ensuring seamless integration with company systems.
Participate in the design of end‑user computer images and maintenance process to optimize efficiency.
Review symptoms and cause of minor incidents to identify possible solutions to be published as knowledge articles.
Perform post‑resolution quality assurance follow‑ups with Tier‑3 teams and business users on high‑priority incidents.
Participate in ongoing initiatives aimed at enhancing IT service delivery.
Perform other job‑related duties as assigned.
Qualifications
Bachelor’s degree in Information Systems or a related field with 3+ years of Information Systems experience.
Must be 21 years of age or older.
Experience maintaining a knowledge base and reporting on incident metrics.
Proficiency in Service Management tools, computer hardware, and software.
Skilled in verbal and written communication, attention to detail, problem/situation analysis, time and task management, and multitasking.
Ability to plan, organize, prioritize, and manage multiple projects; work extended hours as required.
Microsoft MCP, A+, and Network+ certifications are a plus.
Work Environment and Physical Demand
Requires light physical effort; occasionally lifts or moves moderate to heavy weight objects (10‑50 lbs.).
Walks, sits, or stands for prolonged periods.
Use of manual dexterity and fine motor skills.
Requires prolonged machine operation including computer and keyboard equipment.
What We Offer
Competitive benefits package including medical, dental, vision, life insurance, disability plans.
Dollar‑for‑dollar 401(k) match up to 6% and 5% annual company contribution.
15 company‑paid holidays.
Generous paid time off.
Employee recognition and discount programs.
Education assistance.
Employee referral bonus program.
Hybrid workplace – remote or in‑office.
Summer hours.
Casual dress policy Monday through Friday.
Applicant Information This job description describes the essential functions of the job at the time the job description was created, but it is not an exhaustive list of tasks, duties, and responsibilities. In addition, the position may evolve or change over time and such changes may not be reflected in the job description until it is next updated.
Seniority Level Mid‑Senior level
Employment Type Full‑time
Job Function Information Technology
Industries Manufacturing
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Who We Are ITG Brands delivers well‑known cigarette, cigar, and e‑vapour brands. We put consumers at the center of what we do and create an innovative workplace where inclusion, creativity, and bold thinking drive progress.
Responsibilities
Serve as a Tier‑2 support point of contact for end users, resolving moderate to high technical issues and liaising with Tier‑3 for guidance.
Provide high‑level end‑user support via telephone, remote, and desk side on complex IT issues.
Utilize technical skills to analyze inquiries and work closely with Tier‑3 support and vendor teams to address root cause analysis.
Conduct testing of company‑supplied devices and applications, documenting results and recommending solutions.
Participate in the set‑up, configuration, and support of mobile devices, ensuring seamless integration with company systems.
Participate in the design of end‑user computer images and maintenance process to optimize efficiency.
Review symptoms and cause of minor incidents to identify possible solutions to be published as knowledge articles.
Perform post‑resolution quality assurance follow‑ups with Tier‑3 teams and business users on high‑priority incidents.
Participate in ongoing initiatives aimed at enhancing IT service delivery.
Perform other job‑related duties as assigned.
Qualifications
Bachelor’s degree in Information Systems or a related field with 3+ years of Information Systems experience.
Must be 21 years of age or older.
Experience maintaining a knowledge base and reporting on incident metrics.
Proficiency in Service Management tools, computer hardware, and software.
Skilled in verbal and written communication, attention to detail, problem/situation analysis, time and task management, and multitasking.
Ability to plan, organize, prioritize, and manage multiple projects; work extended hours as required.
Microsoft MCP, A+, and Network+ certifications are a plus.
Work Environment and Physical Demand
Requires light physical effort; occasionally lifts or moves moderate to heavy weight objects (10‑50 lbs.).
Walks, sits, or stands for prolonged periods.
Use of manual dexterity and fine motor skills.
Requires prolonged machine operation including computer and keyboard equipment.
What We Offer
Competitive benefits package including medical, dental, vision, life insurance, disability plans.
Dollar‑for‑dollar 401(k) match up to 6% and 5% annual company contribution.
15 company‑paid holidays.
Generous paid time off.
Employee recognition and discount programs.
Education assistance.
Employee referral bonus program.
Hybrid workplace – remote or in‑office.
Summer hours.
Casual dress policy Monday through Friday.
Applicant Information This job description describes the essential functions of the job at the time the job description was created, but it is not an exhaustive list of tasks, duties, and responsibilities. In addition, the position may evolve or change over time and such changes may not be reflected in the job description until it is next updated.
Seniority Level Mid‑Senior level
Employment Type Full‑time
Job Function Information Technology
Industries Manufacturing
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