IT Analyst - Voice & Collaboration

Allentown Office
Allentown, PA 18106, USA

Buckeye is the premier infrastructure and logistics provider for the world’s energy needs, both today and tomorrow. Since 1886, we have successfully navigated transitions in the way energy has been distributed to continually meet the needs of an evolving market and industry environment. Our people are a critical element to the success and longevity of our operational history and our future as we seek to thrive through the energy transition.

We own and operate a diversified global network of integrated assets providing midstream logistic solutions, primarily consisting of the transportation, storage, processing, and marketing of liquid petroleum products. We are committed to safely and responsibly providing world-class service to meet the continually evolving energy needs of our customers and the communities we serve. As part of this commitment to our customers, we are continually diversifying our platform and service offerings to enable less carbon intensive energy solutions and undertaking decarbonization efforts on our operations.

Role

Summary:

The IT Analyst, Voice & Collaboration role will be directly involved in maintaining and developing areas of technology related to voice systems including Cisco Unified Communication Manager and its related Webex environment, Apple iOS/iPadOS support with mobile device management using Microsoft Intune, Audio/Video/Conference room assistance, and end-user support. The role will utilize Service Now ticketing system for management of end user support tickets and adhere to Service Level Agreements.

Responsibilities & Essential Functions include:

• Project Implementation. Complete assigned tasks that assist with the implementation of various projects related to Buckeye’s applications. Document end-user requirements related to the new applications.
• System Maintenance. Perform the maintenance of the various systems and technologies. Respond to reported application issues.
• Application Administration. Assist system administrators in the set‑up of assigned applications and administering systems interfaces.
• Internal Support. Support the various IT systems with lifecycle management of assigned and dependent applications.
• Documentation. Create documentation for all supported applications and ensure documentation is current. Documentation may include IT PMO, Disaster Recovery, Interconnection, etc.
• Testing. Test application upgrades before releasing them to Buckeye Business and provide recommendations for application system upgrades and enhancements.
• On-Call Support. Provide on‑call support during non‑business hours to Operations on an as‑needed basis.
• Customer Service. Provide exceptional customer service.
• Process Improvements. Assist with identifying potential opportunities to increase efficiencies and/or improvements to existing processes. Help identify gaps in the current business model and propose processes that will help move the business forward.
• And other duties as assigned.

Position Requirements:

• HS Diploma or GED Equivalent, Certifications, College degree preferred in Information System or related discipline.
• 1-3 Years of IT support experience.
• Cisco unified communications platform. Troubleshoot, support and work with Cisco support vendor.
• Apple IOS mobility platform. Troubleshoot, support and work with Apple support vendor.
• Microsoft Office 365 End point management platform. Manage and support mobile devices within the standard MDM and ABM platforms.
• Web Ex App. (Messaging and Conference equipment) Troubleshoot, support, train end users and work with Web Ex support vendor.
• Provide support for local conference rooms with AV needs, work closely with other IT teams in cross support areas. Develop and help maintain…