IS Support Analyst

Position Summary

This position is key to enabling the delivery of high-quality services to end users of IT systems worldwide. This role requires the ability to work independently under organizational guidelines and defined service level agreements (SLA) to ensure overall service levels are maintained and continually improved. Additionally, the role requires a strong degree of technical experience and customer service skills to assist end users with resolving incidents, at times fulfilling requests remotely and escalating to other parts of the organization as needed.

Focusing on customer service through achievement of service response and resolution times as prescribed in Service Level Agreements is expected as to measure performance and customer experience. Using technical support knowledgebase and Service Management tools to ensure effective response and resolution of incidents and fulfilment of service requests is foundational to manage workload and engage with end users. Lastly, a main component of this position is to pursue ongoing technical and business knowledge growth through collaboration with other IT Support teams as opportunities arise.

• Responsible for working and tracking all reported issues and service requests from beginning to resolution within predetermined service levels using the ticketing system
• Provide onsite and remote support of laptops, pc’s, printers, mobile devices, and other computing equipment
• Apply analytical skills to assess and resolve technical issues related to computing needs of end-users
• Learn and implement approved ITG policies, processes, and procedures
• Monitor the Service Management queues following the Service Desk checklist
• Provide initial response support to the Parker Aerospace Aftermarket sites
• Log all incidents and service requests in the Service Management system
• Create well-documented and actionable tickets. Ensure all relevant information is entered in the Service Management system
• Resolve incidents and fulfil requests upon initial response where possible
• Triage all support requests coming to ITG via the service desk phone, e-mail, and self-service portal
• Escalate incidents and requests following the escalation and notifications procedure
• Collaborate with team members that may be in another office or department
• Use Knowledge base to investigate, diagnose and resolve incidents remotely
• Request and/or create knowledge articles in the knowledge base
• Meet Service Level Agreements and Continuous Improvement objectives
• Share knowledge openly and collaboratively
• Other tasks assigned by supervisor

Education Level:

• University degree (or equivalent work experience) in Computer Science, Engineering, or other technical field, or Business Administration with relevant IT work experience
• Microsoft technical certification in desktop administration or similar
• At least two years' Service Desk support experience
• ITIL V3 Foundation

• Ability to work independently and collaboratively, under pressure and within strict time constraints while working in a continually changing environment
• Experience supporting manufacturing, production facilities
• Strong understanding in Microsoft Products including Windows desktop OS, Server, and Office
• Technical knowledge of supporting Windows Active Directory on multiple domains including Group Policy management and user account creation and maintenance
• Basic understanding of common network protocols and services including TCP/IP, telnet, DHCP, and VPN
• Possess the verbal and written communication skills to work effectively with technical and non-technical personnel at various levels in the organization
• Create and maintain knowledgebase and end user documentation
• Strong customer service skills
• Logical approach to problem solving
• Self-motivated Team player
• Patience and ability to remain calm under pressure
• Experience in the day‑day support of:
• Printer and Peripheral Support
• Desktop Applications and Desktop Administration
• PC network and internet connectivity
• Windows Support and Windows Operating Systems
• Active Directory, Microsoft Exchange Administration. Share Point
• Remote Access Tools
• VIP Support
• Strong oral and written communication skills

In accordance with Parker’s policies and applicable state laws, Parker provides for a drug‑free workplace. Therefore, all applicants seeking employment with Parker will be subject to drug testing as a condition of employment.

Parker is an Equal Opportunity and Aff…