Technical Support Analyst

Location: Rowling Medows, IL - Onsite

Job Title: RTA Analyst

The Regional Technical Analyst (RTA) is responsible for coordinating the delivery of IT Services, project coordination, and asset procurement/deployment for key branch and divisional customers. The RTA role ensures proper computer operations so that end users can accomplish organizational tasks. This includes receiving, prioritizing, documenting, and actively resolving escalated help requests. Problem resolution may involve diagnostics, help request tracking tools, and providing hands‑on help at the desktop level.

• Windows 10 and Windows 11
• SCCM/Autopilot
• Microsoft 365 Suite
• Jabber
• Citrix
• Network wireless and wired
• HP laptops, docking stations

The below responsibilities are indicative of the work required and should not be seen as an exhaustive list.

• Project‑based IT work that implements a broad range of IT equipment, including network equipment, servers, terminals, PCs, cabling, and related software products.
• Provides advanced, hands‑on technical support as escalated from Service Desk.
• Communicates and escalates incidents and requests.
• Logs and tracks incidents and requests; reviews them.
• Investigates hardware problems and performs minor system hardware and communication connection repairs.
• Acts as facility lead on technical project implementations; coordinates infrastructure needs for new construction or real‑estate moves.
• Participates in meetings, committees, and continuing education to improve individual, departmental and organizational performance.
• Aids and trains users on proper use of technology.
• Mentors and/or collaborates with other Technical Analysts and other members of GTS.
• Participates in facility‑based IT project planning and budgeting, as needed.
• Effectively works with regional and other GTS personnel to ensure that division priorities and standards are achieved.
• Adheres to and supports GTS standards, policies and procedures.
• Performs other duties as assigned.

• M&A Due Diligence Lead
• IT Project Managers
• Technical subject matter experts
• 3rd Party delivery partners
• Acquisition targets (both technical and non‑technical)

• Must have an executive presence and excellent communication skills; will be dealing with associate level to executive both in person and on the phone.
• Demonstrates broad knowledge of technology and solutions.
• Proactively manages resources and prioritizes workload.
• Demonstrated ability to multi‑task; possesses strong analytical skills.
• Demonstrated customer orientation; strength in analytical, math, and reasoning skills.
• Effectively communicates verbally and in writing.
• Demonstrated proficiency in MS Office applications.
• Provides onsite technology support on projects.
• Must be able to drive to assigned sites to complete work.