Senior Analyst - IT Region​/Site Support

Shift Monday-Friday8am-5pmBenefits6 paid holidays
40 hours PTOHealth insurance/401K Position Description Provide IT support for end users, resolving incidents and fulfilling service requests while demonstrating high levels of customer service.

Roles Responsibilities
• Resolves Level 1/Level 2 incidents and fulfills service requests (phone, e-mail, walk-up, self-service portal) for all end users in accordance with service level targets while demonstrating the highest level of customer service
• Provisions and maintains all end-user computing equipment, such as desktop/laptop hardware, software, and peripherals (monitors, headsets, docking stations) in accordance with IT operations policy and procedures
• Provisions and maintains network printers, conference room equipment, digital signs, TVs, and other miscellaneous equipment.
• Works with IT Endpoint Engineering team and IT Service Desk to pilot changes to image deployments involving Windows Operating system updates, patches, and hotfixes to end user computers
• Works with IT Service Desk and Site Business Stakeholders to communicate planned IT maintenance requiring IT service outages, and unplanned Incident Response notifications
• Escalates incidents to the appropriate IT engineering and operations resources in accordance with established IT Incident Response procedure
• Monitors open support requests for accuracy, urgency, and problem resolution
• Creates and maintains document repository or knowledge base of fixes, installation procedures, technical tips, and IT support documents or procedures
• Provide project support for the implementation of new technologies which enable the business examples include Digital Plant, IMM, PI, MES, LIMS and other
• Provides project support for the procurement and goods receipt pertaining to IT projects and Manufacturing projects which require IT-OT integration solutions.
• Assist IT Infrastructure and Operations teams in efforts to tack and mange IT assets (logical and physical) which are deployed at manufacturing location
• Coordinate maintenance requests and change requests from manufacturing facility maintenance provider, Power, HVAC, Fiber, and Copper cabling.
• Assist IT Infrastructure engineering and operations team with Monitoring & Network Administration, including Change Management, and Incident Response.
• Assists IT Security engineering and operations teams with Vulnerability Response, and Security Incident Response.

Skills
• Understand Safe Work Permit process
• Strong knowledge of Windows platforms:
Windows 10, Windows 11
• Strong knowledge of networking concepts such as TCP/IP protocols
• Hands-on knowledge of HP, Xerox, Ricoh, Zebra printers and copiers
• 5+ years of IT-industry experience
• Experience working in a manufacturing or laboratory facility
• Windows Server 2019, 2022
• Mobile Device Management experience
• Project Coordination experience
• A+ certification or equivalent networking experience