Responsibilities :
Senior Analyst - IT Region / Site Support
- Engage with customers via phone, email, chat, and in person to answer questions, resolve problems, and ensure a seamless customer experience.
- Provides end user support for installation of manufacturing applications.
- Capable of manufacturing system integration, including design, build and implementation of manufacturing IT infrastructure.
- Installation / configuration, support, and maintenance of standard specialized and customized applications found in both the Businesses and functions.
- Installation / configuration, support and maintenance of standard, specialized, customized computers and workstations performing specialized tasks within the Businesses and Functions.
- Support and maintenance tasks of network telecommunication equipment, including network routers, switches, wireless access points, VoIP telephones.
- Work with vendors involving business specific applications to manage and implement within the environment.
- Coordinate the resolution of end user problems, providing the appropriate level of support and escalating issues as needed.
Define and document support processes.
- Communicate with stakeholders so that expectations of problem resolution as set early and often. Participate in collaborative work and service restoration teams as needed to ensure standards are being followed and that service is restored quickly and correctly.
- Perform root cause analysis to prevent repeat issues. Drive continuous improvement by recommending procedures and controls for problem prevention and providing feedback to the Solutions Delivery Team.
Qualifications :
- Associate's or bachelor's degree in Information Technology, Computer Science, or related field or comparable experience.
- Minimum of three (3) years of IT Support experience
- Well versed with computer hardware and accessories
- Well versed with Microsoft operating systems. Windows 7 & Windows 10.
- Well versed with Microsoft Office software - Office 2010, 2013 Office 365.
- Familiarity with Audio / Video conferencing through Microsoft TEAMS
- Effective communication skills, both oral and written.
- Ability to quickly adapt and learn applications in use in the environment.
- Ability to perform high-level troubleshooting and problem solving.
- Ability to effectively document resolutions.
- Able to interact with executive level end users.
- Basic understanding of network installation and support
- Ability to multi-task and work collaboratively
Desirable Experience / Attributes :
- Familiar with ServiceNow
- Works well and collaboratively with others
- Familiarity with supporting Mobile Devices (iPhone, iPad, Android, tables, etc.)
- Basic understanding of Printers (local and Network) as well a printing method (Server & Direct IP Printing)
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