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Sr. IT Operations Analyst

2 months ago

bozeman, United States eXcell, a division of Compucom Systems Full time

ESSENTIAL TASK AND DUTIES INCLUDE:

  • The Sr. IT Operations Analyst will demonstrate strong knowledge and developing expertise in end user technologies.
  • Develops, documents, and implements standard operating procedures and customer service guidelines relating to IT support.
  • Strong orientation to customer service and delighting customers
  • Successfully executes all assignments timely and within acceptable quality levels
  • Works collaboratively with team members when issues present themselves; does not settle for not knowing the outcome or resolution steps for important issues
  • Effective communicator and problem solver – documents process and trains team members with ease
  • Identifies knowledge gaps and closes them; demonstrates consistent intellectual curiosity and drives to learn more and self-develop himself/herself
  • Perform all job functions consistent with TransMedics policies and procedures
  • Assist with IT infrastructure improvements for TransMedics. Interact as needed with the IT service provider and TransMedics stakeholders.
  • Provides timely technical assistance to TransMedics staff concerning the use of computer hardware and software, including office applications, operating systems, printing and hardware installation.
  • Configure workstations and user accounts, including phone, Ethernet, computer, docking station. Provide equipment and services orientation to new employees.
  • Facilitate help desk ticket resolution between employees and IT service provider and serve as escalation point to employees with unresolved open tickets
  • Maintain equipment and software inventory. Coordinate the purchase of new workstation, software and license renewals.
  • Perform other TransMedics task and duties as required.
  • Assist with program account creation, account setup and account access.


BACKGROUND AND QUALIFICATIONS:

  • 5+ Years of Experience
  • Extensive experience with Mac (80%) and Windows (20%) client operating systems and troubleshooting problems with Mac and Windows related software, including:
  • Microsoft 365
  • Active Directory Users and Groups
  • Azure AD
  • Jamf
  • Intune
  • Experience with Endpoint Security software including:
  • Configuration/deployment management tools such as JAMF, Intune, etc.
  • Endpoint Detection & Response Tools such as Sentinel One and Microsoft Security
  • Group Policy
  • Email security
  • Solid understanding of network connectivity. Wireless and wired.
  • Automation and central deployment experience
  • The ideal candidate will have a primary understanding of designing, deploying and troubleshooting client endpoints.
  • Strong analytical and deep-dive problem solving skills across multiple disciplines. (HW, OS, Network, etc.)
  • The ability to prioritize and field service requests and incidents, via ticket, phone and occasional ad-hoc walk-ups individually and assisting team members.
  • Understand ITIL Concepts (certification is a plus)
  • IT Service Management tooling (ServiceNow, FreshService, etc.)
  • Management and deployment experience of 3rd party software platforms and solutions
  • Vendor management experience
  • Well organized with strong asset and license capacity planning experience
  • Ability to deploy and support misc. office equipment (printers, projectors, video conf.).
  • Experience with physical security management solutions
  • Excellent interpersonal skills
  • Flexibility to support after-hours escalation & support
  • Familiarity with aviation and Part 139 airports a plus


EDUCATION:

  • Bachelor's Degree in Information Systems or related degree; or equivalent combination of education, training certifications, and experience.