IT Technical Analyst

We are the ASSA ABLOY Group
Our people have made us the global leader in access solutions. In return, we open doors for them wherever they go. With nearly 52,000 colleagues in more than 70 different countries, we help billions of people experience a more open world. Our innovations make all sorts of spaces – physical and virtual – safer, more secure, and easier to access.

As an employer, we value results – not titles, or backgrounds. We empower our people to build their career around their aspirations and our ambitions – supporting them with regular feedback, training, and development opportunities. Our colleagues think broadly about where they can make the most impact, and we encourage them to grow their role locally, regionally, or even internationally.

As we welcome new people on board, it’s important to us to have diverse, inclusive teams, and we value different perspectives and experiences.

ASSA ABLOY, Berlin, CT, has an immediate need for an experienced Tier 2 IT TechOps Analyst with the desire to work in a fast paced and changing environment. This function reports to the IT Manager, End User Computing and Infrastructure Operations.  The IT TechOps Analyst will support our Sales organization (DSS) and respond to all calls and emails concerning network, hardware, software issues or other end-user related problems in a timely fashion. 

Primary Responsibilities:

• Ensures day-to-day operations are running effectively and efficiently.  Which includes but not limited to: 

  • Laptops, desktops, and tablets

  • Cell phones and desk phones

  • Printers and copiers

  • Video Conference rooms

• Maintain a list of all IT Hardware Equipment

• Discipline to use tools for incident and service request management (ServiceNow)

• Provide exceptional customer service and technical support for on-site and remote users

• Troubleshoot hardware, software/operating system issues on client systems.

• Resolve issues or ensure timely escalation to appropriate support level.

• Documents IT and business functions and processes.

Knowledge/Skills:

• Excellent oral and written communication skills, including the ability to explain digital concepts and technologies to the business, as well as business concepts to technologists

• Principles and practices of producing effective project documentation including business functions, business information systems, and practices

• Strong Time management and organizational skills

• Windows 10/11

• Working knowledge Active Directory

• Knowledge of smartphones

• PC/MAC hardware and peripheral knowledge

• Experience troubleshooting authentication issues (Ex. Microsoft SSO/MFA)

• Experience with M365 applications (Ex. Outlook, OneDrive, Teams, etc.)

• Experience working with MS Teams Rooms, MS Teams Phone a plus

• Experience troubleshooting authentication issues (Ex. Microsoft SSO/MFA)

• Excellent customer service skills - ability to interact with all levels in a courteous, helpful and professional manner

• Unquestionable ethics with proven ability to deal with a high level of confidentiality

• Must be highly motivated with the ability to work independently as well as in a team environment

• Must be able to work effectively in a fast-paced environment and exhibit a strong sense of urgency

• Must be available to work weekends and off hours occasionally

• A+ certification is a plus

Education:

A bachelors in Information Technology, or related field, or equivalent work experience.

Experience:

2 – 3 Years of IT Support Experience