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IT Technical Support Analyst

2 months ago

Cleveland, United States Precision Castparts Corp Full time
Summary

Working within the IT Global Service Center function, the IT Technical Support Analyst maintains a central point of contact providing frontline IT support services for PCC Metals and Energy Groups and its employees around the globe. With emphasis on customer service this position primarily focuses on end-user devices management, network, application support as well as access management, and customer account administration.

Essential Functions

Promptly responds to all IT related incidents presented to the IT Global Service Center by via phone, ticket, or email.

Ensures accurate documentation of incidents is being recorded.

Creates SOPs for standardized work being performed by IT Global Service Center

Facilitates problem resolution by reviewing ticket assignments, gathering additional information, updating case information, proactively providing status to customers, and driving the resolution process.

Provisions and Deprovisions user accounts and security access within all PCC Metals platforms

Images and delivers computers, software, and peripheral equipment.

Responsible for the daily monitoring, maintenance, and availability of computer systems including software and hardware.

Enforces IT policies, procedures, and standards, including systems security, to ensure conformity with all information systems and company objectives.

Acts as a key escalation point for critical problems and customer complaints.

Builds relationships with customers and strives to understand their needs and accurately provide solutions or pathways to resolution.

Maintains effective communication with the IT organization, customer base and leadership.

Reviews processes and identifies efficiencies and automation opportunities.

Configures new hardware and software as applicable.

Troubleshoots and solves complex technical issues for End-users and IT customer bases.

Triages critical outages to resolution

Performs other duties as assigned.

Additional Responsibilities

Acts as point of contact for outside vendors, contractors and consultants

Assists with site, network, server and telecommunications administration and support as needed.

Provides 'after core hours' support when required.

Participates in On-call rotation.

Is available to work at PCC Metals and Energy locations when required including traveling to the locations.

Performs equipment refresh for both PC and mobile devices for all PCC Metals and Energy Users as needed.

Stays abreast of new technologies, strategies, and services related to areas of responsibility.

Participates in Incident and Problem Management meetings and related activities.

Qualifications

Competencies

Customer Focus - Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.

Problem Solving - Uses rigorous logic and methods to solve problems with effective solutions; probes all fruitful sources for answers; can see hidden problems; is excellent at honest analysis; looks beyond the obvious and doesn't stop at the first answers.

Interpersonal Skills - Focuses on solving conflict, not blaming; Listens to others without interrupting; Keeps emotions under control and approaches conversations with a fact base approach. Engages others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position.

Organizing - Can orchestrate multiple activities at once to accomplish a goal; uses resources effectively and efficiently; arranges information and files in a useful manner. Shows good time management skills.

Perseverance - Pursues everything with energy, drive, and a need to finish; seldom gives up before finishing, especially in the face of resistance or setbacks.

Process Management - Good at figuring out the process necessary to get things done; knows how to organize activities; understands how to separate and combine tasks into efficient workflow.

Communication - Is able to communicate clearly in a variety of communication settings and styles; can get messages across that have the desired effect. Ability to communicate in a non-technical terms to end-users.

Initiative - Self-starter and "hands on;" must be able to function with minimal supervision.

Education and Experience

Recognized qualifications in Computer Science, Business or a related discipline, equivalent experience acceptable.

2-5+ years of analytical job experience in an Information Technology organization

2-5+ years of systems administration or technical support analyst experience

Technical understanding of internetworking architectures, client/server computing architectures, desktop/laptop operating systems, business, and productivity applications

Experience with Incident Management systems is desirable.

2+ years' experience of MS Office and Active Directory

PowerShell/MDM/SIEM experience is desirable.

Special Skills

Excellent customer service, telephone etiquette, and interpersonal skills

Strong troubleshooting skills

Broad understanding of Microsoft client/server systems, networking, Microsoft Windows operating systems, and Microsoft Office productivity tools

Familiarity with Cyber Ark Vendor and Contractor Management, Privileged Access (Servers/DB's/Applications), SCCM Security, Lansweeper Administration and Maintenance, ITSM Administration and Maintenance

Excellent organizational and time management skills

Strong oral and written communications skills (technical and non-technical)

Ability to solve problems independently, quickly, and completely and to communicate and present to diverse types of audiences (management, teammates, users, vendors, and other staff)

Ability to work productively either independently or in a collaborative team environment.

Capable of managing small projects and problem resolution in a cross-functional environment

Ability to consistently meet deadlines and commitments.

Knowledge, concern, and understanding of business needs, with the ability to establish and maintain a high level of customer trust and confidence in the IT organization.

Ability to demonstrate and maintain a high level of initiative, motivation, drive, goal orientation, and positive moral.

Additional Notes

Ability to travel at min 25% to PCC Metals and Energy Group locations.

May require shift rotation outside of 8am-5pm

Physical Dimensions

Physical Demands - The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Ability to lift up to 25lbs.

Work Environment - The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Fast paced environment where all ideas are welcomed and encouraged. We work hard but together as one team.

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All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

/*generated inline style */ This position requires use of information or access to production processes subject to national security controls under U.S. export control laws and regulations (including, but not limited to the International Traffic in Arms Regulations (ITAR) and the Export Administration Regulations (EAR)). To be qualified to work in this facility, a successful applicant must be a U.S. Person, as defined in those regulations, and able to supply evidence of that qualification prior to starting work or be authorized to receive controlled information under a specific license or permission from the relevant government agency. The U.S. export control regulations define a U.S. person as a U.S. Citizen, U.S. National, U.S. Permanent Resident (i.e. 'Green Card Holder'), and certain categories of Asylees and Refugees.
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