Production IT Support Analyst

3 weeks ago

Marietta, United States Advanced Recruiting Partners Full time
POSITION SUMMARY:
The Production IT Support Analyst is responsible for effective provisioning, installation, configuration, operation, and maintenance of end-user hardware, software and related infrastructure for the production laboratory environments. This support includes, but is not limited to, software, PC, mobile device, scanner, and hand-held devices. This role requires adherence to SOPs and good documentation skills. The Production IT Support Analyst is a customer-facing role, and requires excellent prioritization, responsiveness, and customer service, along with excellent verbal and written communication skills.

ESSENTIAL DUTIES AND RESPONSIBILITIES:
  • Install, upgrade, support and troubleshoot Windows OS, Microsoft Office Suite, and other end user device operating systems.
  • Install, upgrade, and configure PC, mobile devices, headsets, printers, scanners, and other peripheral equipment.
  • Managing documentation hardware moves and repairs via the Enterprise Quality Management System.
  • Supporting IT systems used in the lab\production facilities
  • Acts as liaison between IT and production operations teams.
  • Performs general preventative maintenance tasks on all equipment including bios, operating system service patches, application software patches, and critical security patches.
  • Performs remedial repairs on PCs, printers and any other equipment. Return defective equipment/parts to maintenance inventory, documents customer repairs, maintains and restocks assigned parts inventory to insure proper spare parts levels.
  • Customize desktop hardware and software to meet user specifications and site standards
  • Perform password, PIN and other account locking\unlocking and resetting as needed.
  • Provide level 1 & 2 support.
  • Escalation of issues to 3rd party support companies.
  • Printer setup and troubleshooting.
  • Coach and support leadership in use and troubleshooting of routine systems
  • Develop and restructure operations share drive architecture and information sharing.
  • Support Processing leadership team in driving process improvements
  • Assist with monthly PMs, SBWeb and PasX testing, SOP updates, quarterly inventories, and collaborative efforts with Facilities, Distribution QE, QA, QC, etc.
  • Perform any additional processing tasks to ensure the monthly production plan is met
  • Support operational use of PasX, to include troubleshooting, adding employee access, changing/upgrading employee group, and minor MBR configuration changes
  • Communicate needs from the shop floor to leadership

PROBLEM SOLVING:
• Performs simple, routine work
• Selects correct processes from clearly prescribed rules, past practices, SOPs, past practices or instruction
• Seeks advice and guidance on non-routine or problem areas from supervisor. Any deviations from the norm are cleared by the supervisor

DECISION MAKING/SCOPE OF AUTHORITY:
• Under close supervision, exercises limited latitude/independent judgement and decision making
• Work typically involves detailed checks or close review of output by a senior coworker and/or supervisor

SPAN OF CONTROL/COMPLEXITY:
Entry level support role requiring basic skills; can perform some of the basic tasks within the function; some impact at the job or department level

EDUCATION/EXPERIENCE:
• BS in Computer Science, business, or equivalent education/training/experience
  • Professional certification preferred
  • Experience with a variety of hardware and operating systems
• 1-2 years of experience in a helpdesk environment

SKILLS/COMPETENCIES:
  • Good Documentation Skills
  • Good Interpersonal communications skills (written/verbal)
  • Analytical, problem-solving, and troubleshooting skills
  • Excellent customer service skills
  • Demonstrated ability to multi-task and manages priorities. Demonstrated teamwork skills.
  • Works well in a team environment.
  • Uses initiative and is proactive.
  • Well organized and can manage own workload/priorities.
  • Flexible and can occasionally work outside of normal working hours

WORK ENVIRONMENT:
  • The work is typically performed in a Laboratory environment.

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