IT Site Support Analyst

Overview:
 Vitro, North America's largest manufacturer of architectural and automotive glass is currently seeking an IT Site Support Analyst for our Wichita Falls, TX plant.  As the IT Site Support Analyst you will be responsible for providing daily technical support to employees for a range of hardware and software related systems. In this role, you will provide infrastructure support to end-users at the Vitro location and field employees and work with centralized IT teams to deliver new solutions and support the existing standards. If you are outstanding at multi-tasking and achieving goals, this job may be for you

 

Responsibilities:
The incumbent will need to have a broad IT knowledge to be able to support diagnose and troubleshoot both IT Applications and IT Infrastructure devices. This position serves as the first point of contact for IT support within the plant and a link between the plant and Corporate IT. Ensures that the IT systems work effectively for streamlined operations.

 

The duties include troubleshooting and diagnosing computer hardware and software issues. Will need to have knowledge in PCs to install computer hardware and software, update applications and perform diagnostic tests and maintenance on the equipment. They will need to have an overview knowledge of servers so Vitro can deliver information to internal and external clients. The position will need to have knowledge of cybersecurity to resolve issues regarding firewalls, multi-factor authentication, alerts on user accounts, servers, and computers to safeguard IT systems and information.

 

A good candidate will preferably have worked in similar roles such as IT Help Desk, IT Support, and related positions. The position should also be able to provide technical support remotely and need to be familiar with virtual network solutions such as Citrix and Virtual machines. They also need to have exceptional communication skills as the role includes dealing with employees by providing excellent customer support.

 

The incumbent will also provide technical and analytical expertise to collaborate on IT Projects in the analysis, design, development, and implementation of the projects.  In this capacity, they must maintain awareness of current and planned projects to promote the IT application sharing. In coordination with Corporate IT, the incumbent must collaborate with staff members, engineers, IT colleagues and other stakeholders to define detailed requirements and systems, assess available technologies and develop and present viable solution options.

 

The incumbent must have the ability to translate business requirements into IT infrastructure requirements for IT projects; they must be able to perform feasibility studies, translate requirements into an appropriate design, formulate and define scope and objectives in collaboration with IT Corporate or Local plant to implement complete solutions. 

 

Must be able to help identify barriers to meeting goals and provide solutions to keeping assigned tasks on track and within budget.   They must assure that IT Projects are developed in a way that complies with business standards and established methodologies and best practices.   They must also understand the procedures and expected system performance associated with the technologies used.

 

In coordination with Corporate IT and Local plant, the incumbent may participate in prioritizing resources and tasks on specific projects and must be able to monitor and report to management on the status of the project tasks. They may also be accountable for managing associated plans and costs.

 

From an IT Infrastructure perspective, the incumbent must respond appropriately to system maintenance requests and use their analytical abilities and technical skills to isolate problems, fix immediate needs, analyze all ramifications, and implement solutions. Have a thorough understanding of concepts, terminology, and practical application of current and emerging technologies as well as a good understanding of IT infrastructure architectures. They must have strong analytical abilities and technical skills to evaluate alternative approaches and to recommend the most feasible and economical solutions. 

 

Must be familiar with project management techniques.  They must have the ability to effectively participate in or potentially lead teams with strong verbal and written communication skills, including the ability to express complex technical concepts in audience-appropriate terms.

 

The incumbent does not directly supervise others, but on occasion provides direction to other project team members so they must possess strong coaching skills to be able to coach other team members when required.  The incumbent fosters and maintains good relationships with customers (employees) and IT colleagues to meet expected customer service levels.  They share responsibility to ensure on-time incident and requirement are worked on time, which requires a clear understanding of expectations and capabilities as well as the ability to act effectively.

 

 

Responsible for the support and break/fix of all users and business IT equipment within an office environment and remote support.

Responsible for coordinating problem solving or project activities with Corporate IT Infrastructure and Applications teams.

Responsible for ensuring IT system and data security within the facility and ensuring proper storage and backup of local company data.

Coordinate management and maintenance of computer workstations, interact with internal users to understand their IT issues and provide competent, effective solutions working with Corporate IT. Ensure efficient operation of local IT equipment.

Inform employees of technological changes taking place within the organization.

Provide remote PC support for traveling users.

Ensure licensing requirements are met and fulfilled and assist in development of annual local facility IT budget.

Ensure Corporate IT standards are met and fulfilled.

Provide input on Corporate Standards based on feedback from local users.

Track all Incidents and Requests in the ticketing system.

Ability to work in an office and/or manufacturing environment with focus on safety and security.

A proven ability to excercise the highest level of confidentiality and discretion with sensitive information.  

Qualifications:
• A Bachelor's degree in Computer Science, Engineering, and/or related discipline, a two year degree will be considered
• Minimum of 5 years technical support experience in a computer-related area
• Experience in supporting a Manufacturing or Research team preferred

Knowledge or working experience in the following areas:

Strong verbal communication skills, including the ability to document operations procedures

Strong customer service skills and the ability to handle internal users effectively

Strong problem solving abilities

Strong PC and Laptop hardware/software troubleshooting

Networking and Voice Services (e.g. Cabling, Routers, Switches, PBX, Wireless)

Printer hardware troubleshooting

Good Project Management and organizational skills

Basic knowledge of Thin Client technologies

Basic knowledge of Manufacturing and Engineering software

Ability to effectively work independently or in a team environment

Ability to effectively interact with a diverse user base

Work daylight hours, but on-call support 24x7 for emergency events

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