The Sr. IT Analyst is responsible for providing single point of ownership for IT customer issues at the plant and expertise in the implementation of business plans and the achievement of unit objectives. As such, they will work to provide local desktop and network support and act as a liaison among the stakeholders to understand the structure, policies, and operations of the organization, supplier, and customer, and to provide solutions that enable the organization to achieve its goals.
RESPONSIBILITIES
• Primary objectives:
o Follows procedures in documenting customer issues, troubleshooting steps and resolution in the call tracking tool
o Diagnoses customer issues and assigns appropriate support, if outside scope of support
o Resolves issues and/or ensures resolution of issues
o Promotes customer relations in tune with company plans and policies
o Install, configure, test, maintain, monitor, and troubleshoot end-user devices and related hardware and software in order to deliver required service levels.
o Works with next level of support for the resolution of issues
o Conveys customers’ perspective to project teams responsible for newly implemented products and existing product enhancements. They will also understand the corporate business imperatives and IT strategy to be able to determine how corporate standard processes and systems should be adopted and deployed within the product group.
o Perform onsite analysis, diagnosis, and resolution of complex problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users as needed.
o Provides training and guidance to users to prevent user based error from reoccurring.
o Develops and maintains an inventory of all site assets, hardware and software and insures they are properly updated in Asset Management and Configuration Management processes.
o Maintain current applications and ensures service levels are met.
REQUIREMENTS
Education
Associates or Bachelor’s Degree preferred in a business/technical discipline, related vocational training, or related certification program
or equivalent experience of 5-7 years related professional experience
Experience
• 5-7 years related professional experience
• Experience working on Windows 7, Windows 10, Windows 20016 Server based devices
• Experience working with Office tools
• Knowledge on handhelds (RF Scanners, Tablets etc)
• Experience supporting Engineering software (AutoCAD, Mechanical Desktop, etc.)
• Experience supporting Barcode printers
• Direct desktop hardware & software support.
• People management skills; good relationships with team members and users
• Excellent time management and organizational skills; attention to detail
• Knowledge of Atlassian, JIRA/Confluence/Bamboo/Bitbucket
• Windows 7 & Windows 10
• Monitor and support local servers and applications
• Basic data, VoIP & Wi-Fi networking
Certifications
• Comptia A+ certification required
Fluency in French and English (spoken and written) – Required
CORE COMPETENCIES
• Excellent customer service skills
• Excellent troubleshooting and problem-solving skills
• Excellent disposition to work with standards and follow processes
• Ability to effectively relate technical information to non-technical users
• Effective team player
• Excellent oral and written communication skills
• Work with problems of moderate scope and complexity where analysis of the data requires an evaluation of identifiable factors in situations that may present some new material
• Exercises judgment within broadly defined practices and procedures. Most answers are available but confers with manager in the event they are not available.
– Education: Secondary (high) school graduation certificate – Experience: Will train Tasks- Establish methods to meet work schedules – Supervise...
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