Deskside IT Support Analyst, Service Delivery

Terex Corporation•Southaven, MS

4d•Onsite

About The Position

Join our team at Genie and embark on an exciting opportunity as we seek a skilled and dedicated Deskside IT Support Analyst, Service Delivery to contribute to the Southaven Team. At Genie we believe in fostering a vibrant and inclusive work culture where every person is empowered to thrive. We're dedicated to driving quality, innovation, embracing diversity, and creating an environment where everyone feels valued and respected. We're committed to excellence in everything we do, and we're seeking talented individuals who share our passion and values to join our team. As a Deskside IT Support Analyst, Service Delivery at Genie, based in Southaven, MS, you'll play a pivotal role working, supporting, and troubleshooting onsite issues for Genie team members.

Requirements

Recognized diploma qualification (or higher) in information technology.
Proven track record within a similar position – Level 1 - 2 requests and support.
Experience with end user support.
Demonstrated ability to support Office 365 and quick to pick up in-house systems.

Nice To Haves

Recognized industry certification is desirable (MCSE, MCSA or CCNA).
Desktop support knowledge (mostly Win10).
Skilled at PC build and deploy processes, ideally with knowledge of SCCM or similar toolset.
Great attention to detail and time management skills – must be able to prioritize.
Ability to multitask and meet deadlines.
Strong sense of urgency and ability to work under pressure and produce high quality work.
Reliable, presentable, and punctual.
Experience working with an IT outsourcer or MSP (Flexible with this depending on your past roles).
Experience of ITIL processes including but not limited to Service Desk, Incident Management, Change Management, Request Fulfilment and Problem Management.
Experience in business interaction, gathering and understanding requirements, and communicating these to all relevant stakeholders.
Knowledge of data protection and other related compliance legislation.
Extensive troubleshooting, triage, root cause analysis, and performance monitoring skills.
Ability to work well with people from different cultural backgrounds, different disciplines with varying degrees of technical experience over geographically dispersed locations.
Willingness to take ownership of issues, ensure all interested parties kept informed of progress and deliver solutions.

Responsibilities

Facilitate WMS enhancements projects.
Teach skills to the team to allow them to manage their own work.
Provide onsite and remote support for end user hardware, mobile devices, phones and monitor and escalate issues which may arise.
Plan and deploy hardware refreshes, according to agreed hardware asset management processes.
Support of Office 365 and other standard applications.
Perform a wide variety of Level 1-2 support across a variety of technologies.
Develop project management documents and display teamwork to deploy solutions.
Identify areas for continuous improvement in the ITSM sphere, with a view to driving automation, eliminating waste, and standardizing processes.
Receive purchase orders, match, and track against budgeted spend.
Systematic monitoring of Genie ITSM tools to validate incidents and problem resolution.
Ensure activities meet with and integrate with organizational requirements for SOX & global IT Policies & Procedures.
Ensure that related documentation and processes are up to date and managed in accordance with Genie IT / Finance policies & procedures.
Demonstrate commitment to upholding and representing Genie’s diversity, equal opportunity and inclusion of policies/agenda in all business and client dealings.
Maintain a centralized IT document repository to support the operational efficiency of the wider Service Support team.