DT Systems Analyst Associate

Oshkosh Corporation•Greenville, WI

About The Position

About Pierce, an Oshkosh company At Pierce Manufacturing, we build trucks that protect people and communities around the world. To our team, there is no room for anything less than providing the absolute best. Since 1913, building truck bodies on Model T Ford chassis in an old converted church has evolved to creating highly customized, carefully designed and engineering pumpers, aerials, tankers and rescue units that have no equal. Today, you'll find more than 30,000 Pierce apparatuses on the road that are making a difference in people's lives, every day. To us, every step in the process of building our trucks is personal. From innovation and expertise, to the customization and service. Our trucks are designed to perform under the toughest conditions. IT System Analyst Associate The System Analyst Associate will be responsible for the daily support of service delivery within the global infrastructure environment. In addition, this role will serve as a project and technical resource to approved application and infrastructure projects. It is expected that this role will act independently, resolve problems and fulfill work assignments with little to no supervision. Within the technical analyst roles, team members will support a wide variety of departments and disciples which will include: Server Data Network Voice Network Storage Security Application Platforms YOUR IMPACT: Support maintenance and Run-the-Business (RTB) operations for assigned global infrastructure area, handling low to medium complexity incidents. Document user requests and actions in ServiceNow ticketing system. Provide desktop and technical support for end-user hardware. Deliver timely and professional customer support, responding and following up on issues. Track and update IT asset movements within time constraints. Contribute to helpdesk SOPs and training manuals for level I and II support. Manage incident response and event management escalations in the infrastructure environment. Share knowledge through writing articles, developing relationships with IT staff, and job shadowing. Perform client device break-fix, IMAC, imaging, and incident response support (PC, laptop, iPad, USB encryption, etc.). Troubleshoot network and connection issues for AV equipment and telephony (Cisco/Avaya). Support and troubleshoot software applications on desktop and laptop computers, including basic to advanced operations and general computer use. Enhance technical knowledge and capabilities through training, understanding technical/organizational direction, and cross-training. Act as a project resource, representing infrastructure capabilities in application and infrastructure projects. Lead special projects, vendor management, train and mentor junior staff Utilize office product suites, including M365 cloud applications (Word, Excel, PowerPoint, Outlook, OneDrive, Teams, etc.). Other duties as assigned. Regular attendance is required.

Requirements

Five (5) or more years of experience in the field or in a related area.
Hardware, operating systems, ITSM, ServiceNow, networking, servers,
Written and verbal communication skills, customer service, issue resolution, problem solving, self-directed, pro-active, leadership, delegating skills

Nice To Haves

Bachelor's degree in Information Technology or related field.
Relevant industry related certifications.
Information Technology experience within the manufacturing industry.
Ability to work in a fast-paced environment where requirements are constantly changing.
Experience and proficiency with various web-based software applications including Microsoft Office Word, Excel, PowerPoint, SharePoint, TEAMS, OneDrive, etc.
Server: Windows: Familiar with VMware and server & desktop virtualization technology; Microsoft Certification, VMware Certification.
Data Network: Network A+ Certification, Cisco CCNA Certification
Voice Network: Cisco CCNA Certification, ITIL Foundation Certification
Storage: Experience with enterprise storage concepts (EMC VAX, VNX); Experience with backup and recovery concepts (EMC Avamar and Data Domain); Experience with Microsoft Active Directory (NTFS, DFS, and file services); Understanding of VMware and vSphere.
Application Platforms: ServiceNow, Beyond Trust, CyberArk, Intune, CAD support, FIDO Tolkens, Global Protect, VPN

Responsibilities

Support maintenance and Run-the-Business (RTB) operations for assigned global infrastructure area, handling low to medium complexity incidents.
Document user requests and actions in ServiceNow ticketing system.
Provide desktop and technical support for end-user hardware.
Deliver timely and professional customer support, responding and following up on issues.
Track and update IT asset movements within time constraints.
Contribute to helpdesk SOPs and training manuals for level I and II support.
Manage incident response and event management escalations in the infrastructure environment.
Share knowledge through writing articles, developing relationships with IT staff, and job shadowing.
Perform client device break-fix, IMAC, imaging, and incident response support (PC, laptop, iPad, USB encryption, etc.).
Troubleshoot network and connection issues for AV equipment and telephony (Cisco/Avaya).
Support and troubleshoot software applications on desktop and laptop computers, including basic to advanced operations and general computer use.
Enhance technical knowledge and capabilities through training, understanding technical/organizational direction, and cross-training.
Act as a project resource, representing infrastructure capabilities in application and infrastructure projects.
Lead special projects, vendor management, train and mentor junior staff
Utilize office product suites, including M365 cloud applications (Word, Excel, PowerPoint, Outlook, OneDrive, Teams, etc.).
Other duties as assigned.
Regular attendance is required.