IT Analyst

ITW•Glenview, IL

3d•Hybrid

About The Position

The IT Analyst is a member of the IT Team responsible for managing user requests while providing support to our internal IT customers. Our team supports various technologies onsite as well as assisting remote locations utilizing remote software tools. The IT Service Desk is responsible for analyzing and troubleshooting computer and network problems, ensuring desktop cyber security software is deployed effectively, managing endpoint patching, building and maintaining workstations, mobile device support, providing training and guidance to our customers. In addition, we perform software and hardware audits, user provisioning, printer support, to go along with other Level I and Level II activities that support the business’s goals.

Requirements

Technical certificates, Associate Degree in a technical area, or a minimum of 2+ years of technical work experience
Ability to manage workload and prioritize tasks daily with minimal supervision
Ability to support end users in a corporate environment while following standard operating procedures
Previous experience working with a Service Desk tool to manage customer interactions
Ability to research a complex issue and provide a technical recommendation at time of escalation to 2nd or 3rd level team
Strong communication, presentation, time management, and interpersonal skills.
Ability to travel outside Northern IL on a very limited basis
Previous experience managing and maintaining workstation patching and vulnerabilities

Responsibilities

Continually provide meaningful customer service at all levels; builds trusting relationships internally and externally
Ability to make measured contributions to a Service Desk work queue allow the team to meet or exceed our SLA
Must possess strong technical problem-solving skills and apply those skills to team’s work using a systematic approach
Purchase, install, modify, deploy, and repair hardware and software
Working knowledge of Microsoft O365 applications, Workstation and application patch management, Windows OS, endpoint protection and Active Directory
Troubleshoot issues with LAN, WAN, network hardware and cabling
Strong ability to provide technical support remotely using various tools
Willingness to accept accountability as an individual and strive to improve
Ability to lead small projects from conception and initiation to project close
Create and maintain technical documents that become shared tools for our team
Contribute to an internal customer Knowledgebase to assist with self-service concept
Ability to train and educate our end users on technology available to them