IT Analyst

Caterpillar Inc.•Athens, GA

1d•$89,210 - $133,810•Onsite

About The Position

The IT Analyst works independently and collaboratively on installation, troubleshooting, and support of commonly deployed manufacturing and office software at Caterpillar's BCP Division manufacturing facility in Athens, Georgia. The role contributes to creating, developing, integrating, and supporting in-house and purchased applications or infrastructure solutions, and acts as a liaison with first- and second-line Help Center support. The position provides application and technical problem identification and resolution, participates in integrated testing and user acceptance, collaborates with vendors on purchased application and infrastructure integration, and designs or improves processes that support development and IT operations. The position is onsite five days per week. Relocation and sponsorship are not available. A degree or equivalent experience is desired.

Requirements

Thorough knowledge of ITIL/ITSM Incident, Problem, and Change processes.
Organizational, prioritization, and structured fault-finding skills.
Ability to generate process and procedure documentation using MS Office tools.
General knowledge of and ability to troubleshoot PC hardware, including Dell desktops and laptops.
General knowledge of and ability to troubleshoot industry-standard and custom audio/visual systems.
General knowledge of and ability to troubleshoot HP printer devices.
Comfort working in a production environment involving fabrication and assembly and requiring personal protective equipment.
Ability to work under pressure and manage changing workload priorities.
Willingness to continually learn and develop in a fast-moving IT environment.
Ability to lead and train others.
Proven time-management and organizational skills.
Good client-management and interpersonal skills; self-starter and valued team player.
A degree or equivalent experience is desired.

Nice To Haves

Advanced PC skills and proficiency with the Microsoft Office 365 suite.
One to two years of Caterpillar systems support experience.
Knowledge of Pinpoint, Serv-I-Quip, DeviceWise, VMC Test Manager, Security Suite Software, Symantec Endpoint Protection (SEP), Symantec Endpoint Encryption (SEE), PGP, ServiceNow Service/Incident/Problem/Change Management, PSPS, Electronic Technician (Cat ET), Manufacturing Execution Systems, and SAP ME.
Thorough knowledge of the ServiceNow tool suite for recording incidents, requests, problems, and changes.

Responsibilities

Install, troubleshoot, and support commonly deployed manufacturing and office software.
Identify and resolve application and technical problems, including off-shift and weekend support.
Develop, integrate, and support in-house and purchased applications or infrastructure solutions to address business problems.
Liaise with first- and second-line Help Center support.
Participate in integrated testing and user acceptance testing of application or infrastructure components.
Work with vendors to integrate purchased applications and infrastructure.
Design and implement processes or process improvements to support development and IT support.