IT End User Services Analyst

Vertiv • Westerville, OH

2d

About The Position

The Site Services Analyst provides foundational technical support to the plant and its users as a member of the Global Infrastructure Team. The role analyzes and troubleshoots plant infrastructure and end-user computing assets, including networks, laptops, desktops, printers, and mobile phones, and serves as an escalation point for incidents requiring local resolution. The analyst partners with other infrastructure teams to support Vertiv infrastructure standards and participates in IT projects. The role involves matrix management and requires proactively communicating challenges and concerns. Travel required is 15%.

Requirements

• Bachelor's degree or equivalent years of experience.
• At least 2 years of experience in an infrastructure or manufacturing technical support environment.
• End-user and/or customer-facing support experience.
• Excellent collaboration and communication skills.
• 1–3 years of experience with MS Windows desktop operating system deployment.
• Complete understanding of software distribution and patch management tools.
• Ability to create and manage IT work effectively.
• Experience with ServiceNow.
• 1–2 years of knowledge of network infrastructure and security principles.

Nice To Haves

• Experience with Apple Mac deployment and support.
• Experience with cloud platforms such as AWS, Azure, or Google.

Responsibilities

• Respond to service desk tickets and outages via phone, email, or online systems, following the defined incident management process and escalating when necessary.
• Provide second-level user support for network, hardware, and software issues.
• Assist with hardware and software installation and configuration according to Vertiv policies and guidelines.
• Help troubleshoot and diagnose network, hardware, and software errors.
• Support PC replacement programs and emergency equipment exchanges.
• Provide hands-on assistance for IT project implementations.
• Provide hands-on, on-site assistance for global infrastructure teams.
• Help with local backup operations in alignment with Vertiv policies.
• Maintain confidentiality of user data and related information.
• Perform miscellaneous job-related duties as assigned.
• Work in a matrix management style.
• Proactively communicate challenges and concerns.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level