IT Field Support

Dana Incorporated•Napoleon, OH

About The Position

The IT Field Support Analyst responds to and diagnoses service issues through discussions with users, leveraging resources across all levels of the organization. The role provides technical support for user and shop-floor devices, supports critical meetings, and helps ensure Dana IT standards are deployed for hardware, software, and processes. The analyst documents customer issues, troubleshooting steps, and resolutions in the call-tracking tool; diagnoses and resolves issues or routes them to appropriate support when they are outside the role’s scope. The position also installs and maintains hardware and software, works with next-level support, provides on-call and after-hours support, promotes customer relations, and conveys users’ perspectives to project teams working on new products and enhancements to existing products. The role supports business-process understanding and the development of functional requirements, process changes, policies, information systems, and training solutions.

Requirements

5–7 years of related professional experience.
Experience working with Windows 7, Windows 10, and Windows 20016 Server-based devices.
Experience working with Office tools.
Knowledge of handheld devices such as RF scanners and tablets.
Experience supporting engineering software such as AutoCAD and Mechanical Desktop.
Experience supporting barcode and metal-tag scanners and printers.
Experience with MES systems such as Argonaut, Ignition, and iGear.

Nice To Haves

Associate or bachelor’s degree in a business or technical discipline is preferred.
Related vocational training, a related certification program, or equivalent experience.

Responsibilities

Provide technical support for user devices, including laptops, PCs, and printers.
Provide technical support for shop-floor devices, including PCs, handheld devices, label printers, and printers.
Support critical meetings.
Ensure proper deployment of Dana IT standards for hardware, software, and processes.
Provide on-call and after-hours support.
Document customer issues, troubleshooting steps, and resolutions in the call-tracking tool.
Diagnose customer issues and assign appropriate support when issues are outside the role’s scope.
Resolve issues or ensure that they are resolved.
Promote customer relations in accordance with company plans and policies.
Install and maintain hardware and software.
Work with next-level support to resolve issues.
Convey customers’ perspectives to project teams responsible for newly implemented products and enhancements to existing products.
Facilitate understanding of business processes, goals, and drivers to define system, process, and training solutions.
Develop functional requirements for solutions and changes to business processes, policies, and information systems.
Provide direct desktop hardware and software support.
Support interconnectivity with PLC platforms.