IT Infrastructure Analyst

Textron • Hunt Valley, MD

2d

About The Position

In this role, you will be responsible for being the initial IT point of contact for end user services, using critical thinking and process adherence to quickly assess and triage incoming requests and incidents. You will be delivering outstanding service to all business users through service ticket fulfillment, supporting activities such as onboarding and offboarding, software application support, PC and mobile device support, process documentation, and user training. This includes account provisioning and access management – provisioning and reclaiming access to network and applications in accordance with IT and cybersecurity requirements to ensure secure and efficient IT environments across users and systems. You will also be responsible for asset management including PCs, printers, and peripherals, ensuring owner and state accuracy, OS currency, and security controls are met. Technical troubleshooting and issue remediation for computer hardware, software, printers, mobile devices, audio/video presentation technology, various peripherals, and basic network equipment will be a key part of this role. You will manage ticket queues to ensure timely initial contact, assignment and closure of incidents and requests, maintaining team workload, and tracking resolution accuracy. Identifying and collaborating across IT teams, including application teams, corporate IT, and third-party providers to deliver solutions for advanced customer inquiries and challenges is essential. Designing, implementing, and maintaining IT operational processes & procedures, best practices, and customer service guidelines with a focus on continuous improvement is also a responsibility. You will work collaboratively with IT application teams, end users, business leadership, corporate IT, and third-party IT service providers. Identifying and implementing process automation to reduce manual repeated tasks and optimize efficiency across the team, and developing and maintaining ticket metrics to measure ticket resolution status, ensure we are meeting target Service Level Agreements (SLAs) and identify focus areas of improvements are key tasks. You will provide conference room software and hardware support, and hands-on support for meetings, as well as supporting executive leaders and on-site executive meetings. Actively participating on various IT strategic project teams and driving timely delivery of key milestones, and vendor relationship management for hardware, software, service and audio/visual support are also part of this role.

Requirements

• Bachelor’s degree in Information Technology, Information Systems, Computer Science or a related field
• 2+ years of previous customer service experience, with proven interpersonal skills, a drive for providing exceptional customer experience, and the ability to relate and communicate with individuals with diverse backgrounds.
• Strong critical thinking skills need to manage ambiguity and troubleshoot a variety of issues
• Knowledge of IT processes including desktop support, application installation and maintenance, servers, storage, network & telecommunications, and cybersecurity standards and policies
• Strong knowledge of IT systems including Microsoft Windows and Windows Update processes
• Microsoft Windows Server, Active Directory, and SQL Server
• Knowledge and experience with ticket management software, workflow development and automation best practices. Experience with ServiceNow a plus
• Proficiency with Microsoft 365 suite including Office applications, Teams, Outlook, SharePoint, OneDrive
• Self-motivated and takes initiative to go beyond the minimum requirements. Passion for learning, problem-solving, and developing new skills within the field of IT.
• Strong organizational aptitude to manage and balance competing priorities.

Nice To Haves

• Experience with ServiceNow a plus

Responsibilities

• Be the initial IT point of contact for end user services, using critical thinking and process adherence to quickly assess and triage incoming requests and incidents
• Delivering outstanding service to all business users through service ticket fulfillment, supporting activities such as onboarding and offboarding, software application support, PC and mobile device support, process documentation, and user training
• Account provisioning and access management – provisioning and reclaiming access to network and applications in accordance with IT and cybersecurity requirements to ensure secure and efficient IT environments across users and systems.
• Asset management including PCs, printers, and peripherals, ensuring owner and state accuracy, OS currency, and security controls are met
• Technical troubleshooting and issue remediation for computer hardware, software, printers, mobile devices, audio/video presentation technology, various peripherals, and basic network equipment
• Ticket queue management to ensure timely initial contact, assignment and closure of incidents and requests, maintaining team workload, and tracking resolution accuracy
• Identifying and collaborating across IT teams, including application teams, corporate IT, and third-party providers to deliver solutions for advanced customer inquiries and challenges.
• Designing, implementing, and maintaining IT operational processes & procedures, best practices, and customer service guidelines with a focus on continuous improvement
• Working collaboratively with IT application teams, end users, business leadership, corporate IT, and third-party IT service providers
• Identify and implement process automation to reduce manual repeated tasks and optimize efficiency across the team
• Develop and maintain ticket metrics to measure ticket resolution status, ensure we are meeting target Service Level Agreements (SLAs) and identify focus areas of improvements
• Conference room software and hardware support, and hands-on support for meetings
• Supporting executive leaders and on-site executive meetings
• Actively participating on various IT strategic project teams and drive timely delivery of key milestones
• Vendor relationship management for hardware, software, service and audio/visual support

Benefits

• Flexible Work Schedules: Enjoy compressed work week schedule that varies by allowing for additional days off such as 9/80 and 4/10s, leading to additional Fridays off work!
• Paid Time Off: Enjoy over 6 weeks of total paid time off (PTO) that consist of 120 hours of vacation, 56 hours of illness/personal time and 80 hours of holiday.
• Tuition Reimbursement: We believe in investing in the progress and growth of our employee’s. Receive up to $10,000 for relevant graduate degrees per calendar year.
• Dress for Your Day: No day is the same, so we don’t think you should dress like it. Dress smart for an important meeting, wear jeans for a casual day at the office or on the shop floor.
• Comprehensive Benefits Package: Choose plans that fit your lifestyle- 3 medical plans, prescription drug coverage, dental, vision, additional life insurance coverage. Company paid benefits include basic life insurance, short- and long-term disability and employee assistance program. Comprehensive wellness incentive plan and annual fitness reimbursement program.
• Future Savings: Receive a company contribution to your 401k up to 9%25 of your salary! The earlier you start your career with us, the more you save.
• Employee Discounts: We provide a one-stop-shop for access to exclusive offers and deep discounts from over 30,000 merchants and millions of products such as Bose, Apple, FitBit, HP, At&T, Verizon, T-Mobile, travel discounts and more!
• Many More Benefits: Textron Systems offers additional benefits such as service awards, cell phone retail discounts, travel and gym membership discounts, emergency travel assistance, home and auto discounts, adoption assistance and more!

What This Job Offers

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