IT Operations Analyst

CooperCompanies•Tucson, AZ

8d•$25 - $33

About The Position

The IT Operations Analyst is primarily responsible for resolving and coordinating Service Management tickets across assigned locations. The role provides Level 1 and Level 2 support, liaises with specialist system support teams, and performs onsite and remote analysis and incident resolution for internal customers. It procures, installs, configures, tests, maintains, and troubleshoots client computing hardware and software, while managing the customer experience throughout the support process. The position supports Service Management incident resolution and request fulfillment in accordance with published SLAs and IT procedures. It also supports IT systems, assets, projects, service transitions, user training, and collaboration with internal specialist teams and external client-computing partners. Occasional travel to other sites is expected, and the role participates in an out-of-hours support rotation and may require extended hours or mandatory overtime as business needs dictate.

Requirements

Extensive support experience with current client-computing operating systems and applications.
Excellent technical knowledge of client-computing hardware and software, including Microsoft Windows, Microsoft Office and related products or cloud services, Active Directory Services, and systems management and deployment.
Working technical knowledge of current protocols, operating systems, and standards.
Technical knowledge of mobile devices such as smartphones and tablets.
Ability to read and understand technical manuals, procedural documentation, and guides.
Ability to research technical problems and products as required.
Proven analytical and problem-solving abilities.
Strong customer-service orientation and ability to liaise with all levels of the business.
Comprehensive written, verbal, and interpersonal communication skills, including ability to present ideas in business- and customer-friendly language.
Proficiency in conducting group and/or individual user training.
Ability to organize, prioritize, and execute tasks effectively in a high-pressure environment.
Team-oriented, collaborative approach and ability to work with resources across multiple business support teams.
Familiarity with the principles of ITIL Service Management.
Proven track record of delivering against SLAs and Service Management targets.
Experience supporting hardware such as laptops, desktops, mobile devices, and peripherals.
Experience supporting project implementations.
College diploma or university degree in a related information technology field, and/or a minimum of five years of equivalent work experience.

Nice To Haves

Familiarity with IT procurement processes.
Certifications and professional qualifications are desired.

Responsibilities

Provide onsite and remote Service Management support, including incident resolution and request fulfillment to meet published SLAs.
Record and update customer incidents and requests in the Service Management tool in accordance with the Service Management process.
Escalate tickets in accordance with IT procedures.
Execute Access Management in compliance with IT Security and Compliance procedures, including Sarbanes-Oxley requirements.
Identify problems, develop proactive solutions, and analyze and highlight incident trends as needed.
Support regional and global IT projects, local IT and business initiatives, and incident resolution during service transitions.
Administer enterprise-class IT systems and tools, including highly virtualized client-computing environments.
Assess whether system reconfigurations are needed based on request trends and make recommendations.
Create and maintain knowledge documents, usage guides, and FAQs; develop and deliver user training.
Promote adherence to the organization's IT policies.
Procure, install, configure, test, maintain, and troubleshoot client-computing hardware and software.
Manage client-computing hardware and software lifecycles and provide IT asset management.
Collaborate with specialist teams supporting client-computing infrastructure and systems.
Liaise with global third-party client-computing partners and participate more broadly in local IT agreements and vendor relationships.
Maintain and develop professional and technical knowledge through workshops, training, and review of technical materials.
Participate in the IT Operations out-of-hours support rotation.
Work extended hours, including mandatory overtime, as business needs dictate to complete department goals or tasks.
Travel occasionally to other sites, less than 10% of the time.