IT Operations Analyst

CooperCompanies • Henrietta, NY

10h • Onsite

About The Position

Ensure that all operational IT related service needs are delivered while following all security and compliance procedures. This role is not eligible for employer-sponsored work authorization now or in the future. Applicants must be authorized to work in the United States on a permanent and ongoing basis without the need for future sponsorship (i.e., H1B, STEM OPT extensions, TN, etc.) This position requires full-time onsite work (5 days per week) in Victor, NY and is not eligible for relocation assistance.

Requirements

• Excellent technical knowledge of client computing hardware and software, including Microsoft Windows, Microsoft Office (and related products/cloud services), Active Directory Services, Systems Management and Deployment.
• Working technical knowledge of current protocols, operating systems, and standards.
• Technical knowledge of mobile devices (smart phones, tablets, etc.).
• Ability to read and understand technical manuals, procedural documentation, and guides.
• Ability to conduct research into technical problems and products as required.
• Proven analytical and problem-solving abilities.
• Strong customer service orientation, at ease liaising with all levels of the business.
• Comprehensive written, verbal, and interpersonal communication skills.
• Ability to present ideas in business and customer-friendly language.
• Proficient in conducting group and/or individual user training.
• Ability to effectively organize, prioritize and execute tasks in a high-pressure environment.
• Extremely team-oriented and skilled in working within a collaborative environment.
• Ability to collaborate with resources within multiple business support teams.
• Extensive support experience with current client computing operating systems and applications.
• Familiarity with the IT procurement processes preferred.
• Experience of supporting project implementations.
• College diploma or university degree in a related information technology field and/or minimum 5 years equivalent work experience.

Nice To Haves

• Familiarity with the principles of ITIL Service Management.
• Proven track record of delivering against SLAs and Service Management targets.
• Experience supporting hardware including laptops, desktops, mobile devices, peripherals etc.

Responsibilities

• Identify problems, devise, and deliver proactive solutions to enhance quality of service and to prevent future problems.
• As required, analyze and highlight incident trends.
• Supports the implementation of regional and global IT projects.
• Increased involvement with local IT and business initiatives.
• Provides related incident resolution supporting service transition.
• Administers enterprise class IT systems and tools, including highly virtualized client computing environments.
• Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations.
• Executes accurate Access Management while following IT Security & Compliance procedures (Sarbanes Oxley).
• Create and maintain knowledge documents, usage guides and FAQs for both IT and business team members.
• Develop and deliver user training.
• Promotes user adherence to the organization’s IT policies.
• Collaborate with specialized teams supporting the client computing infrastructure and systems.
• Liaise with global third-party client computing partners.
• Increased involvement with local IT agreements and vendors
• Provide onsite and remote Service Management support functions, including incident resolution and request fulfillment to meet published SLA’s
• While following the Service Management process, ensure all incidents and requests from customers are recorded and updated within the Service Management tool.
• Procures, installs, configures, tests, maintains, and troubleshoots client computing hardware and software.
• Manage the client computing hardware and software lifecycles.
• Provides effective IT Asset Management.
• Escalate tickets in accordance with IT procedures.
• Maintain and develop professional and technical knowledge by attending educational workshops, training events, reviewing applicable technical materials.
• Participates in the IT Operations out of hours support rotation.

Benefits

• The actual base pay includes many factors and is subject to change and modification in the future.
• This position may also be eligible for other types of compensation and benefits.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree