IT Service Delivery Analyst

Varite • Belle, WV

79d • $20 - $21

About The Position

This position is responsible for ensuring 24x7 uptime for small applications and coordinating the resolution of end user problems. The incumbent will provide the appropriate level of support and escalate issues as needed, while communicating with stakeholders to set expectations for problem resolution. The role involves participating in collaborative work and service restoration teams to ensure standards are followed and service is restored quickly and correctly. Additionally, the position requires performing root cause analysis to prevent repeat issues and driving continuous improvement by recommending procedures and controls for problem prevention. The incumbent will assist with the successful transition of new small applications into the organization. This job is fast-paced and requires the incumbent to be on-call 24x7.

Requirements

• Two-year Information Technology degree from an accredited post-secondary school or at least two years' experience supporting more than 200+ networked devices in a commercial setting.
• Excellent customer service skills.
• Strong communication skills [verbal and written] and the ability to multi-task.
• Strong technical skills in the support of desktop/pcs and other employee peripherals.
• Must be available for emergencies, off-hours (24X7), and call-in support as necessary to keep manufacturing critical systems running.
• Must be able to lift 30 pounds.
• Experience supporting Local, Wide Area, and Wireless Networks.
• Experience with Microsoft Server Administration and Support.
• Experience with Active Directory and Domain Management.
• Experience with Microsoft Workstation Administration and Support.
• Experience with Virtual Environments VMWare and Hyper V.
• Proven ability to communicate technology topics in business terms effectively.

Nice To Haves

• Experience with O365 Enterprise environment including Teams, SharePoint, Power Platform.
• Leadership, Project Management experience.
• CompTIA A+, CompTIA Network+ or similar certification preferred.
• Experience with Manufacturing Applications (IP21, CIM-IO, LIMs, etc.).
• Experience supporting Chemical Manufacturing businesses.

Responsibilities

• Facilitate end-to-end user support and local escalation for problem resolution.
• Assist global teams with troubleshooting local devices including user PCs, phones, printers, servers, and network devices.
• Support lab and manufacturing critical application and computer support.
• Utilize ticketing management system to manage new incidents, requests, and inquiries.
• Utilize IT Support operating procedures, global knowledge base, and process workflows.
• Create training and education documentation, as well as educate employees on processes and procedures.
• Manage Service Delivery 'End to End' for IT and OT Server, Network, and IIoT solutions, leading vendors and teams to ensure business results.
• Interact with key business leaders to understand new requirements for services and in the support and resolution of problems.
• Administer and support Microsoft Server, Linux, and Virtual Systems (VMware and Hyper V) in Manufacturing Critical environments.

What This Job Offers

• Job Type: Full-time
• Industry: Professional, Scientific, and Technical Services
• Education Level: Associate degree
• Number of Employees: 251-500 employees