IT Site Support Analyst - Global Manufacturing

GM•Concord, NC

18h•Onsite

About The Position

The Global Manufacturing organization at General Motors is responsible for the production of vehicles, Internal Combustion Engines and Battery Electric Vehicles, propulsion systems, stampings, castings, components, and batteries at 117 sites in 12 countries worldwide. This organization is vital to GM's vision of Zero Crashes, Zero Emissions, and Zero Congestion. As a manufacturing Site Support Analyst, you will assist our manufacturing partners in achieving daily production targets while ensuring adherence to safety and quality standards. This role operates in an action-oriented environment, offering diverse experiences daily.

Requirements

Onsite position requiring full-time presence at a specific location.
Second shift position: 4:30 PM to 2:30 AM, Sunday to Wednesday.
Support users at multiple physical sites.
Flexibility to work weekend production overtime as needed.
Flexibility to work multiple shifts depending on plant location and production schedule (shared with team members).
3-7 years of experience supporting end-user devices/networks in Information Technology.
Cisco LAN/WAN infrastructure knowledge.
Ability to develop relationships with business partners and team members through analytical skills, communication, and interpersonal skills.
Demonstrate initiative beyond assigned work to improve output and/or assist others.

Nice To Haves

Ability to maintain, analyze, troubleshoot, and repair end-user equipment (PCs, laptops, printers, scanners, tablets, Motorola Push-to-Talk radios, and phones), computer peripherals, and network connections.
Ability to support Windows PCs and peripherals.
Knowledge of client hardware use, repair, and replacement.
Knowledge of Client Operating Systems (Windows 10, Windows 11).
Working knowledge of Microsoft Office products (SharePoint, Edge, Teams, OneDrive, OneNote, Yammer, Excel, Word, PowerPoint).
Familiarity with remote PC management tools (VNC, VPN, RDP, Bomgar).
Working knowledge of Cisco routers, switches, and wireless access points.
Knowledge of network sniffers and analyzers (Wireshark), cable testers, and IT security fundamentals.
Understanding of protocols such as VLANs, NAT/PAT, VPNs, IPsec, and TCP/IP.
Technical knowledge of data, video, and voice network services.
Basic understanding of Active Directory management.
Knowledge of ITIL concepts including Incident Management, Change Management, IT Asset Management, Release Management, Service Request Management, Service Desk.
Working knowledge of Service Now.

Responsibilities

Provide end-user, network, infrastructure, and application support using creative thinking and latitude.
Support end users with a growing set of tools and software for remote analysis and resolution.
Visit manufacturing floors for inspections and troubleshooting, interacting with production team members and executives.
Provide production shift support, acting as a focal point for all IT-related requests and coordinating incident resolution.
Build and support End-User Devices including PCs, Printers, Scanners, Mobile Phones, VOIP phones, Motorola Radios, and Tablets.
Utilize remote PC management tools for user assistance and corporate IT tools for software patching/installation, asset management, and change management.
Support all GM-managed LAN, WAN, and WLAN network infrastructure, including GM-managed Supplier networks, distributed antenna system (DAS) for mobile phones, and plant radio systems.
Support the incident management process to coordinate issue resolution.
Support the label printing process at locations where IT has responsibility.
Complete assigned IT project tasks, playing an integral role in site-level implementation and execution of centralized projects.
Collaborate with Business Partners to ensure their IT needs are met.
Interact with all levels of the workforce, from hourly union production workers to plant executive leadership.