Analyst, IT Support

Ocean Network Express • Lombard, IL

29d • Hybrid

About The Position

The IT Support Team supports ONE North America users by resolving technical problems and building solutions that cover a multitude of technical disciplines. This position provides both first and second level IT support, designs and implements solutions related to end-user compute, and serves as a resource to other Business Process Information Technology teams. IT Support Team members work directly with internal customers and are the primary representatives of the IT department to internal customers.

Requirements

• Work experience demonstrating innovative solutions and the ability to multitask, high level of verbal and written communication skills, analytical skills, and team-player outlook.
• Highly motivated with the ability to work independently and as part of a team
• Ability to evaluate data, analyze, and problem solve.
• Very strong communication and collaborative skills. Must be able to communicate and interact effectively with individuals across departments and across all levels, from staff to senior management.
• Strong knowledge of supporting Windows 10 and 11 Laptops, iOS products, Android products, and Chromebooks.
• Working knowledge of Google Workspace Enterprise or demonstrate a willingness to learn
• Experience with and understanding of networking, SD-Wan, IT Security, and modern IT Service Management.
• Some travel and flexibility in work hours is required.
• Ability to take part in on-call rotation is required.
• 2+ years of modern systems management
• 2+ years of application and cloud service management
• 3+ years of desktop and application IT Support
• 3+ years customer service experience in IT Support
• Technical and/or College degree preferred

Responsibilities

• Provide first and second level support for a variety of hardware and software issues for 900+ users in the USA and Canada.
• Identify, research and resolve technical problems
• Support activities including problem recognition, research, isolation, resolution and follow-up with affected parties
• Document and record problem information gathering and resolution steps in a consistent and organized manner using the company’s Service Now system.
• Perform IT operational and maintenance tasks, as assigned
• Perform audits and documentation for IT inventory (hardware and software) and system access
• Responsible for user registration and role setting for business systems
• Manage projects and other work, as assigned
• Prepare RFP's, bid proposals, contracts, scope of work reports, other documentation for IT projects and efforts
• Setup and Configure ONE Voice software, Contact Center Software, Google Workspace Enterprise Account, and Smartphones.
• Troubleshoot VPN, Printers, MS Windows, third-party hardware and software, and virus removal.
• Manage and execute clear communication of all issues, outages, and breakages to the business, Tier 2 support, and internal/external development teams
• Deploy and administer technology solutions
• Collaborate with Global and other regional technology teams for solutions

Benefits

• Opportunities available with hybrid working arrangements
• Total rewards package including medical, dental, vision, life insurance, short-term and long-term disability, 401K plan

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree
• Number of Employees: 5,001-10,000 employees