IT Technical Analyst II

Michael Foods Inc.•Gaylord, MN

20h

About The Position

The IT Technical Analyst II provides technical support for office and manufacturing environments, working with limited day-to-day supervision. The role responds to immediate support requests while identifying and implementing longer-term projects. It resolves routine issues and engages, advises, and assists other IT teams and plant management with solution recommendations and implementations. The analyst may serve as the primary IT contact for assigned locations and shares responsibility for on-call support for after-hours emergencies. Domestic travel of up to 10% may be required.

Requirements

Two-year technical degree, related technical certifications, or equivalent work experience.
At least 2 years of experience in an IT support environment.
Technical proficiency with PC hardware, Windows operating systems, and system management tools.
Awareness of the ITIL process framework.
Exceptional customer service skills and the ability to calmly and effectively manage customer problems and requests.
Strong sense of urgency and ownership in accepting assignments and delivering service.
Cross-disciplinary technical knowledge for troubleshooting complex issues with a team.
Technical knowledge of Active Directory, SCCM, MDT, or similar systems, O365, and Windows 10.
Technical knowledge of plant-related technology, such as label printers, handheld devices, and lift computers/scanners.
Understanding of concepts related to networks, servers, and databases.
Strong communication, documentation, organizational, and time-management skills.
Ability to work with limited supervision while managing, prioritizing, and resolving technology activities for assigned locations.
Problem-solving ability using troubleshooting tools, experience, and creativity.
Ability to work across the organization to identify, troubleshoot, and resolve complex issues.

Nice To Haves

Prior background in a manufacturing setting.

Responsibilities

Use the Service Management tool to enter, track, and maintain requests through completion.
Respond to requests for assistance by phone, email, and in person.
Identify trends in support issues and address their root causes.
Interact with internal and external customers professionally and help improve department success.
Participate in projects from planning and design/development through execution; may lead small- to medium-sized initiatives, including software rollouts, acquisition team activities, plant wiring, and remodels.
Participate in the configuration, deployment, and ongoing enterprise-scale maintenance of endpoint computing devices.
Support mobile programs, including Apple/iOS devices and Mobile Device Management, ensuring configuration changes meet business demands.
Identify, recommend, and implement technology opportunities that improve process efficiency and support business goals.
Provide guidance to staff and team members as needed.
Follow department and company processes and policies, and adjust positively to changing conditions and opportunities.
Perform process compliance audits as required.
Assist with IT budget activities related to MFI IT support.
Act as the primary IT contact for assigned MFI locations.
Share IT on-call responsibilities for after-hours emergencies.
Perform other duties and responsibilities as assigned.