Site Services Analyst

Vertiv•Westerville, OH

About The Position

The Site Services Analyst provides foundational technical support to the plant and its users as a member of the Global Infrastructure Team. The role analyzes and troubleshoots plant infrastructure and end-user computing assets, including networks, laptops, desktops, printers, and mobile phones, and serves as a local escalation point for incidents. The analyst partners with other infrastructure teams to support Vertiv infrastructure standards and participates in IT projects.

Requirements

Bachelor's degree or equivalent years of experience.
At least 2 years of experience in an infrastructure or manufacturing technical support environment.
End-user and/or customer-facing support experience.
Excellent collaboration and communication skills.
1–3 years of experience with MS Windows desktop operating system deployment.
Complete understanding of software distribution and patch management tools.
Ability to create and manage IT work effectively.
Experience with ServiceNow.
1–2 years of knowledge of network infrastructure and security principles.

Nice To Haves

Experience with Apple Mac deployment and support.
Experience with cloud platforms such as AWS, Azure, or Google Cloud.

Responsibilities

Respond to service desk tickets and outages by phone, email, or online systems, following the incident management process and escalating when necessary.
Provide second-level user support for network, hardware, and software issues.
Assist with hardware and software installation and configuration in accordance with Vertiv policies and guidelines.
Troubleshoot and diagnose network, hardware, and software errors.
Support PC replacement programs and emergency equipment exchanges.
Provide hands-on assistance for IT project implementations.
Provide hands-on, on-site assistance to global infrastructure teams.
Help with local backup operations in alignment with Vertiv policies.
Maintain confidentiality of user data and related information.
Perform miscellaneous job-related duties as assigned.
Work in a matrix management style.
Proactively communicate challenges and concerns.