Sr. IT Technical Support Analyst

Tecomet, Inc•Warsaw, IN

About The Position

The Sr. IT Technical Support Analyst provides technical support and assistance to customers, whether on the phone, via remote app, or in person. Their primary responsibility is to ensure a user’s overall satisfaction. This individual will ensure computer related functions within the company are operating at high levels of availability and that the security of supported business systems and applications is satisfactory. This individual will also provide adequate training to meet the daily operating needs of the company as well as the companies long term needs within computer related and manufacturing technologies. This individual is responsible for independently managing, monitoring, and reporting on complex systems and processes. This individual will assist the Disaster Recovery Team leader to ensure continuity of data and systems, as well as assist the internal audit team (as required) ensuring all required controls are being monitored and met. The Senior IT Technical Support Analyst may act as a Site Lead for the Operations team at the facility they reside in; ensuring support issues are being assigned/completed in a timely manner.

Requirements

Associate’s Degree or equivalent; or three to five years related experience and/or training or equivalent combination of education and training.
Computer hardware and setup
ServiceDesk operations
Database environments
Operating systems such as Microsoft Windows, Server, and Hypervisors
Software applications such as MS-Office, Anti-Virus Applications, VEEAM or comparable backup solution
Multi-factor authentication
Local area networking
Scheduling work to achieve department goals
Customer focused environment
Operating system management
Network communications
Data processing
Strong organizational skills
Verbal and written communication and listening skills
Problem solving and evaluation
Process improvement
Project management
Good communication skills
Good interpersonal skills
Analyze communications
Be flexible to adapt to changes in the marketplace
Improve process of information flow
Problem solver
Prioritize and multitask
Keep current in changing work methods
Maximize opportunities for the business
Meet goals and objectives set for department

Nice To Haves

Microsoft Technology Associate (MTA) formerly Microsoft Certified Professional (MCP)
ITIL Foundations Cours

Responsibilities

Site IT Lead Person (if assigned)
Mentor and develop junior members in IT
Works with vendors for pricing and availability of equipment, sizing, materials, and labor
Recommends innovative ideas, processes and/or procedures for enhancements, and modifications to improve existing systems
Performs analysis to review current metrics and identify successes, discrepancies and opportunities for improvement
Provides general advice and specific recommendations to leadership on key areas of expertise
Takes responsibility for the planning and execution of large projects; serves as principal point of contact on multiple complex projects or programs
Conducts individual project reviews, as required, to assess overall project quality, efficiency and compliance with requirements
Performs sophisticated troubleshooting and analysis; resolves difficult issues escalated from lower levels of the organization
Provides quick response time to prioritize and analyze problems and provide customer support
Troubleshoots system management to maximize computer uptime
Installs software/hardware to empower users to better accomplish their jobs
Simplifies operational practices to remove non-value-added steps
Ensures software and systems are available to quickly get users onto the network
Manage imaging fleet, including printers and scanners.
Maintains Information Technology systems documentation