Technical Operations Analyst

Novolex • Temple, TX

1d • Onsite

About The Position

The Technical Operations Analyst performs advanced troubleshooting of IT issues related to network access, active directory, file and print services, and end user computing systems. This role participates in project efforts typically related to network and server enhancements/installations, computer hardware and software updates, security-related implementations, and similar efforts, working closely with project lead or other key project personnel. The analyst will assist with user equipment deployment and collection as related to onboarding and offboarding processes, and document and track workload using Service Now ITSM ticketing tool. Additionally, they will analyze and monitor system performance and capacity, making recommendations to improve efficiency and/or throughput, and analyze and resolve complex end-user computing issues, coordinating resolution across different technical teams if necessary. The role involves working with the business to select systems, hardware, or software to meet business requirements, overseeing implementation, and providing post-implementation end-user support and maintenance. Collecting business requirements and developing functional specifications for documentation and training are also key functions. The analyst will support, enforce, and participate in the development or modification of computer policies, understanding the business impact and communicating policies to users and stakeholders. They will work with end-users and technical experts at all levels, building trust with the customer base, IT peers, and external partners, and actively collaborate with peers and leadership to ensure user support and requirements are met. Documenting and updating the Knowledge Base for any missing systems software and processes, and completing all assigned duties in an accurate and efficient manner are also expected.

Requirements

• Bachelor’s degree in IT plus three (3) years of experience or equivalent on the job experience.
• Troubleshooting experience and technical knowledge of end user devices including laptops, desktops, mobile phones and other network connected devices.
• Experience configuring and deploying PC hardware, software, and related products.
• Experience with network connected devices a plus, including handheld/vehicle mounted devices, PLCs, IoT or other IP based equipment.
• Experience configuring and installing wired and wireless network devices
• Experience with Hardware Rack installation and connectivity.
• Experience with cybersecurity principles, especially relating to end user device use.
• Experience with core software applications, such as Microsoft Office, SharePoint, and Teams.

Nice To Haves

• Experience with network connected devices a plus, including handheld/vehicle mounted devices, PLCs, IoT or other IP based equipment.

Responsibilities

• Advanced troubleshooting of IT issues related to network access, active directory, file and print services, and end user computing systems.
• Participate in project efforts typically related to network and server enhancements/installations, computer hardware and software updates, security-related implementations, and similar efforts, working closely with project lead or other key project personnel.
• Assist with User equipment deployment and collection as related to onboarding and offboarding processes.
• Document and track workload using Service Now ITSM ticketing tool.
• Analyze and monitor system performance and capacity and make recommendations to improve efficiency and/or throughput.
• Analyze and resolve complex end-user computing issues and if necessary, coordinate resolution across different technical teams.
• Work with the business to select systems, hardware, or software to meet business requirements. Oversee implementation, and provides post-implementation end-user support and maintenance.
• Collect business requirements and develop functional specifications for documentation and training
• Support, enforce, and participate in development or modification of computer policies while understanding the business impact of said policies. Communicate policies to users and other stakeholders as needed.
• Work with end-users and technical experts at all levels, actively building trust with customer base, IT peers, and external partners.
• Actively work with peers and leadership to ensure user support and requirements are met.
• Document and update Knowledge Base for any missing systems software, and processes.
• Complete all assigned duties in an accurate and efficient manner.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Variety of other well-being resources focused on mental, physical and financial health
• Tuition Reimbursement Program (Non-Union)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level