About the position
The Technical Support Analyst is the point person for IT support. This role acts as a liaison between business operations and IT and is responsible to ensure high quality, timely and effective IT support of that region. This person performs these responsibilities in conjunction with the IT organization and in compliance with CalPortland IT standard practices and technologies. Key technologies supported by this role include: end-user computers, printers and peripherals, application servers, UPS systems, network/telecommunications equipment, video systems, ready mix batch panels, asphalt plants, wireless devices, time clock systems, fuel systems, mobile devices, and truck tracking systems.
Responsibilities
- Primarily focuses on advice and decision-making regarding selecting, purchasing and deploying equipment, troubleshooting technology issues, implementing new solutions, maintaining equipment, and understanding business requirements for potential IT projects
- Support PC, printer (peripheral), network (LAN/WAN), telephony and ancillary plant systems using CalPortland Service Request and Change Control processes
- Engage in activities for project planning, monitoring and execution
- Document environment, create diagrams, processes and procedures
- Upgrade and install new hardware and software including (but not limited to) servers, PCs, printers, networking equipment, and mobile devices for both corporate users and production plants
- Facilitate IT-related work with vendors at regional sites
- Rapidly assimilate and apply technical knowledge to maximize computer operations that support business processes
- Follow policies and procedures regarding how problems are identified, received, documented, distributed, and corrected to ensure maximum issue resolutions in minimum time, based on best practices
- Evaluate new information systems products or services and suggest changes to existing products or services to better aide the end user
- Respond to after-hours emergency calls for the IT ServiceDesk, approx. 2 weeks every 4 months
- Participate in developing and executing business-process improvement efficiencies
- Project management for equipment deployment and maintenance
- Develop and maintain best-practice consistency as required across all sites
- Recommend and provide training as needed
Requirements
- 3-5 plus years IT experience required
- MS Windows installation and configuration
- Peripherals support and troubleshooting
- Network connectivity set-up and issue resolution
- Mobile Devices (smartphones and tablets)
- Exceptional verbal and written communication skills and ability to work in collaborative team environment with minimal supervision
- Highly organized and flexible self-starter, with an eye for detail who can maintain multiple ongoing assignments simultaneously and reprioritize work appropriately in sometimes ambiguous and often changing situations
- Must be able to move equipment (up to 50 pounds) and provide own transportation for work at different locations within the region, with a clean driving record
- Experience in project management
- Experience participating in the equipment and budget planning process
Nice-to-haves
- Prior IT experience in a construction/manufacturing organization
- Project management experience
- IT certifications preferred (CompTIA A+, Microsoft, etc.)
Benefits
- Comprehensive health and welfare plans including medical, dental and vision plans
- Life insurance
- Disability coverage
- Employee assistance program
- Retirement program
- Variety of voluntary benefits for employees to choose from
