IT Operations Support Analyst - Rochester, NH

Job Description - IT Operations Support Analyst

IT Operations Support Analyst

This role provides support for end users and assists with Information Technology (IT) projects and tasks. Personnel in this role will also implement IT policies, procedures, and best practices defined by the Global Information Services (GIS) organization.

All responsibilities carry a local scope and are onsite. This is not a hybrid or remote work position.

Strategy & Planning

• Assist in developing long-term strategies and capacity planning for meeting future IT needs

Acquisition & Deployment

• Implement all IT policies and procedures, including those for architecture, security, disaster recovery, standards, purchasing, and technology and service provisioning
• Assist with financial aspects of the IT Department, including purchasing, and budgeting
• Collaborate with other IT teams to identify and/or procure new technologies

Operational Management

• Be reachable after normal work hours and on weekends for high priority, production impacting support
• Process in-person IT services to ensure courteous, timely and effective resolution of end user issues
• Process incoming calls to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues
• Process site-specific IT services manager incidents and tasks to ensure courteous, timely and effective resolution of end user issues and broader GIS projects
• Contribute to problem resolution by giving in-person, or video call - "hands-on" support to end users
• Assist with site-specific IT projects as well as broader GIS projects/tasks
• Deploy, monitor, maintain, update and support IT systems, including PC, tablet and telephony hardware, operating systems, software and peripherals
• Practice asset management for IT hardware, software, and equipment
• Establish and maintain regular written and in-person communications with the organization's end users, management and department heads regarding pertinent IT activities
• Work with Infrastructure and Data Services groups to deploy, support, monitor and maintain all hardware and software based on operation's needs
• Collaborate with business customers to identify opportunities for improvements to processes and standards at the local site
• Assist with improvement in quality and quantity of documentation for global processes and procedures
• Identify, recommend, develop and implement end user training programs to increase computer literacy and self-sufficiency
• Train, coach and mentor Service Desk Technicians and other junior staff
• Travel and provide support at assigned site(s)

Formal Education & Certification

• Attend training seminars, conferences and trade shows to broaden knowledge of current and future Service Desk issues and technologies
• University degree in the field of computer science or information systems or equivalent, 4 year related work experience
• Current Technical Certifications (i.e., Microsoft Professional, A+, etc.) or motivation to attain certification is a benefit

Knowledge & Experience

• Hands on experience installing IT hardware and software
• Speaks English intermediate level
• Working technical knowledge of:
  
  
  
  • Operating systems (i.e. Microsoft Windows Workstation, Microsoft Windows Server, iOS, and Android)
  • Current network hardware protocols, and standards (i.e. Routers, Switches, TCP/IP, DNS and DHCP)
  
  
  
  
• Ability to operate tools, components, and peripheral accessories
• Able to read and understand technical manuals, procedural documentation, and OEM guides
• Experience with Microsoft Office, Teams, SharePoint, etc. software
• Superior understanding of the organization's goals and objectives
• Demonstrated ability to apply IT in solving business problems

Personal Attributes

• Strong interpersonal skills
• Strong written and oral communication skills
• Strong customer service orientation
• Highly self-motivated
• Ability to conduct research into IT issues and products as required
• Ability to present ideas in business-friendly and user-friendly language
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Experience working in a team-oriented, collaborative environment
• Ability to perform general mathematical calculations for the purpose of creating business cases, budgets, and so on
• US Citizen or green card holder required

Safety and Procedures

• Follow all publicized safety policies/procedures applicable to the job.
• Use appropriate PPE that has been identified on the Hazard Analysis for the department/role.
• Attend and participate in all safety training Safety meetings, audits and Behavior Based Safety programs assigned.
• Report all safety hazards observed. If capable, correct the safety hazard identified.
• Maintain a clean, orderly and safe work environment.

• Sitting for extended periods of time.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components.
• Occasional inspection of cables in floors and ceilings.
• Lifting and transporting of moderately heavy objects, such as computers and peripherals.
• Occasionally stand, walk, reach with arms and hands, climb, balance, stoop, kneel, crouch or crawl to work with the documentation and work within the business environment.
• Have close vision.
• Talk and hear to interact with internal and external customers.
• The noise level in the work environment is usually quiet to moderate.
• Requires reliable transportation for traveling between sites.