Information Technology Analyst - IT Analyst

Position Description : Actively seeks feedback from customers on ways to potentially improve the support process and relationships -Have regular 8 hour attendance at the plant to be engaged and successfully perform job functions -Be willing to work daily overtime and weekend overtime as necessary to support production needs 

• Follows service desk procedures in general end user support, and documenting activities, customer issues, troubleshooting steps, resolution outcome, and time duration in the service desk tool. • Perform onsite analysis, diagnosis, and resolution of complex problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users as needed. • Install, configure, test, maintain, monitor, and troubleshoot end-user devices and related hardware and software in order to deliver required service levels. • Talks to user to learn procedures followed and source of error. • Responds to and diagnoses service issues through discussions with users and is responsible for leveraging resources across all levels of the organization. • Investigates and resolves computer software and hardware problems of users: • Requests the user with problem to use telephone, service desk, and participate in diagnostic procedures, using diagnostic software, or by listening to and following instructions as needed. • Understands customer’s business processes and prioritizes or applies priorities to service desk tickets accordingly • Diagnoses customer issues and assigns appropriate support, if outside scope of support. • Promotes customer relations in tune with company plans and policies • Installs and maintains end user hardware and software • Works with next level of support • Escalates problems according to defined processes • Provides training and guidance to users to prevent user based error from reoccurring • Creates, maintains, and manages site specific documentation • Collaborate with other service teams to ensure efficient operation of the company’s end user computing environment. • Receive and respond to incoming calls, pages, and/or e-mails regarding escalated end user problems during and after core work hours. • Answer to and perform moves, adds, and changes (MAC) requests as they are submitted by service desk tickets. • Prepare tests and applications for monitoring end user performance, then provide performance statistics and reports. • Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring end user operations. • Develop and maintain an inventory of all site assets, hardware and software. Insure they are properly updated in asset management and configuration management processes. • If necessary, liaise with third-party support and equipment vendors for site specific support issues. • Take active role in personal career development and personal performance management process.