Analyst, IT Support

Job Family:

BPIT

Job Title:

IT Support Analyst

Location:

Naperville, IL: This position will follow a hybrid work-from-home/office model, with at least three days per week spent in the office.

Role Summary:

The IT Support Team supports ONE North America users by resolving technical problems and building solutions that cover a multitude of technical disciplines. This position provides both first and second level IT support, designs and implements solutions related to end-user compute, and serves as a resource to other Business Process Information Technology teams.  IT Support Team members work directly with internal customers and are the primary representatives of the IT department to internal customers. 

Additional Responsibilities:

• Provide first and second level support for a variety of hardware and software issues for 900+ users in the USA and Canada.

• Identify, research and resolve technical problems

• Support activities including problem recognition, research, isolation, resolution and follow-up with affected parties

• Document and record problem information gathering and resolution steps in a consistent and organized manner using the company’s Service Now system.

• Perform IT operational and maintenance tasks, as assigned

• Perform audits and documentation for IT inventory (hardware and software) and system access

• Responsible for user registration and role setting for business systems

• Manage projects and other work, as assigned

• Prepare RFP's, bid proposals, contracts, scope of work reports, other documentation for IT projects and efforts

• Setup and Configure ONE Voice software, Contact Center Software, Google Workspace Enterprise Account, and Smartphones.

• Troubleshoot VPN, Printers, MS Windows, third-party hardware and software, and virus removal.

• Manage and execute clear communication of all issues, outages, and breakages to the business, Tier 2 support, and internal/external development teams

• Deploy and administer technology solutions

• Collaborate with Global and other regional technology teams for solutions

Core Required Skills and Competencies:

• Work experience demonstrating innovative solutions and the ability to multitask, high level of verbal and written communication skills, analytical skills, and  team-player outlook.

• Highly motivated with the ability to work independently and as part of a team

• Ability to evaluate data, analyze, and problem solve.

• Very strong communication and collaborative skills.  Must be able to communicate and interact effectively with individuals across departments and across all levels, from staff to senior management.

Function-Specific Required Skills and Competencies:

• Strong knowledge of supporting Windows 10 and 11 Laptops, iOS products, Android products, and Chromebooks.

• Working knowledge of Google Workspace Enterprise or demonstrate a willingness to learn

• Experience with and understanding of networking, SD-Wan, IT Security, and modern IT Service Management.

• Some travel and flexibility in work hours is required.

• Ability to take part in on-call rotation is required.

Required Minimum Years Experience:

• 2+ years of modern systems management

• 2+ years of application and cloud service management

• 3+ years of desktop and application IT Support

• 3+ years customer service experience in IT Support

Required Minimum Education: