Systems Analyst - End User & End Point Support

Job Description

Reports to the Manager, Information Technology as part of the IT Infrastructure Team. This individual will be a first point of contact for all Information Technology related questions, concerns, and issues. The incumbent will interact with all levels of management and other ITW-FEG personnel. He/she must have patience, excellent interpersonal skills, strong ethics, and present a positive professional attitude. This position will be on-site in Troy, Ohio.

Responsibilities

Help Desk

• Serve as a first point of contact for all Information Technology related questions, concerns, and issues. Work to independently troubleshoot and resolve those issues.
• Resolve complex technical challenges by interviewing the end-user, inspecting/analyzing the situation firsthand or via remote, reviewing facts and discoveries, researching and troubleshooting the issue, and then implementing enhancements to the device management process.
• Communicate/broadcast directly to the business to provide notifications and instructions with respect to downtime, outages, malware incidents, etc.
• Develop, maintain, and implement IT operational policies, guidelines, standards, and work instructions.
  
  

End User Device Management

• Work with leadership to mature the processes for IT Asset Management/Patch Management solutions, including standard laptop images and update plans.
• Leverage Help Desk activities to drive enhancements for endpoint updates and management processes
• Evaluate current install base to improve standards regarding endpoint devices for the business and manage the complete life cycle of devices from procurement to retirement.
• Regularly analyze and modify Cell Phone plans to provide optimal data capacity at the lowest cost.
  
  

Security

• Champion Cybersecurity Awareness and Endpoint Protection, and guide end-users in same, to meet ITW’s cybersecurity requirements.
• Contribute on processes to define and implement roll-out strategies for Corporate security initiatives
• Develop and maintain an orientation program for new/existing employees for using security credentials to protect company hardware and software assets, including intellectual property and data-sensitive resources.
• Conduct annual audit of ERP end-user access, providing reports to managers for their review and approval. For International users, conduct a semiannual audit.
• Analyze and define end-user security roles. Administer user-rights/roles and secure access across a variety of platforms using multiple tools, utilities, and interfaces.
• Coordinate with IT staff from other peer business units to provide appropriate access to hosted resources
  
  

Minimum Qualifications

• Accredited Associates Degree in Information Technology/Business or related field.
• 3 years working with Microsoft Windows and 365 Applications, including installation and setup.
• 3 years working with mobile devices, including iOS and Android.
• 3 years working within an endpoint administration platform
• Experience coordinating the upkeep, configuration, and reliable operation of user’s systems
• Experience working with backup software and performing recoveries/restorations as needed.
• Experience with data reporting tools such as PowerBI, Tableau, etc.
• Working knowledge of Microsoft Active Directory User and Computer management and maintenance.
• Excellent analytical and decision-making skills for determining the nature of end-user needs and issues while providing the best path to a solution.
• Excellent interpersonal communication skills.
  
  

Preferred Qualifications

• Experience with managing end-user access rights including creation of user accounts and assigning proper security access for Office 365, Dynamics CRM, ERP, Active Directory, SharePoint, and hosted websites.
• Experience in designing, implementing, and maintaining endpoint management platforms and solutions
• Experience with maintaining data and SQL Server jobs using Microsoft SQL Server Management Studio.
• Experience with all versions of Windows software, including Windows Server and Virtualization.
• Experience with IP network infrastructures, troubleshooting and monitoring.
• Experience with installation and maintenance of anti-virus/anti-malware software
• Experience with Wi-Fi and Cellular Networking.
• Proven ability to work under limited supervision and driving results