IT Support Analyst

General summary:

This position acts as the central point of contact for all our customers’ technology requests and see requests through from first contact to final resolution or service delivery.

Key responsibilities:

• Acts as a central point of contact through ticketing system, e-mail, phone, and walk-up for all IT related issues (incidents and service requests) to provide repeated positive interactions and focus on first contact resolution.
• Research, resolves, and responds to requests and incidents in accordance with current standards.
• Partners with application, network, and server support in troubleshooting and resolving incidents as appropriate.
• Updates and tracks detailed service request, incident, problem, change, and knowledgebase information in service desk tracking application following service desk procedures.
• Coordinates end user communications related to service disruptions at individual and organizational level.
• Identifies and recommends proactive solutions for repeat incidents and service requests for efficiencies in support offerings.
• Provides on-call support for emergencies outside of normal office hours by telephone and/or on site, as defined in IT on-call procedures.
• Coordinates add, change, and delete requests for network and application access following security standards.
• Provides first and second level technical support for end user hardware devices and office suite productivity tools to ensure customers have the tools necessary to complete their jobs efficiently.
• Develops, implements, and maintains procedures for all systems and software we support.
• Builds and maintains standard images for all PC’s and manages desktop patches.
• Creates, maintains, and adheres to standard operating procedures.
• Recommends and performs project management for end user hardware and office automation tool upgrades.
• Adheres to and works as an advocate of all REC and regulatory security policies, practices, and standards, and documents exceptions.
• Facilitates and provides input for change management process including tools, procedures, and communication process.
• Coordinates end user communications with change owner if needed.
• Facilitates weekly change meetings and ensures department is aware of potential impact to adequately respond to customers.
• Participates in change management improvement projects.
• Facilitates and provides input for IT asset management process including tools, procedures, and standards.
• Manages end user hardware refresh and refresh guidelines including retirement recommendations, setting system configuration standards for new purchases, and minimizing user impact during refresh.
• Ensures license compliance with software distribution.
• Analyzes and provides recommendations for maintenance options related to standard desktop automation software and end user hardware.
• Ensures all IT hardware and software licenses and maintenance contracts are tracked and paid as appropriate.
• Provides procurement requisition input services for all IT purchases.
• Establishes and maintains support processes and best practices to improve support capabilities and offers for customers.
• Recommends and implements changes for service management improvements.
• Participates in projects that enhance the quality or efficiency of support offerings, standard equipment, and standard software portfolio.
• Participates in divisional projects to represent service needs and prepare for on-going support. Transitions learning to other team members.
• Stays current with end user hardware industry trends and supports best practices through research, industry publications, training, conferences, and participation in other industry forums.
• Subscribes to vendor notifications for security vulnerabilities and patches.
• Communicates vulnerability information and takes appropriate action following existing practices or escalates to leadership if appropriate.
• Initiates and participates in incident response and disaster recovery activities.

Job criteria:

Education & experience

• Working on an associate or bachelor’s degree in information technology related field and experience with IT endpoint support OR 2 years post high school education in a technology related field and experience with IT endpoint support. Microsoft Windows Operating System, Windows Patching, Application deployment and patch management experience preferred. Image creation, testing and deployment experience is preferred. Experience with Active Directory. Experience with Microsoft 365 administration and tools is preferred. ITIL Foundations V3 certification preferred.

Knowledge, skills, & abilities

• Knowledge of IT Service Management processes and best practices.
• Understanding local system settings and Group Policy Objects.
• Strong knowledge of Windows Operating Systems.
• Understanding of application packaging and deployments.
• Knowledge of Active Directory and DNS.
• Knowledge of PowerShell scripting.
• Knowledge of EMM tool administration (ConnectWise Automate, Intune, others).
• A positive attitude and a conscientious commitment to customer service and problem resolution.
• Interpersonal skills and ability to interact and work with staff at all levels.
• Ability to handle multiple tasks in a fast-paced environment.
• Ability to communicate effectively, both orally and in writing to technical, user personnel, and management.
• Ability to successfully plan and implement objectives within established timelines and work schedules.
• Ability to analyze problems and develop effective solutions at technical, strategic, and functional levels.
• Demonstrate behavior consistent with company values.
• Excellent interpersonal and communication skills.
• Strong team players accomplish tasks by working with others and being a good team player.
• Recognizes how his/her decisions may impact others; seeks input from others.
• This position requires the ability to work with and maintain confidential information while exercising discretion and sound judgment.

RAINBOW ENERGY CENTER employee competencies:

Promotes REC culture, collaborates, communicates with courage, learns with agility, understands the business, drives results, inspires potential and thinks strategically.

Working conditions

Normal office conditions. Plant conditions may include exposure to noise, vibration, dirt, and dust. Conditions may include long periods of sitting, using a keyboard or mouse, and reading a PC monitor. May be required to do occasional lifting of computer equipment (approx. 40 pounds) and work under and around office furniture and plant equipment. Required to wear personal protective equipment as needed. Non-exempt personnel are required to work overtime as needed. Provides on-call support for emergencies outside of normal office hours by telephone and/or on-site, as defined in the IT Service Operations Manual. May be expected to travel to support remote sites and to attend training and conferences. Must be able to perform the essential functions of the job.