Site IT Desktop Support Analyst

Description

• Provides assistance to remote technical resources who administer network switches, servers and other IT infrastructure.
• Responsible for annual refresh of IT disaster recovery plan, as well as walkthrough of plan with stakeholders if required.
• Assist with support of site-based IT systems.
• Working on tickets and meeting defined service level agreements for the resolution of: incidents, requests, changes, and problems, as well as tasks assigned as part of one of those ticket types.
• Deployment, configuration, and support of hardware (PC, laptop, mobile, printing, etc.), client operating systems, and productivity software for end users.
• PC/device lifecycle management - replacing outdated end user and infrastructure hardware when needed and planned for. This includes provisioning, asset management, and disposal.
• Liaison between IT and users to drive IT standards. Advocate, influence, and assure compliance to IT standards and policies. Share information about best practices with end users to increase user satisfaction and productivity.
• Participate in trouble-shooting and resolution of larger IT issues. Participate in efforts related to root cause analysis and problem management as needed.
• Identify opportunities for improvement.
• Follow IT Service Management (ITSM) processes: asset management, change management, incident management, request management, problem management, and project management to serve end users and maintain high levels of performance in achieving service level agreements.
• Participate in internal audits related to IT processes, procedures, software, and systems. Influence budgeting, forecasting, and spending for IT infrastructure as required.
• Ensure compliance with defined policies and procedures around end user client security and infrastructure, site IT disaster recovery planning, as well as participation in IT projects that require coordination, communication and/or implementation.
• Participate in application, infrastructure, security, operational excellence initiatives, and support activities as needed.
• Adhere to company policies and procedures always, including, but not limited to: ethics, data protection, information security, human resources, and compliance policies and procedures. Protect both Eaton's physical and information assets.

Requirements

• ITIL foundations certification
• Miscellaneous equipment used in manufacturing locations such as bar code scanners, specialized printers, industrial PCs, RF Scanners, etc.
• No relocation is offered for this position. All candidates must currently reside within 50 miles of Waukesha, WI to be considered.
• Working knowledge of other IT infrastructure – network, servers, storage, phone systems
• CompTIA A+ certification
• 1157, or (iv) asylee under 8 U.S.C.
• IT Service Management (ITIL) - Asset Management, Incident Management, Request Fulfilment, Problem Management, and Change Management
• Ability to perform some complex tasks with relatively little to no supervision
• Bachelor degree from an accredited institution
• Hardware - PC’s, laptops, mobile devices, PC peripherals
• Some travel required (adjust % based location)
• Ability to adapt and learn; to support complex IT environments that may contain various operating systems, desktop, network, phone, and mobile technology
• This position requires access to export-controlled information. To conform to U.S. Government export regulations applicable to that information, applicant must be a U.S. person, defined as a (i) U.S. citizen or national, (ii) U.S. lawful, permanent resident (green card holder), (iii) refugee under 8 U.S.C.
• Associate degree or high school diploma plus 2 years IT experience
• Must be authorized to work in the United States without company sponsorship now or in the future
• Ability to relate well to people at all levels of the organization
• Excellent customer service and communication skills
• MS Windows Operating Systems

Benefits

• MS Office Suites

Training + Development

Interview process

Visa Sponsorship

Security clearance