Senior Analyst.IT.InfraSvcs.Support

작업 내용

What You’ll DoThe primary function of this position is to provide end user support, support device lifecycle management, and ensure compliance with all of Eaton’s policies and procedures with minimal supervision. Our customers include all of Eaton’s users (local and remote).’- Deployment, configuration, and support of hardware (PC, laptop, mobile, printing, etc.), client operating systems, and productivity software for end users.

• 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.
• Responsible for annual refresh of IT disaster recovery plan, as well as walkthrough of plan with stakeholders if required.
• Participate in application, infrastructure, security, operational excellence initiatives, and support activities as needed.
• Assist with support of site-based IT systems.
• 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.
• Lead IT peers and influence customers 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 internal audits related to IT processes, procedures, software, and systems. Influence budgeting, forecasting, and spending for IT infrastructure as required.
• Adhere to and be an advocate of 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.
• Ability to lead a technical team with minimal supervision.
• Ability to draw conclusion from complex data sets to improve a metric or effort. Can present solutions and drive the improvement from data analysis.

Qualifications’- Associate degree or high school diploma

• Bachelor degree
• ITIL foundations certification
• CompTIA A+ certification

Skills’- 2 years IT experience required’- MS Windows Operating Systems

• MS O365 Office Suites
• Hardware - PC’s, laptops, mobile devices, PC peripherals
• Working knowledge of other IT infrastructure (network, servers, storage, phone systems)
• Miscellaneous equipment used in manufacturing locations such as bar code scanners, specialized printers, industrial PCs, RF Scanners, etc.

’- Ability to adapt and learn; to support complex IT environments that may contain various operating systems, desktop, network, phone, and mobile technology

• IT Service Management (ITIL) - Asset Management, Incident Management, Request Fulfilment, Problem Management, and Change Management
• Ability to lead IT initiatives across the organization