Role Summary:

As IT Support Analyst – Onsite & Shopfloor, you will play a critical role in ensuring the smooth and efficient operation of our onsite and shopfloor IT systems. You will be responsible for the 1st level support organization helping support the technical infrastructure, end-users, documentation and implementation of IT solutions that drive productivity as well as innovation in our organization. To be successful in this multifaceted role, you will be required to display a blend of customer focus, adaptability, and technical expertise. Your contributions in maintaining data integrity, championing IT excellence, fostering customer value and nurturing business relationships will directly impact the success of the Corporate Service Desk as well as the overall CPIM organization within the location/s you support. Your commitment to these responsibilities will also help us achieve our strategic goals and maintain our position as a partner assisting the entire business group achieve success.

Minimum Qualifications:

• Bachelor’s Degree in Information Technology
• 3-5yrs of IT experience
• 3 years experience supporting a production facility
• Open to various disciplines such interconnected thinking, continuous and cross-disciplinary learning

Preferred Qualifications:

• All described in minimum qualifications
• Strong analytical and communication skills
• Must be committed to keeping pace with the industry and continually learning
• Must be self-motivated, proactive and able to work with minimal direct supervision in a fast-paced environment

Essential Duties and Responsibilities:

Adaptability and Flexibility

• As an IT Support Analyst – Onsite & Shopfloor, you and your team are an essential component of the overall Corporate Service Desk team. You should be prepared to embrace change as well as adapt to evolving circumstances within the workplace. The nature of your daily work may require you to take on tasks and responsibilities beyond your initial job description. Therefore, you are expected to demonstrate a high degree of adaptability and flexibility.
• By demonstrating adaptability and flexibility, you will not only excel in your role, but also contribute to a positive and collaborative work culture that values the diverse skills and talents of every team member.

Data Integrity

• Safeguarding the integrity of data and the network by rapidly addressing virus, adware, and spyware threats & anticipating potential risks. You will cascade strategies into actionable steps for your respective team.

Value for Customers

• Drives a customer-oriented business strategy and provides indispensable support to deliver successful outcomes.
• Provides oversight assistance for the Onsite & Shopfloor as well as the 2nd level teams managers within the Corporate Service Desk

Relationship Management

• Ensure high quality customer service through maintaining transparent communication with key stakeholders and developing strong vendor relationships through quality customer care.
• Communicate IT updates, project statuses, and potential impacts to non-technical stakeholders in a clear and understandable manner.
• Aligning IT functions with business needs by allocating resources effectively and ensuring that the IT Ticketing service is leveraged properly for problem resolution.
• Facilitates clear and concise communication while assuming the role of a collaborative partner for both internal and external stakeholders. Promotes a sense of teamwork among colleagues throughout the organization.

Onsite & Shopfloor Team Management

Asset Management

• Manages the purchasing of all standard site specific IT hardware, IT supported software and IT related supplies.
• Responsible for helping your manager identify budgeting need within you location for allocated IT services and equipment.
• Ensure that you are practicing and encouraging good housekeeping within all work areas as well as electronic filing systems.
• Oversee and ensure that every company assets managed within your location/s are properly inventoried and maintained within the company’s asset management database throughout it’s entire life cycle.

Internal Systems

• Assists in and oversees the planning as well as implementation of regional infrastructure modifications by taking ownership of data backups, virus mitigation, disk space utilization, and inside wiring coordination.

• Drives a customer-oriented business support strategy and provides indispensable IT support that delivers successful outcomes.
• Builds and maintains relationships with local site management and vendors such as, but not limited to wiring contractors as well as IT equipment suppliers, etc.
• Guarantees that IT Operational metrics & KPIs for your support queues are always maintained.
• Ensures services listed in the IT Service Catalog are always supported within the aligned KPIs and all tickets that require advance knowledge or access are escalated properly according to the official OLE for the team.
• Ensures that all non-standard services or issues not listed as a Service in the IT Service Catalog are properly documented by the team at all times.  This can either be documented in a single ticket with the proper cost charging or can be a culmination of tickets that lead to the generation of a new subservice that is added to the official IT Service Catalog
• Responsible for the execution of employee onboarding & orientation tasks for existing processes, policies and procedures are trained effectively for all new associates within your supported location.
• Cooperation in local IT related projects (i.e., the Eyes, Ears, Hands and testing for 2nd and 3rd level teams)
• Responsible for all local communication regarding IT topics to site leadership as well as IT users
• Act as a Point of Contact for projects, location specific non-standard topics and services
• Act as a liaison between IT and local management for onsite specific topics and general IT information that is relevant to the site.
• Mediation of conflicts or escalations before they become a major issue should be considered one of the highest priorities and should always be handled professionally as well as properly documented
• Responsible for helping to maintain the Relationship Management: Lead-Center and Division Customer Satisfaction feedback, survey/awareness.