Sr. IT Technical Support Analyst

Position Summary

The Senior IT Technical Support Analyst provides technical support and assistance to customers, whether on the phone, via remote app, or in person. Their primary responsibility is to ensure a user’s overall satisfaction. This individual will ensure computer related functions within the company are operating at high levels of availability and that the security of supported business systems and applications is satisfactory.

This individual will also provide adequate training to meet the daily operating needs of the company as well as the company’s long term needs within computer related and manufacturing technologies. This individual is responsible for independently managing, monitoring, and reporting on complex systems and processes. This individual will assist the Disaster Recovery Team leader to ensure continuity of data and systems, as well as assist the internal audit team (as required) ensuring all required controls are being monitored and met.

The Senior IT Technical Support Analyst may act as a Site Lead for the Operations team at the facility they reside in; ensuring support issues are being assigned/completed in a timely manner.

• Site IT Lead Person (if assigned)
• Mentor and develop junior members in IT
• Works with vendors for pricing and availability of equipment, sizing, materials, and labor
• Recommends innovative ideas, processes and/or procedures for enhancements, and modifications to improve existing systems
• Performs analysis to review current metrics and identify successes, discrepancies and opportunities for improvement
• Provides general advice and specific recommendations to leadership on key areas of expertise
• Takes responsibility for the planning and execution of large projects; serves as principal point of contact on multiple complex projects or programs
• Conducts individual project reviews, as required, to assess overall project quality, efficiency and compliance with requirements
• Performs sophisticated troubleshooting and analysis; resolves difficult issues escalated from lower levels of the organization
• Provides quick response time to prioritize and analyze problems and provide customer support
• Troubleshoots system management to maximize computer uptime
• Installs software/hardware to empower users to better accomplish their jobs
• Simplifies operational practices to remove non-value-added steps
• Ensures software and systems are available to quickly get users onto the network
• Manages imaging fleet, including printers and scanners
• Maintains Information Technology systems documentation

• Associate’s Degree or equivalent; or three to five years related experience and/or training or equivalent combination of education and training.
• Recommended:
  Microsoft Technology Associate (MTA) formerly Microsoft Certified Professional (MCP)
• Recommended: ITIL Foundations Course

• Computer hardware and setup
• Service Desk operations
• Database environments
• Operating systems such as Microsoft Windows, Server, and Hypervisors
• Software applications such as MS-Office, Anti-Virus Applications, VEEAM or comparable backup solution
• Multi-factor authentication
• Local area networking
• Scheduling work to achieve department goals
• Customer focused environment
• Operating system management
• Network communications
• Data processing

• Strong organizational skills
• Verbal and written communication and listening skills
• Problem solving and evaluation
• Process improvement
• Project management
• Good communication skills
• Good interpersonal skills
• Analyze communications
• Be flexible to adapt to changes in the marketplace
• Improve process of information flow
• Problem solver
• Prioritize and multitask
• Keep current in changing work methods
• Maximize opportunities for the business
• Meet goals and objectives set for department

None specified.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee could be required to stand, walk, use hands to finger, handle or feel, reach with hands and arms, talk or hear. The employee could be required to sit, climb or balance and stoop, kneel, crouch, or crawl. The employee could occasionally lift and or move up to 50 pounds. Specific vision abilities required may include close vision, distance vision, peripheral vision, and ability to adjust focus.

Up to 5%

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Minorities/Women/Protected Veterans/Disabled

Mid-Senior level

Full-time

Information Technology

Medical Device