On-Site Support, Analyst II

<p><span style="font-size:14.0px">Location: <strong>Chattanooga</strong> <br>Employment Status: <strong>Salary Full-Time</strong> <br>Function: <strong>Information Technology</strong> <br>Pay Grade and Range: <strong>AIT025-P2</strong> ($64,000 - $80,000)<br>Bonus Plan: <strong>AIP</strong>  <br>Target Bonus: <strong>10.0</strong><br>Recruiter: <strong>Allison Schock<br></strong>Req ID:<strong> 29718 <br></strong></span></p> <p><span style="font-size:14.0px"> </span></p> <p> </p> <p><span style="font-size:14.0px"> </span></p> <p><span style="font-size:14.0px">​</span></p><div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">Purpose</H2> </div><div><p><span style="font-family:arial, helvetica, sans-serif">The IT On-Site Support Analyst II is an intermediate analyst job function, and is responsible for managing the tickets, tasks and projects from his/her support zone. The analyst will focus on resolving incidents, fulfilling service requests, and providing end user training and consulting. Responsible for implementation work related to deployment of IT services and equipment. The analyst must use technical tools, such as the knowledge base, and an IT service management system (Ivanti) to improve the end user experience.</span></p> <p> </p> <p><span style="font-family:arial, helvetica, sans-serif"><strong>This position will be based onsite at our Chattanooga, TN facility.</strong></span></p></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">Job Duties and Responsibilities</H2> </div><div><ul> <li><span style="font-family:arial, helvetica, sans-serif">Working follow guidelines and moderate guidance</span></li> <li style="font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif">Provide advanced technical support and assistance to end-users, resolving hardware and software issues promptly and effectively.</span></li> <li style="font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif">Install, configure, and maintain desktops, laptops, mobile devices, printers, and other computer peripherals.</span></li> <li style="font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif">Install, configure, and troubleshoot software applications, operating systems, and updates. Ensure software compliance and licensing.</span></li> <li style="font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif">Manage user accounts, permissions, and access control, including password resets and account provisioning/de-provisioning.</span></li> <li style="font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif">Identify and resolve network connectivity and general IT-related issues for end-users. Escalate complex problems to higher-level IT teams when necessary.</span></li> <li style="font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif">Maintain detailed records of support requests, solutions, and configurations. Create and update technical documentation and knowledge base articles.</span></li> <li style="font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif">Implement and enforce security policies and best practices, ensuring the protection of sensitive data and compliance with security regulations.</span></li> <li style="font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif">Experience with A/V conference room equipment and conference room troubleshooting.</span></li> <li style="font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif">Following orientation from other IT teams, including desktop engineers, network administrators and system administrators, to resolve issues that require cross-functional expertise.</span></li> <li style="font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif">Provide training to end-users on hardware and software usage, best practices, and security awareness.</span></li> <li style="font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif">Maintain an inventory of IT assets, including computers, peripherals, and software licenses.</span></li> <li><span style="font-family:arial, helvetica, sans-serif">Manage relationships with hardware and software vendors to facilitate warranty claims, repairs, and procure necessary equipment.</span></li> </ul></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">Basic Requirements</H2> </div><div><ul> <li><span style="font-family:arial, helvetica, sans-serif">Bachelor’s degree in computer science (equivalent), and two years of experience supporting internal desktop systems, application training and overall incident ownership and management. 3 years of experience required if no degree.</span></li> <li style="font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif">CompTIA+ Certificate preferred.</span></li> <li style="font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif">Working knowledge of Microsoft Active Directory, Microsoft M365 technologies (Teams, meetings, OneDrive, Enterprise Apps, Intune), Windows OS, Apple iOS, administration and security, deployment and management, automation technologies.</span></li> <li style="font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif">Experience with extensive hardware, network and software troubleshooting.</span></li> <li style="font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif">Hands on experience on LAN/ WAN Networks; working and managing a switched network.</span></li> <li style="font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif">Experience on how to make LAN cables, working with Wi-Fi / Access point configurations.</span></li> <li style="font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif">In depth knowledge of MS Teams, and other video conferencing and projection solutions,</span></li> <li style="font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif">Strong verbal and written communication skills, as you will interact with end-users of varying technical backgrounds.</span></li> <li style="font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif">Excellent problem-solving and critical thinking abilities to diagnose and resolve technical issues efficiently.</span></li> <li style="font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif">A strong commitment to providing excellent customer service and a patient, friendly demeanor.</span></li> <li style="font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif">Ability to work effectively in a team and collaborate with other IT professionals.</span></li> <li style="font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif">Efficiently manage and prioritize multiple support requests and tasks.</span></li> <li style="font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif">Stay updated on the latest technological trends and adapt to new tools and technologies.</span></li> <li><span style="font-family:arial, helvetica, sans-serif">Understand IT security best practices and the ability to enforce security policies.</span></li> </ul></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">Competencies</H2> </div><div><ul> <li><span style="font-family:arial, helvetica, sans-serif">Results oriented</span></li> <li style="font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif">Good oral, written communication, and presentation skills</span></li> <li style="font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif">Decisive, with little or no information</span></li> <li style="font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif">Ability to lead through ambiguity</span></li> <li style="font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif">Situational awareness</span></li> <li style="font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif">Independent learner</span></li> <li style="font-family:arial, helvetica, sans-serif"><span style="font-family:arial, helvetica, sans-serif">Excellent customer service focus</span></li> <li><span style="font-family:arial, helvetica, sans-serif">Collaboration and good interpersonal skills</span></li> </ul></div></div></div><p> </p> <hr> <p><strong>Lincoln Electric is an Equal Opportunity Employer.</strong> We are committed to promoting equal employment opportunity for applicants, without regard to their race, color, national origin, religion, sex (including pregnancy, childbirth, or related medical conditions, including, but not limited to, lactation), sexual orientation, gender identity, age, veteran status, disability, genetic information, and any other category protected by federal, state, or local law.</p>