IT Infrastructure Analyst

About Us

We are Textron Systems, best known for innovative defense technologies and services. We are a part of Textron Inc, one of the world’s leading multi-industry companies, recognized for its powerful brands such as Bell, Cessna, Beechcraft, E-Z-GO, Arctic Cat and many more. Our company leverages its global network of aircraft, defense, industrial and finance businesses to provide customers with innovative products and services.

We've been in the industry for more than 50 years and embraced the unique capabilities that come with being a mid-sized player. We bring the agility of a small business to meet our customers' most urgent requirements and empower our team members to push past possible. We can scale quickly to solve the big problems, working across functions, sites, and business lines to make it happen. We’re comprised of 7 domains specializing in Air, Sea, Land, Weapons Systems, Electronic Systems, Propulsion, and Testing and Training Simulations.

Start your career in a big way by joining Textron Systems. We are here to provide necessary and life-changing services and products to our customers. Talent development is a big part of who we are. Don't just start your career - go big.

About the Role

• Be the initial IT point of contact for end user services, using critical thinking and process adherence to quickly assess and triage incoming requests and incidents
• Deliver outstanding service to all business users through service ticket fulfillment, supporting activities such as onboarding and offboarding, software application support, PC and mobile device support, process documentation, and user training
• Account provisioning and access management – provisioning and reclaiming access to network and applications in accordance with IT and cybersecurity requirements to ensure secure and efficient IT environments across users and systems
• Asset management including PCs, printers, and peripherals, ensuring owner and state accuracy, OS currency, and security controls are met
• Technical troubleshooting and issue remediation for computer hardware, software, printers, mobile devices, audio/video presentation technology, various peripherals, and basic network equipment
• Ticket queue management to ensure timely initial contact, assignment and closure of incidents and requests, maintaining team workload, and tracking resolution accuracy
• Identify and collaborate across IT teams, including application teams, corporate IT, and third-party providers to deliver solutions for advanced customer inquiries and challenges
• Design, implement, and maintain IT operational processes & procedures, best practices, and customer service guidelines with a focus on continuous improvement
• Work collaboratively with IT application teams, end users, business leadership, corporate IT, and third-party IT service providers
• Identify and implement process automation to reduce manual repeated tasks and optimize efficiency across the team
• Develop and maintain ticket metrics to measure ticket resolution status, ensure we are meeting target Service Level Agreements (SLAs) and identify focus areas of improvements
• Conference room software and hardware support, and hands-on support for meetings
• Support executive leaders and on-site executive meetings
• Actively participate on various IT strategic project teams and drive timely delivery of key milestones
• Vendor relationship management for hardware, software, service and audio/visual support

Requirements

• Bachelor’s degree in Information Technology, Information Systems, Computer Science or a related field
• 2+ years of previous customer service experience, with proven interpersonal skills, a drive for providing exceptional customer experience, and the ability to relate and communicate with individuals with diverse backgrounds
• Strong critical thinking skills needed to manage ambiguity and troubleshoot a variety of issues
• Knowledge of IT processes including desktop support, application installation and maintenance, servers, storage, network & telecommunications, and cybersecurity standards and policies
• Strong knowledge of IT systems including Microsoft Windows and Windows Update processes
• Microsoft Windows Server, Active Directory, and SQL Server
• Knowledge and experience with ticket management software, workflow development and automation best practices. Experience with ServiceNow a plus
• Proficiency with Microsoft 365 suite including Office applications, Teams, Outlook, SharePoint, OneDrive
• Self-motivated and takes initiative to go beyond the minimum requirements. Passion for learning, problem-solving, and developing new skills within the field of IT
• Strong organizational aptitude to manage and balance competing priorities

Benefits

• Flexible Work Schedules: Enjoy compressed work week schedule that varies by allowing for additional days off such as 9/80 and 4/10s, leading to additional Fridays off work
• Paid Time Off: Over 6 weeks of total paid time off (PTO) that consist of 120 hours of vacation, 56 hours of illness/personal time and 80 hours of holiday
• Tuition Reimbursement: Up to $10,000 for relevant graduate degrees per calendar year
• Dress for Your Day: Flexible dress code policy
• Comprehensive Benefits Package: 3 medical plans, prescription drug coverage, dental, vision, additional life insurance coverage
• Company paid benefits including basic life insurance, short- and long-term disability and employee assistance program
• Comprehensive wellness incentive plan and annual fitness reimbursement program
• Future Savings: Company contribution to your 401k up to 9% of your salary
• Employee Discounts: Access to exclusive offers and deep discounts from over 30,000 merchants and millions of products
• Additional benefits such as service awards, cell phone retail discounts, travel and gym membership discounts, emergency travel assistance, home and auto discounts, adoption assistance and more

Textron is committed to providing Equal Opportunity in Employment, to all applicants and employees regardless of race, color, religion, age, national origin, military status, veteran status, disability, sex (including pregnancy and sexual orientation), genetic information or any other characteristic protected by law.