IT Technical Analyst I

Responsibilities

• Utilizes the Service Management tool to enter, track and maintain requests through completion
• Responds to phone, email, and in person requests for assistance
• Identifies and addresses trends in support issues and corrects the root cause
• Interacts with customers (internal and external) with a friendly and professional attitude, and works with them to improve department success
• Involves with projects throughout planning, design/development activities, and execution. May lead small to medium initiatives such as rolling out software, acquisition team activities, plant wiring and remodels, etc.
• Active participation in the configuration, deployment and ongoing maintenance of endpoint computing devices on an enterprise scale
• Support mobile programs ensuring configuration changes meet business demands (Apple/IOS device programs and Mobile Device Management)
• Identify, recommend and implement opportunities to leverage technology and enhance process efficiencies that will best support business goals
• Provide guidance to staff and team members as needed to help them become proficient at MFI
• Adequately adhere to all department and company processes and policies
• Quickly adjust to constantly changing conditions, displaying a positive attitude toward new opportunities and change
• Perform process compliance audit functions as required
• Assist in the maintenance of IT budget activities as it relates to MFI IT support activities
• Act as Primary IT contact for any MFI locations assigned to the role
• Shared IT support on-call responsibilities for after hour emergencies
• Adequately adhere to, and maintain, MFI policies and procedures

Qualifications

• Two-year technical degree, related technical certifications, or equivalent work experience is required
• Technical proficiency with PC hardware, Windows operating systems and system management tools
• Prior background in a manufacturing setting preferred
• 2+ years of experience in an IT support environment is required
• Awareness of the ITIL process framework

Skills And Knowledge Requirements

• Exceptional customer service skills. Individual must be able to calmly and effectively manage customer problems and requests. This position represents IT at all locations
• Strong sense of urgency and ownership in accepting assignments and delivering service
• Technical knowledge that extends across disciplines to troubleshoot complex technical issues with a team
• Technical knowledge of Active Directory, SCCM, MDT, or similar systems, O365 and Windows 10
• Technical knowledge of plant related technology (label printers, handhelds, lift computers/scanners, etc.)
• Understand concepts related to networks, servers, databases, etc.
• Strong communication and documentation experience
• Strong organizational and time management skills
• Ability to work with limited supervision in the management, prioritization and resolution of all technology activities pertaining to the assigned locations
• Problem solving by using a combination of troubleshooting tools, experience and creativity to resolve customer technical issues

Benefits

The above statements are intended to describe the general nature of the work and may not include all of the duties required of the position. #firstinpeople

Pay Range

The pay range for this position is $55,937 - $76,075 per year.