IT TechOps Analyst, Tier II
About the role
The ASSA ABLOY Group, a global leader in access solutions, seeks a Tier 2 IT TechOps Analyst to join its dynamic team in New Haven, CT. This full-time, onsite position is ideal for an experienced IT professional who thrives in a fast-paced, evolving environment and is passionate about delivering exceptional technical support.
Responsibilities
- Ensure smooth day-to-day IT operations across the organization, including:
- Laptops, desktops, tablets
- Mobile and desk phones
- Printers and copiers
- Video conferencing systems
- Maintain accurate inventory of all IT hardware and equipment.
- Utilize tools such as ServiceNow for incident and service request management.
- Provide high-quality technical support and customer service to both onsite and remote users.
- Troubleshoot and resolve hardware and software issues, escalating when necessary.
- Document IT processes and business functions to support continuous improvement.
Requirements
- Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
- Solid understanding of business systems and effective documentation practices.
- Excellent time management and organizational abilities.
- Proficiency in:
- Windows 10/11
- Active Directory
- PC/MAC hardware and peripherals
- Microsoft 365 applications (Outlook, OneDrive, Teams, etc.)
- Troubleshooting authentication issues (e.g., Microsoft SSO/MFA)
- Smartphones and mobile device management
- Experience with MS Teams Rooms and MS Teams Phone is a plus.
- Familiarity with tools and methodologies such as FMEA, HALT, GD&T, DFM&A, DVP&R is advantageous.
- Exceptional customer service skills with the ability to interact professionally across all levels of the organization.
- High ethical standards and ability to handle confidential information with discretion.
- Self-motivated and capable of working independently and collaboratively.
- Flexibility to work occasional weekends and off-hours as needed.
Qualifications
- Bachelor’s Degree in Information Technology or Computer Science.
- A+ Certification is a plus!
Skills
- Technical troubleshooting
- Customer service
- Inventory management
- Documentation and process improvement
Benefits
We offer a competitive compensation and benefits package which includes multiple healthcare options, tuition reimbursement, and matching 401k. Additionally, we provide a generous holiday schedule and paid time off to refresh and recharge. Employee pricing on our products and discount programs for travel, entertainment, and more!
Pay
Competitive salary based on experience and qualifications.
Schedule
Full-time, onsite position in New Haven, CT.