Technical Operations Analyst

Qualifications

• Minimum of one of the following: Bachelor’s degree in IT plus three (3) years of experience or equivalent on the job experience.
• Troubleshooting experience and technical knowledge of end user devices including laptops, desktops, mobile phones and other network connected devices.
• Experience configuring and deploying PC hardware, software, and related products.
• Experience with network connected devices a plus, including handheld/vehicle mounted devices, PLCs, IoT or other IP based equipment.
• Experience configuring and installing wired and wireless network devices.
• Experience with Hardware Rack installation and connectivity.
• Experience with cybersecurity principles, especially relating to end user device use.
• Experience with core software applications, such as Microsoft Office, SharePoint, and Teams.

Primary Responsibilities

• Advanced troubleshooting of IT issues related to network access, active directory, file and print services, and end user computing systems.
• Participate in project efforts typically related to network and server enhancements/installations, computer hardware and software updates, security-related implementations, and similar efforts, working closely with project lead or other key project personnel.
• Aid with User equipment deployment and collection as related to onboarding and offboarding processes.
• Document and track workload using Service Now ITSM ticketing tool.
• Analyze and monitor system performance and capacity and make recommendations to improve efficiency and/or throughput.
• Analyze and resolve complex end-user computing issues and if necessary, coordinate resolution across different technical teams.
• Work with the business to select systems, hardware, or software to meet business requirements.
• Oversee implementation, and provides post-implementation end-user support and maintenance.
• Collect business requirements and develop functional specifications for documentation and training.
• Support, enforce, and participate in development or modification of computer policies while understanding the business impact of said policies.
• Communicate policies to users and other stakeholders as needed.
• Work with end-users and technical experts at all levels, actively building trust with customer base, IT peers, and external partners.
• Actively work with peers and leadership to ensure user support and requirements are met.
• Document and update Knowledge Base for any missing systems software, and processes.
• Complete all assigned duties in an accurate and efficient manner.

Personal Attributes

• Proven analytical and creative problem-solving abilities.
• Excellent written, oral, and interpersonal communication skills.
• Strong customer service skills.
• Strong Time management and prioritization skills.
• Highly self-motivated and directed, with keen attention to detail.
• Ability to perform advanced troubleshooting and use resources to resolve issues and requests independently.
• Ability to conduct research into systems issues and products as required.
• Ability to communicate ideas in both technical and user-friendly language.
• Able to prioritize and execute tasks in a high-pressure environment.
• Able to work in a team-oriented, collaborative environment.
• Able to follow all safety requirements and work effectively in a production environment.

Work Conditions

• On-call availability will be required.
• Travel up to 40% will be required.
• Responsibilities may require working evenings and weekends, sometimes with little advance notice.
• Will be required to work in areas with elevated noise levels and requiring adherence to PPE (personal protective equipment) guidelines at times.
• Sitting / standing / kneeling for extended periods of time.
• Ability to operate a computer keyboard, mouse, and to handle other computer or infrastructure components.
• Lifting and transportation of moderately heavy objects up to 35 lbs, such as computers, servers, Battery backups, and peripherals.

Company Benefits

• Comprehensive and competitive benefits that include medical, dental and vision insurance.
• A variety of other well-being resources focused on mental, physical and financial health.
• Focused Giving Program prioritizes support for organizations whose missions promote sustainability initiatives or address food and hunger needs.
• Encouragement of facility level support of activities in the communities where our employees live and work.
• Training and Development opportunities through MyLearning.
• Company and industry training curricula, support for formal education through the Tuition Reimbursement Program (Non-Union), and a Learning Management System that supports and enhances employee skills at all levels of the organization.

Community Engagement

• Commitment to providing equal employment opportunity in all employment practices.
• Committed to supporting local communities through the Focused Giving Program.

Equal Employment Opportunity

Novolex is committed to providing equal employment opportunity in all employment practices, including but not limited to selection, hiring, promotion, transfer, and compensation to all qualified applicants and employees without regard to age, race, color, national origin, sex, pregnancy, sexual orientation, gender identity, religion, handicap or disability, genetics, citizenship status, service member or veteran status, or any other category protected by federal, state, or local law.