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San Jose - Field IT Analyst

Company: Insight Global
Location: Des Plaines
Posted on: August 1, 2022

Job Description:

The Field IT Analyst will provide support to internal customers residing at GLCCDs various distribution and manufacturing centers in support of day-to-day IT operations, assist with implementing projects, and other initiatives as assigned. This position is accountable for resolving high levels of computer and application issues. Additionally, the Field IT Analyst will review the logging and document of solutions to common issues, as well as identify recurring issues and escalate as appropriate. This position works closely with other functions within IT to drive issues to resolution. Responsibilities include developing SOPs and policies while working with the business to ensure each GLCCD company is being attended to appropriately in terms of application and hardware support. Effective written and verbal communication skills are critical. The ideal candidate will want to pursue IT as a career.Position Responsibilities may include, but not limited to: Establish and maintain business relationships with local management at assigned field locations to understand and address their needs. Issue resolution for support incidents, demonstrating consistent ability to own issue resolution from start to finish; escalating where appropriate Assist internal customers with questions about software and hardware using knowledge base and leveraging other team members Assist in solving issues with business applications through personal knowledge and by working with other teams Log and maintain support incidents in help desk software Document resolutions and repeatable fixes for frequent issues Assist in training end-users using pre-defined processes Plan and manage support projects under the direction of Field IT Manager. Responsible for asset management, to include maintaining a current inventory of devices, tracking devices, reclaiming devices no longer in use, etc. Follow existing development and change control standards; bridge the gap between business requirements and technical solutions to achieve optimal results Assist end-users in finding IT solutions for normal business activities; share Best Practices in technology across the group Visit field locations as required to support applications and selling/delivery systems, provide assistance with IT hardware, Telecommunications equipment, and LAN/WAN equipment Maintain 100% conformance to organizational hardware and software standards and 100% compliance with all corporate standard operating procedures. Respond to network infrastructure and file server failures as required to maintain the maximum system uptime of production systems and applications. Participate in continuous improvement practices to ensure the delivery of effective, timely, and professional Technical and Customer Service. Keep abreast of new technologies and act as a consultant to the rest of IT and the business on new trends and opportunities 24/7 support for business impacting P1 and P2 Incidents Willing to travel to remote distribution centers up to 40% Minimum Requirements2+ years previous work-related experience working in a technical support environment, specifically supporting business applications and devices Ability to write reports, business correspondence, and procedure manuals Ability to effectively present information and respond to questions in a group setting Ability to provide remote support to end users over telephone or screen sharing Proficient in Microsoft Office Proficient with End User Devices PC, Laptop, Tablets, Windows, Android, IOS Desired SkillsProject Management experience LAN/WAN Cisco experience Service Now, Service Desk Plus or other ITIL system knowledge. Experience in distribution or manufacturing This position must pass a post-offer background and drug test.

Keywords: Insight Global, Des Plaines , San Jose - Field IT Analyst, Professions , Des Plaines, Illinois

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