Job Description

The Associate IT System Analyst is responsible for leading the IT team and managing all IT and related business processes for Smiths Detection, Inc. (SDI). These responsibilities include technical support for all Smiths Detection Inc. computing devices, and associated. The IT System Analyst identify, log, research and resolve technical problems or requests and ensure support incidents are resolved within standard SLT’s. They will respond to phone calls, emails and web form requests for technical support and attempt to resolve on first contact. They will also support all SDI Projects and Initiatives as required to ensure successful implementation across SDI. The IT System Analyst will collaborate with vendors and service providers as required. Additionally, they will follow commonly used concepts, practices, and procedures of the help desk industry.

Job duties to include but are not limited to;

• Provide Level 1 technical support to all SDI employees
• Receive and log all phone calls, emails, and web forms within the service desk tracking system and attempt and resolve incidents or requests on first contact
• Evaluate issues by interpreting end-users problem descriptions to determine resolution or best course of action
• Manage tickets and tasks to SDI standards and ensure SDI SLT targets are met
• Identify problem trends and report to IT Manager for further analysis
• Provide Level 1 on-site support to the business units in a professional and detail-oriented method, including desk side support and working directly with clients when it’s necessary
• Provision and manage computing devices per the SDI standards and policies
• Support the OS installation, troubleshooting and support of all Windows PC, laptops / desktops / workstations, as well as iPhone & Android cell phone support
• Assist in creating and supporting the implementation of new technologies and services in Windows 10 & 11 and managing BIS initiatives and projects as required
• Monitor and ensure responses to incidents and service requests are within specified Service Level Agreements
• Provide support to Manufacturing to environment for hand scanners, label printers and other manufacturing devices connected via network
• Provide technical support and expertise to other Client Services Staff, regions, sites, /Businesses projects
• Create/Maintain documentation as required
• Support Asset Management for all Client Service devices
• Availability to travel to support other SDI locations by car is required.

Qualifications

Education: High School Diploma or GED

Experience: 1-3 years of experience supporting IT Systems required; experience with **** Comptia A+, Imaging, O365 Admin, Active Directory and Azure AD a plus.

Technical Knowledge and Skills

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, qualifications, competencies, and abilities and any physical demands if required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Self-motivated and proactive approach to managing key accounts
• Establish and maintain a professional relationship with customers/prospects
• Excellent oral and written communication skills
• Ability to present information in front of a large group
• Excellent interpersonal and communication skills
• Ability to read, write, and interpret general business periodicals, professional journals, or government regulations
• Ability to define problems, collect data, establish facts, and draw valid conclusions
• Experience in a customer service oriented, customer support environment and IT service desk environment desire.
• Experience in hardware, software, operating systems, networking, remote connectivity knowledge and Workstation management support
• Experience with Windows10/11, Microsoft Business Products, LAN/WAN, Microsoft O365 products (Teams, Azure, Outlook).
• Experience with Patch management, Imaging, and IT Asset Management (inventory)
• Ability to learn effectively and retain information; ability to understand and follow written and oral instructions.
• Ability to organize and manage multiple tasks and priorities.
• Ability to establish and maintain effective working relationships with those contacted in the course of work.
• Strong communication and collaboration skills
• Knowledge of ITIL Service Delivery processes
• Maintain confidentiality of information; communicate effectively with the more difficult customers.
• 1 year IT technical training desired
• Be on-site Monday-Friday to support the business end-users

Background: This position may require Sensitive Security Information (SSI) access and vetting via the TSA. If required, applicant must successfully pass a federal background investigation. This position may require a U.S. Personal Security Clearance.

SDI is a Federal Contractor and a drug-free workplace. By submitting an application, I confirm that I understand that the Company has a right to require me to submit to a drug test prior to employment and at any time during my employment, to the extent permitted by law.

Additional Information

We offer…

Join us and we’ll help build your career, with excellent training and opportunities for career growth across the business, both locally and globally. You’ll experience an inclusive environment, with strong leadership and a focus on safety and wellbeing. You’ll also have the flexibility to choose from a wide range of benefits to suit your lifestyle, offering you and your family support from a health and wellbeing, financial and lifestyle perspective.

Join us and work for a world-leader, with the benefits and training to reward your dedication and skills. Be part of a team where we are making the world a safer place.

The compensation for this position ranges from $42,671.40 - $99,566.00/yr and will vary depending on factors such as your location, skills, job-related knowledge, and experience. The compensation package may also include incentive compensation opportunities in the form of discretionary annual bonus or commissions. Smiths Detection provides comprehensive benefits including healthcare, 401K savings plan, company holidays, vacation, sick time, parental leave and an employee assistance program. Eligibility requirements apply.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, protected veteran status, disability, or any other legally protected characteristic.

If you have a disability and you believe you need a reasonable accommodation in order to search for a job opening or to submit an online application, please e-mail stat@smiths.com or call toll-free 877-703-1029. This email and phone number is created exclusively to assist disabled job seekers whose disability prevents them from being able to apply online. Only messages left for this purpose will be returned. Messages left for other purposes, such as following up on an application or technical issues not related to a disability, will not receive a response. Smiths Detection participates in the Electronic Employment Verification Program.

We believe that different perspectives and backgrounds are what make a company flourish. All qualified applicants will receive equal consideration for employment regardless of color, religion, sex, sexual orientation, gender identity, national origin, economic status, disability, age, or any other legally protected characteristics. We are proud to be an inclusive company with values grounded in equality and ethics, where we celebrate, support, and embrace diversity.

At no time during the hiring process will Smiths Group, nor any of our recruitment partners ever request payment to enable participation – including, but not limited to, interviews or testing. Avoid fraudulent requests by applying jobs directly through our career’s website (Careers - Smiths Group plc)