Technetics Group, an EnPro Industries company, is looking for a motivated and experienced IT Operations Analyst to join our IT Operations infrastructure team. In this position, you’ll be based at our Columbia site and will provide technical support for our end users including on-site and remote support for all laptops, desktops, printers, and other computing devices. You will also serve as the escalation point for complex problems requiring expert technical knowledge and understanding of business requirements. This role may contribute to the direction, selection of products and services, planning, and implementation of technology for the end user environment. This role will assist the infrastructure team where applicable with a variety of technologies and must be willing to provide strong customer service skills and a sense of urgency and accountability are all requirements for this role.

WHAT DOES AN IT OPERATIONS ANALYST DO? 

• Provides all levels of technical support required as well as expert level as the point of escalation for End User Services & Global Service Desk team members.
• Assists in prioritizing work activities across the team to achieve service levels requirements.
• Creates, maintains, and documents processes and procedures following standards and policies, including configuration and change management.
• Ensures utilization of the service management tools for logging, managing, and resolving incidents and requests.
• Provide users one-on-one technology training.
• Assist with technical documentation and contribute to the creation / publishing of Knowledge Base articles used by all levels of support.
• Troubleshooting, maintaining, and upgrading IT infrastructure including PC products, servers, network, WiFi, and other hardware/software
• Complete new PC implementations and relocations.

WHAT COMMUNICATION & TEAMWORK SKILLS ARE INVOLVED? 

• Works across global teams to create common processes and procedures, which contribute to continuous improvement on the service delivery levels for all IT support.
• Maintains a best-in-class customer-service focus and attitude at all times, and holds others accountable for the same.
• Final point of contact for all escalated resolutions.
• Ability to prioritize activities and collaborate with other teams to deliver the best solution to the end users; is able to influence without authority.
• Excellent problem solving/analytical skills and proven ability to form effective, customer-oriented business partnerships.
• Excellent communication and interpersonal skills, and ability to work effectively with all organizational levels within a culturally diverse environment.

WHAT ARE THE TECHNICAL REQUIREMENTS OF AN IT OPERATIONS ANALYST?

Minimum of 5 years’ experience in a hands-on technical role. 

BS/BA in computer science, computer engineering or relevant field preferred

Certifications are a big plus, A+, Net+, MCSA/MCSE, MCTS, Security+, CCENT/CCNA/CCNP.

Expert / industry-leading experience, knowledge, and troubleshooting skills in the following technical areas:

• Administering enterprise environments with Windows 7/10 and Microsoft Office 2010
• SCCM, Citrix/Terminal Services, Google Apps, VPN and remote environments.
• TCP/IP, DNS, WINS, Print Servers, DHCP, LAN, wireless, Active Directory, Cisco Call Manager, etc.

Excellent written and verbal communication, interpersonal, and leadership skills; ability to work effectively with all organizational levels within a culturally diverse environment.

Required to work an after-hours rotation as needed to meet project deadlines, system maintenance, work assignments, repairs or to address emergencies: including “after-hours,” nights, weekends, and holidays.

Experience in a manufacturing environment preferred.

Must be physically able to safely lift and move full-tower PCs, desktop printers, and LCD monitors.

Technetics Group is part of EnPro Industries, a $2B global diversified manufacturer with more than 5,000 employees worldwide and over 50,000 customers in 100+ countries. We're widely known for our Dual Bottom Line culture where we seek to enable the full release of human possibility and individual development while achieving strong financial returns. We invest in our employees and provide opportunities for them to make a difference while building a culture that reflects our core values of safety, excellence, and respect. We offer generous benefits and competitive compensations packages that reward on target performance and profitable growth. Please apply to learn more about this exciting opportunity.

Required Skills Required Experience