Job Description
Reports to the Manager, Information Technology as part of the IT Infrastructure Team. This individual will be a first point of contact for all Information Technology related questions, concerns, and issues. The incumbent will interact with all levels of management and other ITW-FEG personnel. The individual must have patience, excellent interpersonal skills, strong ethics, and present a positive professional attitude.
RESPONSIBILITIES:
SUPPORT DESK
- Serve as a first point of contact for all Information Technology related questions, concerns, and issues. Work to independently troubleshoot and resolve those issues.
- Resolve complex technical challenges by interviewing the end-user, inspecting/analyzing the situation firsthand or via remote, reviewing facts and discoveries, researching and troubleshooting the issue, and then implementing enhancements to the device management process.
- Communicate/broadcast directly to the business to provide notifications and instructions with respect to downtime, outages, malware incidents, etc.
- Develop, maintain, and implement IT operational policies, guidelines, standards, and work instructions.
END-USER DEVICE MANAGEMENT
- Develop the implementation plan for the new Corporate IT Asset Management/Patch Management solution, including standard laptop images and update plan.
- Leverage Help Desk activities to provide input into enhancements to the laptop image and update process.
- Evaluate current install base to determine standard laptop and mobile device deployment for the business and manage the complete life cycle of devices from procurement to retirement.
- Regularly analyze and modify Cell Phone plans to provide optimal data capacity at the lowest cost.
SECURITY
- Champion Cybersecurity Awareness and Endpoint Protection, and guide end-users in same, to meet ITW’s cybersecurity requirements.
- Define and implement roll-out strategies for Corporate security initiatives like Multi-Factor Authentication.
- Develop and maintain an orientation program for new/existing employees for using security credentials to protect company hardware and software assets, including intellectual property and data-sensitive resources.
- Conduct annual audit of ERP end-user access, providing reports to managers for their review and approval. For International users, conduct a semiannual audit.
- Analyze and define end-user security roles. Administer user-rights/roles and secure access across a variety of platforms using multiple tools, utilities, and interfaces.
- Coordinate with IT staff from other FEG business units to provide appropriate access to hosted Sales and Marketing resources.