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IT Operations Analyst

Charlotte, North Carolina Enpro Industries

IT Operations AnalystLocation: Charlotte, North Carolina US

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Job Number:23017

Position Title:

External Description:Job DescriptionObjectives of the position:Provides technical support and management of the end users including on-site and remote support forall laptops, desktops, printers, and other computing devices. Is the escalation point for complexproblems requiring expert technical knowledge and understanding of business requirements. This rolemay contribute to the direction, selection of products and services, planning, and implementation oftechnology for the end user environment. Assist Infrastructure team where applicable with a variety oftechnologies. Strong customer service skills, willingness to learn and grow, and a sense of urgency andaccountability are all requirements for this role.Main Responsibilities: Provides all levels of technical support required as well as be the point of escalation for other ITOperations resources & 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 resolvingincidents and requests. Provide users one-on-one technology training. Assist with technical documentation and contribute to the creation / publishing of KnowledgeBase 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.o Must be physically able to safely lift and move full-tower PCs, desktop printers, andLCD monitors. Work across global teams to create common processes and procedures, which contribute tocontinuous 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 othersaccountable 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 theend users; is able to influence without authority. Excellent problem solving/analytical skills and proven ability to form effective, customer-orientedbusiness partnerships. Excellent communication and interpersonal skills, and ability to work effectively with allorganizational levels within a culturally diverse environment. Able to work after-hours as needed to meet project deadlines, system maintenance, workassignments, repairs or to address emergencies.o Including ‘after-hours,’ nights, weekends, and holidays. Experience in a manufacturing environment preferred.Qualifications, skills & expertise: 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 followingtechnical areas:o Administering enterprise environments with Windows 7/10 and Microsoft Office 2010o SCCM, Citrix/Terminal Services, Google Apps, VPN and remote environments.o TCP/IP, DNS, WINS, Print Servers, DHCP, LAN, wireless, Active Directory, CiscoCall Manager, etc. Excellent written and verbal communication, interpersonal, and leadership skills; ability to workeffectively with all organizational levels within a culturally diverse environment.Job LocationCharlotte, North Carolina, United StatesPosition TypeFull-Time/Regular

City:Charlotte

Location_formattedLocationLong:Charlotte, North Carolina US

State:North Carolina

Community / Marketing Title:IT Operations Analyst

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