It Operations End User Support

IT Operations Analyst - AST

Enpro is currently seeking an IT Operations Analyst to join our Advanced Surface Technologies (AST) Infrastructure Team based in Boise, ID.  The selected candidate will support the management of the End Users including on-site and remote support for all laptops, desktops, printers, and other computing devices. The candidate will also be the escalation point for complex problems requiring expert technical knowledge and understanding of business requirements. This role will contribute to the direction, selection of products and services, planning, and implementation of technology for the End User environment. The candidate will work in compliance with Enpro IT policies with respect to security, access management and change management. They will be responsible for the execution of IT controls such as user onboarding/offboarding, system backup monitoring, and system monitoring, and will serve as a point of escalation for the End Users.   

Responsibilities of the IT Operations Analyst:

• Diagnose and resolve system problems.
• Provides all levels of technical support required as well as expert level at the point of escalation for End Users and service desk team members.
• Troubleshooting, maintaining, and upgrading IT infrastructure including PC products, servers, network, Wi-Fi, and other hardware/software 
• Complete new PC implementations and relocations
• Must be physically able to lift and move full-tower PC’s, desktop printers, and LCD monitors.
• Ensure environment is secure and appropriate recovery and redundancy issues are addressed.
• Provides users one-on-one training.
• Assist with technical documentation and contribute to the creation and publishing of Knowledge Base articles used by all levels of support.
• Ability to prioritize work activities with team and collaborate with other teams to deliver the best solution to the End Users and achieve service level requirements.
• Creates, maintains, and documents processes and procedures following standards and policies, including configuration and change management.
• Ensures utilizations of the service management tools for logging, managing, and resolving incidents and requests.
• Work across global teams to create common processes and procedures, which contribute to continuous improvement on the service delivery levels for all IT support.
• Customer-service focused at all times while holding others accountable for the same.
• 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.
• Provide on-call technical support as needed.
• Required to work an after-hours (nights, weekends, and holidays) rotation as needed to meet project deadlines, perform maintenance, or to address emergencies.

Required Qualifications of the IT Operations Analyst:

• Minimum of 1-3 years’ experience in a hands-on technical role.
• Experience, knowledge, and troubleshooting skills in the following technical areas:
  • Administering enterprise environments with Windows 7/10/11 and Office 365
  • SCCM, Citrix/Terminal Services, VPN, and remote administration.
  • TCP/IP, DNS, 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.
• Working technical knowledge of current systems software, protocols, and standards, including DHCP, DNS, TCP/IP, and Active Directory.
• Working knowledge of local area network administration.
• Hands-on software and hardware troubleshooting experience.
• Ability to conduct research into software or hardware issues and products as required.
• Experience working in a team-oriented, collaborative environment.
• Strong interpersonal and oral communication skills.
• Highly self-motivated and directed.
• Keen attention to detail.
• Proven analytical and problem-solving abilities.
• Adept at reading, writing, and interpreting technical documentation and procedure manuals.
• Ability to present ideas and solutions in user-friendly language.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Strong customer service orientation.
• Ability to maintain pleasant working relationships.
• Ability to perform multiple tasks simultaneously. 

Preferred Qualifications of the IT Operations Analyst:

• Degree in computer related field or equivalent technical training
• Certifications are a big plus A+, Net+, MCSA/MCSE, MCTS, Security+, CCENT, CCNA, CCNP, AWS.
• Experience with supporting cloud environments (AWS, Azure)
• Experience in manufacturing environment