It Operations Helpdesk Analyst (Romulus, Mi)

Job Description:

• The IT Operations Helpdesk Analyst provides IT phone support for all internal employees at Envista locations globally and local support. Ensures that all phone support calls are logged, resolved, or are forwarded to the proper group for resolution. Responsible for PC configurations, imaging, ongoing system updates and maintenance. LAN/WAN network troubleshooting, and vendor coordination. This person will be responsible for supporting numerous other third-party applications, e.g., Microsoft Dynamics, SAP, Oracle, etc
• Essential Duties and Responsibilities
  
  • Demonstrates Customer Service & Troubleshooting skills with composure and professionalism in-person, on the phone, and in writing.
  
  
  • Takes users issues and requests via phone, walk-up, email, and ticketing system.
  • Documents issues and requests into the help desk ticketing system then either resolves or escalates to the appropriate resource.
  • First level troubleshooting of laptops, desktops, servers, network related or attached systems.
  • Listens and responds to customer needs.
  • Uses critical thinking to resolve customer issues.
  
  
  • Recommends or performs minor remedial actions to correct problems.
  • Maintain Active directory user account and security consistency.
  • Escalate and redirect help desk Incidents to the appropriate technical resources.
  • Troubleshoot MS and Enterprise software application issues.
  • Provide support for LAN, remote (VPN, Citrix) access, and resolve basic email connectivity issues.
  
  
  • Installation and maintenance of Windows based PC/Laptops in an enterprise environment.
  • Configure/Troubleshoot and install laptops, workstations, scanners, printers, faxes, mobile phones, iPads and all technology-based peripherals physically and remotely.
  • Responds to client inquiries concerning systems operation and diagnoses system hardware, software, and operator problems.
  • Installing software patches as needed and eradicating spyware/viruses.
  • Assists with upgrade implementations, application support, and network infrastructure expansions.
  
  
  • Performs preventive maintenance and repairs.
  • Provides updates, status, completion information to manager, problem request tracking system, and/or users, via e-mail, voice mail, or in-person communication with written documentation.
  • First level helpdesk support
  • Use discretion to prioritize and complete end user requests for support.
  • Performs other duties as assigned.
  
  Competencies
  
  • Sense of Urgency: IT issues usually start at the IT help desk. Must understand and direct the team to address issues by the required SLA timeline. There are times where critical business functions depend on IT products and services working as soon as possible.
  • Communication: There are always multiple activities and projects working simultaneously where clear and concise communication is necessary to avoid confusion.
  • Customer Focus: The IT Helpdesk and Tech Support team exists to support our customers, the internal computer users. We will provide the level of service that insures as little down time as possible for the business.
  • Teamwork: The IT Operations team consists of several local and remote resources where a team atmosphere is of the utmost importance to be able to work as one group spread out across North America.
  • Soft Skills- The ability to engage customers verbally in a professional manner
  • Self-Starter - The ability to be sufficiently motivated or ambitious to start a new task or project independently.

Job Requirements:
Qualifications:

• Ability to troubleshoot and correct a wide array of IT enterprise user problems.
• Knowledge of computer hardware and software
• Ability to receive and utilize training proficiently to implement in the work environment.
• Working knowledge of Cisco/Avaya phone systems desired
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience:

• Associate's degree (A. A.) or equivalent from two-year college or technical school; or 1-2 years related experience and/or training; or equivalent combination of education and experience.
• Bachelor's Degree preferred

Language Ability:
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, reference materials and procedure manuals. Ability to write reports and correspondence. Ability to speak effectively before groups.
Math Ability:
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.
Reasoning Ability:
Ability to solve problems and deal with a variety of concrete variables in situations where only limited standardization exists.
Computer Skills:
To perform this job successfully, an individual should have knowledge of troubleshooting a PC environment, Internet software, spreadsheet and word processing software, operating systems, advanced knowledge of computers, networking and peripheral hardware.
Certificates, Licenses, Registrations:
Desirable but not required MCSE, A+, Network +, CCNA
Supervisory Responsibilities:
This job has no supervisory responsibilities.
Work Environment:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job the employee is frequently required to sit. The employee is frequently required to walk. The employee is occasionally required to lift up to 50 pounds.
Personal Trait Profile

• Self-sufficient

• Enthusiastic
• Team orientation (knows when to lead and when to follow)
• Lives the "continuous improvement" philosophy and can drive change successfully.
• Logical and creative thinker
• Poised, strong personal impact.

• Confident
• Ability to influence others - credible.
• Ability to articulate the EBS philosophy.
• Facilitation skills

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Operating Company:
Corporate
Envista and all Envista Companies are equal opportunity employers that evaluate qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. The "EEO is the Law" poster is available at: http://www.dol.gov/ofccp/regs/ compliance/posters/pdf/eeopost.pdf.
Envista and its family of companies (Envista) will not accept unsolicited resumes from any source other than directly from a candidate. Envista will consider unsolicited referrals and/or resumes submitted by vendors such as search firms, staffing agencies, professional recruiters, fee-based referral services and recruiting agencies (Agency) to have been referred by the Agency free of charge and Envista will not pay a fee for any placement resulting from the receipt such unsolicited resumes. An Agency must obtain advance written approval from Envista's internal Talent Acquisition or Human Resources team to submit resumes, and then only in conjunction with a valid fully-executed contract approved by the Global Talent Acquisition leader and in response to a specific job opening. Envista will not pay a fee to any Agency that does not have such agreement and written approval in place.