Watlow
Job Title: Information Technology (IT) Technical Support Analyst
Position Title: Information Technology (IT) Technical Support Analyst
Discipline: NA
Level of Contribution: Applying
Functional Area: IT
FLSA Classification: Exempt
AAP Job Group: 2B- Other Professionals
Reports to: IT Manager
Direct Reports: None
EEO-1 Category: 2 Professionals
Job Position Summary:
Provides desktop support troubleshooting and resolving routine hardware, software and user issues with desktop, laptop and printers.
Functional Contribution (Contribution Matrix):
• Executes transactions
• Works under the general direction of a more seasoned team member
• Routes questions to the appropriate person
• Demonstrates a willingness to learn
• Adheres to policies, procedures, and best practices
• Fundamental knowledge of computer systems
• Process Improvement participation
• Demonstrate knowledge with computer systems
• Provides excellent customer service
• Models Watlow Way (WW) behaviors, principles, and values
• Creates positive and enthusiastic team environment
Skills, Abilities and Mastery (Responsibility Matrix):
Services:
• Analyze support logs to assess user training opportunities.
• Answers, evaluates and prioritizes incoming information systems calls from clients using Help Desk problem management and phone system technology to solve technical problems and record resolutions.
• Assist in user acceptance testing of applications to ensure accuracy, quality, and usability of new applications, modifications to existing systems as well as including disaster recovery options.
• Identifies, researches, isolates, and resolves information systems problems. Strives to perform these steps in a "one-call-and-done" manner. Troubleshoots and resolves routine hardware, software, and user problems.
• Installs client hardware and software and peripheral components.
• Maintains Asset management system to ensure accuracy of Software and Hardware assets.
• Maintains contact with outside organizations in the maintenance/ service of PC's and Printers
• Maintains problem management system for logging of incoming issues and prepares metric reports for IS support.
• Maintains records of maintenance performed and inventory of all personal computer equipment and
hardware.
• Makes personal computer repairs, or refers to service personnel.
• Perform administrative duties in a timely manner including, but not limited to, ticket creation/management for support work performed, time reporting, expense reporting, and results/status reporting.
Delivery:
• Performs one-on-one or group training sessions as required, coordinates and schedules larger training sessions, and Utilizes Watlow publications and Intranet site to promote training and shared learning opportunities.
• Participates in on call rotation.
Business Partner:
• NA
Center of Expertise (COE)
• Desktop Software support
• Microsoft Office applications
• eMail
• Telephone support
• Cell phone technologies
• Cisco IP phones
• Help desk software
• Initial software and hardware support
Education, Experience and Certification Requirements:
• Associates Degree or 1-3 years related experience
Contact point for the job:
Name: Ms Lili Sharhani/Ms Nurulizzati
Email: [email protected]