Roster - IT Analyst (Windows Environment and Service Desk) - Analyste informatique (environneme[...]

WHO; Lyon; Sur place; EUR 35 000 - 50 000; Plein temps

Résumé du poste

A leading global health organization in Lyon seeks an IT Support Specialist. Responsibilities include service desk management, Windows environment administration, and ensuring effective IT support for staff and visitors. Candidates should have at least three years of experience in IT support, proficiency in Microsoft Windows and Active Directory, and the ability to work flexibly and autonomously.

Qualifications

• Minimum of three years’ experience within an IT environment, preferably in a support role.
• Experience managing user accounts in Active Directory environments.
• Knowledge of ITIL certification is desirable.

Responsabilités

• Manage service desk and provide IT support.
• Ensure continuity of IT services and troubleshoot incidents.
• Collaborate with ITS colleagues to enhance user experience.

Connaissances

Excellent knowledge of Microsoft Windows desktop operating systems

Excellent knowledge of end user desktop computing environments

Ability to work autonomously

Ability to prioritize a variety of IT problems

Tact, professionalism and flexibility

Formation

Completion of a secondary school education plus two years of specialized studies

Outils

Microsoft Office 365

Windows Server

Active Directory

Microsoft PowerShell

SCCM

Description du poste

Description of Duties

Under the direct supervision of the ITS head, the incumbent is responsible for providing a range of services related to service desk and Windows environment and desktop administration.

Summary of the assigned duties:

Responsibilities

• Service Desk Tasks
• In collaboration with the ITS team, establish best practices for the IT support processes.
• Manage the delegation of the first and second levels of support to the designated support service. Ensure that requests and incidents match with the services catalogue, and that Service Level Agreements (SLAs) are respected.
• Ensure continuity of levels 1 and provide second level IT support to the personnel and visitors of the Agency. Act as an escalation point for incidents and service requests related to IT services. Escalate to service managers for level 3 supports.
• Act as a liaison between IARC users and IT support teams to facilitate efficient support and maintenance.
• Act as focal point for the ITS documentation. Validate, and enrich the knowledge base and the documentation with the contribution of the service manager and IARC users, targeting self-service (zero level support).
• Ensure traceability, accuracy, completeness and classification of incidents and service requests in the IT management system, this includes:
• a. Analyze historical records to identify trends, weaknesses, and improvement areas. Diagnose root cause problems underlying recurring incidents.
• b. Apply corrective measures, in consultation with service managers and supervisors. Report regularly on trends to the ITS team.
• Collaborate with ITS colleagues to promote harmonized digital workplace experience for IARC users to smoothen adoption and reduce diversity of cases and minimize support complexity.
• Share knowledge and tips during intervention and updating related supporting documents to maintain IT literacy level across the Agency.
• Help articulate Agency-wide learning and education activities such as user training in collaboration with other IT team members.
• Perform any other related duties as assigned by the supervisor.
• Windows Environment and Desktop Computing Administration Tasks
• Responsible for all the tasks related to the daily operation, maintenance and disaster recovery of:
• a. the IARC Windows Domain controllers and associate functions (Active Directory, DNS, DHCP, GPOs)
• b. the Microsoft Windows based servers
• c. the Microsoft workstations.
• Responsible for installation and administration of the Apple computers (Macs).
• In collaboration with Head of IT, responsible for the administration and response to the security incident related to the Endpoint Detection and Response (EDR) security system of the Agency. (no operating systems restricted).
• Responsible for the procurement and deployment of IT user equipment following the guidance of the IARC Procurement and IT policies. Responsible for the preparation of IT equipment needed during specific events at the Agency. IT focal point contact for Laboratory IT equipment new project request.
• Along with the other ITS team members, participate in the new and ongoing ITS projects for the Agency, as assigned by supervisors.
• Serve as a backup for the Service Desk Analyst providing first and second level IT support to all personnel and visitors of the Agency.
• Perform any other related tasks assigned by the supervisor.

WHO COMPETENCIES

• Technical Expertise
• Producing results.
• Moving forward in a changing environment.
• Teamwork.
• Communication.

SKILLS

Essential :

• Excellent knowledge of Microsoft Windows desktop operating systems, Microsoft Office 365 suite.
• Excellent knowledge of end user desktop computing environments and a clear understanding of client server communications.
• Excellent knowledge of Windows Server, Active Directory, group policies
• Ability to work autonomously and to prioritize a variety of IT problems.
• Ability to independently prioritize own tasks.
• Tact, professionalism and flexibility in assisting others.
• Keen interest in keeping current in IT news and developments.
• Desirable :

REQUIRED QUALIFICATIONS

EDUCATION

Essential : Completion of a secondary school education, plus two years of specialized studies in computer science, information technology or relevant field recognized by a diploma (BTS, DUT, license, license pro or equivalent).

Desirable : Information Technology Infrastructure Library (ITIL) certification; University degree in computer science, information technology or relevant field.

PROFESSIONAL EXPERIENCE

Essential :

• Minimum of three years’ experience within an IT environment, preferable in a support role and / or Windows environment and desktop computing administration role.
• Experience in :
• o User account management in Active Directory environments.
• o Microsoft PowerShell and automation technologies.
• o Information Technology Service Management (ITSM) solutions.
• o Experience with major brands of desktop and laptop solutions ( Dell, HP, Lenovo).
• o Writing end user documentation and solution guides.
• Dedicated for Windows end user : Experience of using and migrating user data as well as maintaining and managing Microsoft System Center Configuration Manager (SCCM).
• Desirable :
• Experience in one or more of the following areas :
• Veeam Endpoint backup and / or Veeam backup and replication software.
• MacOS and / or Linux desktop environments.
• Microsoft InTune and Mobile Device Management.
• Trouble ticket tracking solution.
• Working in English language with users from different countries and cultures.

USE OF LANGUAGE SKILLS

Excellent knowledge of English or French with intermediate knowledge of the other language.

OTHER CONSIDERATIONS

Moving end-user computing equipment around the Agency.