IT Business Analyst

TekWissen ®; Decatur (AL); On-site; USD 65,000 - 95,000; Full time

Job summary

TekWissen is seeking an experienced IT support professional to lead end-user support for a large enterprise environment. The role involves coordinating desktop deployments, asset management, and 2nd-line incident resolution with a focus on security and compliance.

You will work across remote and on-site locations, maintain documentation, and provide training to end users while complying with client policies and SLAs. A National Agency Check is required for this federal-adjacent position.

Qualifications

• Five years of related work experience.
• Technical support in multi-tier applications supporting up to 3,000 end users.
• Proficiency with Windows 10/11 and Microsoft Office 365.
• Knowledge of LAN, DHCP, DNS, and TCP/IP.
• Ability to learn new technologies and create instructional documentation.
• Strong verbal and written communication skills.
• Ability to support remote locations.
• Ability to lift up to 35 lbs. and perform physical tasks.
• Willingness to undergo a National Agency Check with Inquiries (NACI).

Responsibilities

• Leads machine tool integration for NC program file transfer and data collection.
• Provides documentation and cross-trains deskside technicians for 24/7 support purposes.
• Maintains currency and compliance by coordinating hardware, OS and software upgrades.
• Supports the Controls Engineering Group and troubleshoots production hardware and software.
• Attends design/integration meetings and coordinates IT requirements with customers.
• Familiar with machine control interface and network configurations.
• Applies enterprise cyber security practices to SCADA networks and tool integration.
• Troubleshoots client desktops, networks, and servers as incidents are logged.
• Manages incidents/requests in ServiceNow within defined SLAs.
• Deploys desktops and peripherals and records assets per standards and procedures.
• Maintains equipment rooms and conference room facilities to mitigate risk.
• Develops and improves processes to maximize team efficiency.
• Provides training and guidance to end users.
• Delivers weekly and daily reports as needed.
• Performs additional duties as required.

Skills

5+ yrs exp

Technical support

Remote end-user support

Windows 10/11

Office 365

Network troubleshooting

Documentation

Communication skills

Asset management

NACI background check

Tools

ServiceNow

Cisco ICND

Job description

TekWissen is a global workforce management provider headquartered in Ann Arbor, Michigan that offers strategic talent solutions to our clients worldwide. Our client, is a worldleading cancer treatment and research institution based in Manhattan, New York. Founded in 1884, Our client is now a premier National Cancer Institute-designated comprehensive cancer center. Its integrated care model bridges personalized patient treatment with innovative translational research in cancer biology, immunology, cell biology, and more. The institution remains committed to "ending cancer for life" through toptier clinical care, ambitious research programming, and ongoing clinical trials.

Job Description:

Duties :

• Leads machine tool integration for NC program file transfer and data collection for all factory floor systems.
• Provides documentation/instructions for integrated systems and cross trains deskside technicians for 24/7 support purposes.
• Maintains currency and compliance by coordinating and executing hardware, operating system and software upgrades including license renewal.
• Supports the Controls Engineering Group, trouble shooting for production hardware, and software procurement selection and installation.
• Attends machine design planning/integration meetings and coordinates IT requirements with customers to ensure integration is compliant and on schedule.
• Familiar with machine control interface and network configurations.
• Working knowledge of enterprise cyber security and how it applies to SCADA network and machine tool integration.
• General troubleshooting of Client desktop computing, network, and server environments based on incidents and service requests logged via the tier one service desk.
• Management and resolution of all 2nd line incidents and requests assigned to their queue in ServiceNow.
• Manage all assigned incidents/requests according to defined SLAs (within specific regions) - ensuring 100% adherence to Client policies and procedures.
• Deploy desktop computers and peripherals as well as recording and tracking assets during deployment according to standards and workflow procedures.Troubleshooting a range of technology investigating, diagnosing faults, and working through to resolution.
• Ensure the maintenance of all local equipment rooms and conference room facilities mitigate risks arising from audit fire, safety or other risk assessments.
• Develop, review and improve processes to maximize efficiencies within the team.
• Exhibit a flexible approach to working and provide coverage where necessary.
• Provide training and guidance to end users.
• Provide weekly & daily reports as appropriate.
• May perform such other duties as the supervisor requires.

Minimum Qualifications

• Five years of related work experience.
• Technical support experience in multi-tier applications, including remote end-user support, to 3,000 end users in small-large scale enterprise environment required.
• Extensive knowledge of the latest MS Software Applications including Windows 10/11, and Microsoft Office 365.
• Knowledge of Local Area Networks, DHCP, DNS, and TCP/IP protocol.
• High level of proficiency and knowledge of working in a Corporate IT environment.
• Experience troubleshooting hardware (desktops, laptops, monitors, printers) and software errors and failures.
• Solid understanding of hardware and software asset management processes.
• Ability to learn, understand, and apply new technologies and equipment while also being able to generate instructional documentation.
• Demonstrated communication skills, both verbal and written.
• Ability to support remote locations.
• Deploy desktop computers and peripherals as well as record and track assets during deployment according to standards and workflow procedures.
• Maintain regional service excellence by providing customers with regClientr updates throughout the management of their incidents and requests.
• Ability to lift up to 35 lbs., bend, kneel, squat, stoop, work overhead, reach above shoulder level, sit, stand, walk (sometimes on uneven surfaces), and climb.
• Ability to obtain and maintain a minimum of a National Agency Check with Inquiries (NACI) which is a basic background investigation conducted for federal employees.

Preferred Qualifications

• ServiceNow platform for CMDB, service request, incident, problem, and change management.
• CompTIA Security+, A+, Network+ or similar certifications.
• Cisco ICND part 1 and part 2.
• Basic familiarity with industrial controls: Siemens, Fanuc, or Cincinnati Milacron.
• Ability to obtain and maintain a DOD Security Clearance.

TekWissen® Group is an equal opportunity employer supporting workforce diversity.