Senior Analyst - IT Region/Site Support

Curately AI, Inc; Narrows (VA); On-site; USD 52,000 - 78,000; Full time

Benefits offered by this job

6 paid holidays

40 hours PTO

Health insurance/401K

Job summary

Curately AI, Inc is seeking an IT Support specialist to provide end-user help desk services at our Virginia facility. You will handle incidents, fulfill service requests, and maintain desktops, laptops, and peripherals in line with policy.

Responsibilities include coordinating maintenance, deploying image updates, and assisting IT teams with security and project efforts for manufacturing environments.

Qualifications

• Strong knowledge of Windows platforms and Windows Server versions.
• Networking fundamentals including TCP/IP and related protocols.
• Experience with printers and end-user peripherals in an office/manufacturing setting.
• A+ certification or equivalent networking experience is preferred.

Responsibilities

• Resolves Level 1/2 incidents and fulfills service requests for end users per SLAs.
• Provisions and maintains end-user computing equipment and peripherals.
• Maintains network printers and conference room equipment.
• Coordinates IT maintenance and communicates planned outages to stakeholders.
• Supports IT Infrastructure and Security teams in incident response and changes.

Skills

Windows OS Administration

TCP/IP Networking

Printer & peripherals management

IT incident management

Mobile Device Management

Project coordination

A+ certification

Education

A+ certification or equivalent networking experience

Tools

HP printers

Xerox printers

Ricoh printers

Zebra printers

Job description

ShiftMonday-Friday8am-5pmBenefits6 paid holidays40 hours PTOHealth insurance/401KPosition DescriptionProvide IT support for end users, resolving incidents and fulfilling service requests while demonstrating high levels of customer service.Roles Responsibilities• Resolves Level 1/Level 2 incidents and fulfills service requests (phone, e-mail, walk-up, self-service portal) for all end users in accordance with service level targets while demonstrating the highest level of customer service• Provisions and maintains all end-user computing equipment, such as desktop/laptop hardware, software, and peripherals (monitors, headsets, docking stations) in accordance with IT operations policy and procedures• Provisions and maintains network printers, conference room equipment, digital signs, TVs, and other miscellaneous equipment.• Works with IT Endpoint Engineering team and IT Service Desk to pilot changes to image deployments involving Windows Operating system updates, patches, and hotfixes to end user computers• Works with IT Service Desk and Site Business Stakeholders to communicate planned IT maintenance requiring IT service outages, and unplanned Incident Response notifications• Escalates incidents to the appropriate IT engineering and operations resources in accordance with established IT Incident Response procedure• Monitors open support requests for accuracy, urgency, and problem resolution• Creates and maintains document repository or knowledge base of fixes, installation procedures, technical tips, and IT support documents or procedures• Provide project support for the implementation of new technologies which enable the business examples include Digital Plant, IMM, PI, MES, LIMS and other• Provides project support for the procurement and goods receipt pertaining to IT projects and Manufacturing projects which require IT-OT integration solutions.• Assist IT Infrastructure and Operations teams in efforts to tack and mange IT assets (logical and physical) which are deployed at manufacturing location• Coordinate maintenance requests and change requests from manufacturing facility maintenance provider, Power, HVAC, Fiber, and Copper cabling.• Assist IT Infrastructure engineering and operations team with Monitoring & Network Administration, including Change Management, and Incident Response.• Assists IT Security engineering and operations teams with Vulnerability Response, and Security Incident Response.Skills• Understand Safe Work Permit process• Strong knowledge of Windows platforms: Windows 10, Windows 11• Strong knowledge of networking concepts such as TCP/IP protocols• Hands-on knowledge of HP, Xerox, Ricoh, Zebra printers and copiers• 5+ years of IT-industry experience• Experience working in a manufacturing or laboratory facility• Windows Server 2019, 2022• Mobile Device Management experience• Project Coordination experience• A+ certification or equivalent networking experience