IT Operations Analyst

Job Summary & Job Duties

Provides technical support and management of the end users including on-site and remote support for all laptops, desktops, printers, and other computing devices. Is the escalation point for complex problems requiring expert technical knowledge and understanding of business requirements. This role may contribute to the direction, selection of products and services, planning, and implementation of technology for the end user environment. Assist Infrastructure team where applicable with a variety of technologies. Strong customer service skills, willingness to learn and grow, and a sense of urgency and accountability are all requirements for this role.  This position is located on-site at our Charlotte headquarters.

Main Tasks/Responsibilities

• Provides all levels of technical support required as well as be the point of escalation for other IT Operations resources & Global Service Desk team members.
• Assists in prioritizing work activities across the team to achieve service levels requirements.
• Creates, maintains, and documents processes and procedures following standards and policies, including configuration and change management.
• Ensures utilization of the service management tools for logging, managing, and resolving incidents and requests.
• Provide users one-on-one technology training.
• Assist with technical documentation and contribute to the creation / publishing of Knowledge Base articles used by all levels of support.
• Troubleshooting, maintaining, and upgrading IT infrastructure including PC products, servers, network, WiFi, and other hardware/software.
• Complete new PC implementations and relocations.
• Must be physically able to safely lift and move full-tower PCs, desktop printers, and LCD monitors.
• Work across global teams to create common processes and procedures, which contribute to continuous improvement on the service delivery levels for all IT support.
• Maintains a best-in-class customer-service focus and attitude at all times, and holds others accountable for the same.
• Final point of contact for all escalated resolutions.
• Ability to prioritize activities and collaborate with other teams to deliver the best solution to the end users; is able to influence without authority.
• Excellent problem solving/analytical skills and proven ability to form effective, customer-oriented business partnerships.
• Excellent communication and interpersonal skills, and ability to work effectively with all organizational levels within a culturally diverse environment.

Minimum Qualifications

• Minimum of 5 years’ experience in a hands-on technical role.
• BS/BA in computer science, computer engineering or relevant field preferred
• Certifications are a big plus, A+, Net+, MCSA/MCSE, MCTS, Security+, CCENT/CCNA/CCNP.
• Expert / industry-leading experience, knowledge, and troubleshooting skills in the following
  technical areas:
  • Administering enterprise environments with Windows 7/10 and Microsoft Office 2010
  • SCCM, Citrix/Terminal Services, Google Apps, VPN and remote environments.
  • TCP/IP, DNS, WINS, Print Servers, DHCP, LAN, wireless, Active Directory, Cisco Call Manager, etc.
• Excellent written and verbal communication, interpersonal, and leadership skills; ability to work effectively with all organizational levels within a culturally diverse environment.
• Able to work after-hours as needed to meet project deadlines, system maintenance, work assignments, repairs or to address emergencies.
  • Including “after-hours,” nights, weekends, and holidays.
    
    

Preferred Qualifications

• Experience in a manufacturing environment.

Enpro is a leading industrial technology company using material science to push boundaries in semiconductor, life sciences, and other technology-enabled sectors. We are a leader in sealing technologies, advanced surface technologies, and highly engineered materials. Our products and services are sold into more than 40 distinct end-markets that touch our lives every day – from food and pharmaceutical facilities to semiconductor clean rooms, from agricultural robots that help grow your food to last-mile technologies that deliver it to your doorstep, from commercial aviation to space exploration, and much more in between. Our commitment to innovation, quality, and value has propelled our brands to wide recognition and leading positions in their markets.

Enpro is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law