What are the responsibilities and job description for the Analyst, IT Support position at Ocean Network Express?
Job Family:BPITJob Title:IT Support AnalystLocation:Naperville, IL: This position will follow a hybrid work-from-home/office model, with at least three days per week spent in the office.Role Summary:The IT Support Team supports ONE North America users by resolving technical problems and building solutions that cover a multitude of technical disciplines. This position provides both first and second level IT support, designs and implements solutions related to end-user compute, and serves as a resource to other Business Process Information Technology teams. IT Support Team members work directly with internal customers and are the primary representatives of the IT department to internal customers. Additional Responsibilities:Provide first and second level support for a variety of hardware and software issues for 900 users in the USA and Canada.Identify, research and resolve technical problemsSupport activities including problem recognition, research, isolation, resolution and follow-up with affected partiesDocument and record problem information gathering and resolution steps in a consistent and organized manner using the company’s Service Now system.Perform IT operational and maintenance tasks, as assignedPerform audits and documentation for IT inventory (hardware and software) and system accessResponsible for user registration and role setting for business systemsManage projects and other work, as assignedPrepare RFP's, bid proposals, contracts, scope of work reports, other documentation for IT projects and effortsSetup and Configure ONE Voice software, Contact Center Software, Google Workspace Enterprise Account, and Smartphones.Troubleshoot VPN, Printers, MS Windows, third-party hardware and software, and virus removal.Manage and execute clear communication of all issues, outages, and breakages to the business, Tier 2 support, and internal/external development teamsDeploy and administer technology solutionsCollaborate with Global and other regional technology teams for solutionsCore Required Skills and Competencies:Work experience demonstrating innovative solutions and the ability to multitask, high level of verbal and written communication skills, analytical skills, and team-player outlook.Highly motivated with the ability to work independently and as part of a teamAbility to evaluate data, analyze, and problem solve.Very strong communication and collaborative skills. Must be able to communicate and interact effectively with individuals across departments and across all levels, from staff to senior management.Function-Specific Required Skills and Competencies:Strong knowledge of supporting Windows 10 and 11 Laptops, iOS products, Android products, and Chromebooks.Working knowledge of Google Workspace Enterprise or demonstrate a willingness to learnExperience with and understanding of networking, SD-Wan, IT Security, and modern IT Service Management.Some travel and flexibility in work hours is required.Ability to take part in on-call rotation is required.Required Minimum Years Experience:2 years of modern systems management2 years of application and cloud service management3 years of desktop and application IT Support3 years customer service experience in IT SupportRequired Minimum Education:Technical and/or College degree preferredResumes may be submitted to: usa.onecareers@one-line.comTo learn more about Ocean Network Express NA and other available opportunities, please visit us at the below link: https://career.one-line.com Ocean Network Express provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.#JIL #ZRWhat we offer:Opportunities available with hybrid working arrangements Total rewards package including medical, dental, vision, life insurance, short-term and long-term disability, 401K plan
Salary : $40,000 - $60,000