User Support Analyst

Description

Diesel Forward, Inc. specializes in Service, Remanufacturing, and Distribution of parts and components for diesel-powered vehicles and equipment.  Our goals are to provide first-class customer service, grow profits, invest for the future of the business, proactively manage all relationships, and provide an excellent work environment for our employees.    

Job Summary

The IT team maintains the computer networks of all of the organization, providing technical support and ensuring the whole company runs smoothly. IT team monitors and maintains the company computer systems, installs and configures hardware and software, and solves technical problems. 

Duties and Responsibilities

• Installing and configuring computer hardware, software, systems, networks, printers and scanners

• Monitoring and maintaining computer systems and networks

• Responding in a timely manner to service issues and requests (Tickets)

• Providing technical support across the company (this may be in person or over the phone)

• Setting up accounts for new users

• Repairing, replacing and upgrading IT technology as necessary

• Testing new technology

• Managing ITAM (Asset Management) content as equipment goes through lifecycle

• Keen awareness of cyber security when going about these tasks

Requirements

• A technical, logical thought process

• Technical problem-solving skills

• An ability to stick to deadlines

• An ability to prioritize, delegate and escalate as needed

• A keen eye for detail

• Customer Service focus

• Solving problems and/or providing viable alternatives to customers

• Knowledge of Windows Operating Systems, Domain and User management, Group Policy, Active Directory required.  

• Experience working with and deploying/supporting all aspects of common user end points, laptops, desktops, mobile devices. 

• Familiar and experience working in IT Ticketing platforms 

• Experience providing remote management using assorted technology. 

• Knowledge imaging, patching (WSUS or other), securing user end points, and configuring new user access to network and enterprise business systems. 

• Prior experience with Cisco Wireless, provisioning VOIP user access (Cisco Call Manager), basic networking including DHCP, DNS, and general TCP/IP and AD troubleshooting desired.  

• Supporting laptops, PC’s, MS Office, O365, Windows, VPN and remote access required.

Skills Required

• Self-motivated with strong analytical, problem-solving, organization, communication, human relations, record keeping, and follow-through skills.  

• Ability to promote and maintain positive relationships.  

• Ability to work under pressure and in stressful situations while maintaining order and attention to detail. 

• Ability to read a comprehend technical content, translate if needed to end user vernacular in order to communicate effectively with customers.

Expectations for this position

• Ability to project and maintain professionalism with a diversity of people inside and outside of the company. 

• Service oriented, but assertive/persuasive.  

• Maintains a professional appearance as well as keeping their individual workspace and the shared IT workspaces organized.  

• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Qualifications needed

• Degree from two or four-year College or university preferred.  

• A minimum of 3 years of IT experience is required.  

• CompTIA, Microsoft Windows MCITP or MCSE Certification, Cisco CCNA Certifications preferred.

Performance Factors

All Diesel Forward employees shall exhibit the following

1. Attendance and dependability: The employee can be depended on to report to work at the scheduled time and is seldom absent from work. Employee can be depended upon to complete work in a timely, accurate, and thorough manner and is conscientious, about assignments.

2. Communication/listening: The employee communicates effectively and appropriately.  Uses good judgment as to what to communicate to whom as well as the best way to get that accomplished.  Listens to others and allows them to make their point.

3. Relationships with others: The employee works effectively and relates well with others including superiors, coworkers, and individuals inside and outside the company. The employee exhibits a professional manner in dealing with others and works to maintain constructive working relationships.

4. Safety and security: The employee actively promotes and personally observes safety and security procedures, and uses equipment and materials properly.

5. Quality and continuous improvement: The employee promotes organizational effectiveness by anticipating and dealing with problems. Encourages others to suggest improvements to work processes, and persistently focuses on quality, as well as on results. Seeks ways to improve productivity and effectiveness by identifying sources of mistakes and determining or suggesting a course of action to prevent their recurrence.

6. Teamwork:  The employee is a team player who contributes valuable ideas, opinions and feedback.  Communicates openly and honestly and can be counted on to fulfill commitments made to others.