IT Support Analyst

Location: Cranbury
Posted on: April 25, 2024

Job Description:

We have an IT Support Analyst job opportunity we are looking to fill in the Hamilton, NJ area.  This IT Support Analyst job will be responsible for providing efficient and effective services and support to all business units of the enterprise.  They will be acting as an interface between IT and internal / external customers / external suppliers to facilitate a single point of contact.  They will also be reducing the burden on global architecture, applications, infrastructure teams and resources and to ensure smooth operations of products and services provided by Information Technology to work in a highly creative, dynamic, and innovative team environment.  
 
The IT Support Analyst job responsibilities include:
• Day to day operation of Service Desk function including direct call handling, Incident Management, Access Management, Event Management, Problem Management & Request Fulfilment
• Delivery of first and second level support to customers and execution of Duty Manager role; monitoring, prioritization, categorisation, documentation, processing and distribution of all incoming requests filtered by criticality and business impact
• Creation of training material, documentation and manuals; documentation of records for recurring errors and relevant procedures for problem resolution within the Known Error Database (KEDB)
• Maintenance and administration of Configuration Management Database (CMDB) to ensure appropriate execution of Asset & Configuration Management process; documentation of all relevant Configuration Items (CIs)
• Ensure compliance, protect and contribute to further development of corporate standards, best practices and procedures
• Installation, deployment and maintenance of global end user environment including services, software and hardware components (peripherals, software, printers, telephones, faxes, scanners, etc.)
• Execution of day-to-day IT operational and data center related tasks; end-to-end monitoring of Information Technology systems, components and services; escalation of performance deviations.
• Contribution to regional and global IT initiatives and projects as required by IT and business units
 
Social Interaction
• Will regularly interface / work directly with internal customers, IT stakeholders & colleagues, external partners and suppliers
• Will work collaboratively with the global IT Service group to deliver state-of-the-art service and support throughout the organization under direction of the Teamleader Service & Support
• Maintenance of a standard multi-language base image which will provide zero touch deployment on a wide range of client hardware.  
• Packaging of applications for regional, site and business specific tiers.  
• Integration of Shavlik SCUPdates for patch management.
• Automation of user profile and data migration to facilitate low touch hardware refreshes.
• Global Inventory of client device and asset management.  
• Development of System Center reports aligned with internal metrics and key performance indicators.
• Support of third party applications.
• Assessment and Implementation of a Mobile Device Management Platform.
 
Requirements
• Microsoft Office suite; Microsoft Windows and Windows Server portfolio; Active Directory, Microsoft Forefront, Microsoft SCCM, WSUS
• Desktop applications (Cisco AnyConnect VPN client, Lotus Notes, Cisco IP Communicator and other relevant software)
• Data center & infrastructure applications (VMWare, Cisco CallManager, ArcServe, Lotus Domino, Sametime, Dell OpenManage, etc.)
• IT Service Management & remote administration tools  
• Oracle J.D. Edwards EnterpriseOne and other business applications
 
Education and Training
• 5+ years working experience in Service & Support functions of Information Technology
• Foundation certification in ITIL service management and comprehensive understanding of IT Service Management best practices, processes and functions
• Additional vendor certifications from cornerstone vendors such as Cisco (CCNA), Microsoft (MCP) and VMWare desired
• Experience in working within a global context
• Strong customer service orientation
• Sharp mind-set and capability for analysis and judgment
• Knowledge of LAN, WAN, networking, data center and voice-over-IP fundamentals
• Extensive knowledge of Microsoft desktop and server product portfolio
• Experience with software licensing and Asset Management
 
Soft Skills
• Capability to prioritize and execute tasks in a high pressure environment with competing requirements
• Excellent interpersonal and professional communication skills
• Ability to work in a team
• High level of due diligence, energy, commitment and intelligence
• Flexibility essential with requirement for working in shifts and out-of-hours on occasion, often at short notice
 
Our client is actively seeking qualified candidates to fill this IT Support Analyst job.  They are on a timeline and are reviewing resumes as they become available.  If qualified and interested in this position, please apply today!  All resumes are being reviewed upon application.
 
Apply below! And, thanks for partnering up with MODIS!
 

Keywords: , Sayreville , IT Support Analyst, IT / Software / Systems , Cranbury, New Jersey