Analyst-IT- Support

'Tools/Technology - Deployment, configuration, and support of in scope applications for end users. - Under supervision, participate in trouble-shooting and resolution of larger IT issues. - Local hands and partnership with site, feet on the ground support to other IT teams with technology. Process - Follow IT Service Management (ITSM) processes:change management, incident management, request management, problem management, and project management to serve end users and maintain high levels of performance in achieving service level agreements. - Participate and update in the annual refresh of IT disaster recovery plan, as well as walkthrough of plan with stakeholders if required. - Participate in application, infrastructure, security, operational excellence initiatives, and support activities as needed. - Assist in efforts related to root cause analysis and problem management as needed. - - Adhere to Lean Daily Management (e.g. 5S - clean workplace initiative, RCA) - Participate in the Risk Assessment & Profit Planning Process. - Participate in internal audits related to IT processes, procedures, software, and systems. - Adhere to company policies and procedures always, including, but not limited to: ethics, data protection, information security, human resources, and compliance policies and procedures. People - Liaison between IT and users to drive IT standards. - Share information about standards, policies and best practices with end users to increase user satisfaction. Associate degree or high school diploma plus 2 years IT experience required. '- Intermediate knowledge of MS Windows Operating Systems - Intermediate knowledge of MS Office Suites - PowerPoint, Excel, SharePoint, Outlook - Intermediate knowledge of other IT infrastructure - network, servers, storage- Ability to adapt and learn; to support complex IT environments that may contain various operating systems, desktop, network, phone, and mobile technology - IT Service Management (ITIL) -Incident Management, Request Fulfilment, Problem Management, and Change Management - Ability to relate well to people at all levels of the organization