IT Technical Support Analyst

Precision Castparts - Bedford Heights, OH

Full-time - Entry Level

Bedford Heights, OH

10,001+ employees

Primary Metal Manufacturing

About the position

The IT Technical Support Analyst at Precision Castparts Corp. plays a crucial role within the IT Global Service Center, serving as the primary point of contact for frontline IT support services for the Metals and Energy Groups. This position emphasizes exceptional customer service and focuses on managing end-user devices, providing network and application support, and overseeing access management and customer account administration. The analyst is responsible for promptly responding to IT-related incidents reported via phone, ticket, or email, ensuring that all incidents are accurately documented. In addition to incident management, the analyst creates Standard Operating Procedures (SOPs) for standardized work performed by the IT Global Service Center. They facilitate problem resolution by reviewing ticket assignments, gathering additional information, updating case information, and proactively providing status updates to customers. The role also involves provisioning and deprovisioning user accounts and security access across all PCC Metals platforms, imaging and delivering computers, software, and peripheral equipment, and maintaining the daily monitoring and availability of computer systems, including both software and hardware. The IT Technical Support Analyst enforces IT policies, procedures, and standards to ensure compliance with company objectives and systems security. They act as a key escalation point for critical problems and customer complaints, building relationships with customers to understand their needs and provide effective solutions. The analyst is expected to maintain effective communication with the IT organization, customer base, and leadership, while also reviewing processes to identify efficiencies and automation opportunities. Additional responsibilities include acting as a point of contact for outside vendors, assisting with site, network, server, and telecommunications administration, and providing after-hours support when necessary. The role may require travel to various PCC Metals and Energy locations and participation in an on-call rotation.

Responsibilities

• Promptly respond to all IT-related incidents presented to the IT Global Service Center via phone, ticket, or email.
• Ensure accurate documentation of incidents is recorded.
• Create SOPs for standardized work performed by the IT Global Service Center.
• Facilitate problem resolution by reviewing ticket assignments and gathering additional information.
• Provision and deprovision user accounts and security access within all PCC Metals platforms.
• Image and deliver computers, software, and peripheral equipment.
• Monitor, maintain, and ensure the availability of computer systems, including software and hardware.
• Enforce IT policies, procedures, and standards to ensure conformity with company objectives.
• Act as a key escalation point for critical problems and customer complaints.
• Build relationships with customers to understand their needs and provide solutions.
• Maintain effective communication with the IT organization, customer base, and leadership.
• Review processes and identify efficiencies and automation opportunities.
• Configure new hardware and software as applicable.
• Troubleshoot and solve complex technical issues for end-users and IT customer bases.
• Triages critical outages to resolution.
• Act as point of contact for outside vendors, contractors, and consultants.
• Assist with site, network, server, and telecommunications administration and support as needed.
• Provide after-core hours support when required.
• Participate in on-call rotation and be available to work at PCC Metals and Energy locations when required.

Requirements

• Recognized qualifications in Computer Science, Business, or a related discipline, or equivalent experience.
• 2-5+ years of analytical job experience in an Information Technology organization.
• 2-5+ years of systems administration or technical support analyst experience.
• Technical understanding of internetworking architectures and client/server computing architectures.
• Experience with desktop/laptop operating systems and business productivity applications.
• Experience with Incident Management systems is desirable.
• 2+ years' experience with MS Office and Active Directory.
• PowerShell/MDM/SIEM experience is desirable.

Nice-to-haves

• Familiarity with Cyber Ark Vendor and Contractor Management.
• Experience with Privileged Access (Servers/DB's/Applications).
• Knowledge of SCCM Security and Lansweeper Administration and Maintenance.
• Experience with ITSM Administration and Maintenance.

Benefits

• Full-time position with competitive salary.
• Opportunities for professional development and training.
• Access to a global network of IT professionals.
• Participation in a collaborative team environment.