Systems Analyst II

NatureWorks   •  

Blair, NE

Industry: Professional, Scientific & Technical Services

  •  

Less than 5 years

Posted 27 days ago

Job Details

Description

POSITION PURPOSE:

The Information Technology Analyst II performs advanced, day-to-day helpdesk support calls by monitoring the standard NatureWorks IT contact methods (SalesForce Service Cloud, e-mail, support phone, instant messaging walk-up traffic or on-call support). This position is also responsible for managing and supporting various IT programs, projects and initiatives. The Information Technology Analyst II plays an active role on the Information Technology staff providing support to a global team.

The Information Technology Analyst II is responsible for supporting the Information Technology team in achieving the mission, vision and goals of the organization.

PRINCIPLE ACCOUNTABILITIES:

Helpdesk Support (40%)

  • Performs support and troubleshooting for hardware, software, mobile and office phones, printers as well as networking issues (Level 1 and 2); troubleshoots and repairs immediately if possible via remote assistance, or by working directly on the end-user's computer
  • Monitors support tickets in SalesForce Service Cloud, e-mails, IT support phone line, voicemail, instant messaging and walk-up traffic, takes appropriate action and escalates issues if necessary
  • Responsible for imaging and deployment of new computers; setting up peripheral devices for new users
  • Performs installation and maintenance of anti-virus and malware scanning tools ensuring that devices run regular scans; takes appropriate action if malicious software is found
  • Ensures end-users are aware of the status of their tickets through effective and regular communication
  • Works closely with consultants and vendors that support IT and business initiatives
  • Serves as back up for the System Analyst III
  • Participates in 24-hour IT support rotation, addressing urgent and after-hours issues from an international sales and support staff.

Server Administration (25%)

  • Serves as the primary or secondary owner and subject matter expert in various Information Technology Programs (SharePoint/Intranet Administrators, Microsoft Support Center Administration),
  • Monitors and ensures systems are functional, performs updates as necessary, trains users and makes recommendations to ensure systems are up-to-date
  • Creates and manages permissions and roles for SharePoint (Office 365) as well as account reset
  • Manages licensing and software rollouts
  • Purchases software and hardware required for users as needed
  • Serves as an alternate contact point for Plant Engineering and Production systems support
  • Assist with the network connectivity of the Plant Engineering and Production systems

Wireless Administration (15%)

  • Serves as the primary or secondary owner of the wireless networks in NatureWorks Offices; maintains and administers the support of these networks and recommends upgrades when necessary
  • Assists with supporting Smartphones

Projects (15%)

  • Collaborates with the IT Manager to identify projects to lead
  • Assists with other IT projects throughout the year

Environmental, Health & Safety Leadership (5%)

  • Operates safely within NatureWorks policies, procedures and governmental regulations and fully participates in and champions NatureWorks Environmental, Health & Safety (EH&S) Programs
  • Ensures the EH&S Programs are being followed and provides a safe working environment to our employees and customers
  • Accountable for building a strong safety culture and actively pursues it on a daily basis; identifies unsafe behaviors and conditions and intervenes to mitigate incidents

Qualifications:

Education and Experience Required:

  • Bachelor's degree from four-year college or university in Computer Science or related field
  • 3-5 years of corporate IT support experience
  • Strong understanding of Microsoft operating systems (both client and server versions, Microsoft Exchange in Office 365, server hardware, server environments, network components (specifically switches, routers, firewalls), Active Directory, network security, server backups, anti-virus/anti-Malware, mobile devices (Android, iPhone), Microsoft applications, a helpdesk environment and working as a member of an IT support team.

Education and Experience Preferred:

  • Degree in Management of Information Systems, Computer Science or related field;
  • Five+ years of corporate and manufacturing IT experience
  • Expert level knowledge of Microsoft operating systems (both client and server versions, with a higher focus onserver), Microsoft Exchange, server hardware, server environments, network components (specifically switches, routers, firewalls), Active Directory, network security, server backups, anti-virus/anti-Malware, mobile devices (, Android, iPhone), Microsoft applications, a helpdesk environment and working as a member of an IT support team
  • Experience working in a Manufacturing/Production facility

Other (knowledge, skills and abilities):

  • Ability to work successfully in a fast paced environment with rapidly changing technology
  • Ability to communicate with technical and non-technical users
  • Customer service orientated and proactive in anticipating and resolving problems while striving for as little down-time as possible for the end-user
  • Supports NatureWorks vision and values through project / team work
  • Strong customer focus and service orientation with the ability to interact effectively with employees and vendors at all levels in a cross cultural and global setting
  • Understands the plans for meeting the business strategy and objectives, and how it relates to daily activities
  • Demonstrates speed and flexibility as appropriate in responding and adapting to changes
  • Promotes cooperation within the team and between teams
  • Demonstrated ability to adapt to a challenging and developing environment; willingness to take on new responsibilities as our business evolves

Working Conditions/Physical Requirements:

  • This position works in an manufacturing/plant environment
  • Regular business hours; some after-hours work will be required on evenings and weekends
  • Occasional travel may be required.
  • Requires use of office equipment such as computers, fax machines, telephones, and copiers
  • Required sitting and computer-related activities for extended periods of time
  • Position may be physically demanding, requiring the ability to sit for long periods of time, stand, stoop and crawl
  • Ability to occasionally lift and haul up to 50 pounds; will follow Company safety and ergonomic guideless to avoid injury