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Senior IT Support Analyst

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POST DATE 10/10/2017
END DATE 12/8/2017

Johns Manville Denver, CO

Location
Denver, CO
AJE Ref #
579720969
Job Classification
Full Time
Job Type
Regular
Company Ref #
DEN-4987
Experience
Mid-Career (2 - 15 years)
Education
Bachelors Degree

JOB DESCRIPTION

As the IT Support Analyst at Johns Manville, you will help deploy, support, troubleshoot, and maintain JM computer technologies. You will take ownership of technical issues escalated from other analysts of the technical support group. In addition to basic support responsibilities, the IT Support Analyst may also be responsible for designing and maintaining some technologies within the JM environment.

Responsibilities:

* Ensure quality customer service and technical support while maintaining Service Level Agreements

* Responsible for deployment and remote technical support for WHQ, JMTC, North American facilities and remote employees

* Provide tier 3 technical support for PC hardware, PC desktop software, multi-function printers/copiers scanners, mobile devices and JM Corporate applications

* Provide tier 1 - 2 support for networks, VPN, remote connectivity and JM corporate applications

* Research, coordinate and document in-depth and cross functional resolution of technical issues

* Work with confidential information when providing security, HR and desktop support

* Lead in-depth peer training and formal customer training

* Provide documentation of JM technology for customers and support needs

* Provide after hour on-call support as needed

* Lead special activities, meetings and projects

* Define, design and deploy JM enterprise technology when needed

* Provide global communications to JM employees regarding IT issues

* Provide escalation paths as needed

* May be required to perform other related duties as assigned

MINIMUM QUALIFICATIONS

* Bachelor's degree and two years of experience in a technical support and / or deployment environment -or- 8 years of professional experience in lieu of a degree with5 years of experience being in a technical support and/or deployment environment

* Experience in broad technical areas including hardware and software

* Experience with Microsoft Windows operating systems

* Experience with Active Directory, software management and remote tools.

* Ability to provide outstanding customer service skills

* Ability to apply research, knowledge and logic in order to troubleshoot problems in a technologically complex environment

* Microsoft Word, Excel, PowerPoint, Access, Outlook

* Ability to attain certification on supported hardware

* Technical documentation and training experience

* Experience working with incident tracking software and/or processes

* Ability to work and travel between the Downtown Denver office and Littleton location

* Moderate travel required (11 -- 29 days per year) (local)

* Ability to lift, carry, push, or pull up to and including 25 pounds

* Ability to work overtime

PREFERRED QUALIFICATIONS

* Strong interpersonal, verbal, and written communication skills

* Experience with Microsoft Office 365