IT Support Analyst II

Position Summary

The IT Support Analyst II will support and help maintain the safe and secure operations of the company's IT systems. The Analyst II must possess exceptional computer hardware and software knowledge to address complex support issues arising from company owned PCs, printers, and software applications. This individual will participate in continuous improvement process planning with the objective of enhancing the company's IT systems. The position requires an individual who is capable of adapting to, and expanding his or her understanding and grasp of, new and evolving IT hardware and software systems. The position requires responsiveness and strong communication capabilities as service will be provided to company users via telephone calls, email, and service desk tickets focusing on resolving issues quickly and efficiently. The position requires collaboration, working with technical support staff with various levels of experience and knowledge.

Essential Responsibilities & Expectations

• Responsiveness, reliability, and accountability
• Excellent communication skills (written and verbal)
• Collegiality and collaboration; ability to interact positively with employees at all levels of the company
• Support Microsoft core business applications and operating systems
• Microsoft Office 365 Administration
• Advanced network troubleshooting: WAN and LAN connectivity, WIFI, and security
• Remote access support: VPN, Dameware, Remote Desktop
• Support end users via ticketing system, telephone, text/instant messaging, and email
• Communicating with customers and coworkers timely and professionally
• Identify and escalate service requests that require other resources and support
• Submit and manage hardware warranty requests
• Contribute to policies and procedures relating to the company's IT systems
• Good record-keeping and documentation skills
• Use SCCM to deploy and configure PCs, package and deploy an application
• Printer installation and configuration; printer deployment solution administration
• Support various Caterpillar software/diagnostic applications
• User account administration
• Active Directory administration
• User data migration
• Web browser support and web security administration
• Identifying IT vulnerabilities and areas for process improvements
• Mobile device support
• Server data migration
• Policy administration for mobile device Management (MDM)
• Administer user data retention
• Perform tasks with PowerShell and other various scripting languages (VB, Python, Pearl)
• Troubleshoot email issues by performing mail traces and examining MX Records

Qualifications

Minimum Education:

• High school diploma or equivalent required.
• College degree in IT related field or STEM equivalent strongly preferred

Minimum Experience:

• 5+ years prior Service Desk or IT experience
• SCCM, PowerShell, Office 365 support experience preferred
• CompTIA A+ certification preferred

Skills and Competencies:

• Microsoft Windows OS
• Microsoft Intune
• Microsoft Azure AD
• Microsoft 365 User Administration
• Zscaler/Web Security Administration
• PuTTY, SSH, OpenSSH, Wireshark
• Sound understanding of PowerShell
• System Center Configuration Manager (SCCM) experience
• Mobile Support (iOS/Android)
• Chrome, Microsoft Edge
• Caterpillar Service Information System (SIS)
• Printer Installer Administration
• Dameware Central Server Administration
• SCCM Server Administration
• SCCM Task List/Packaging
• Adobe Software Administration Console
• Asset Management Administration

Safety Summary

Working Conditions

• Work is normally performed in an office environment.
• Sitting at a desk for extended periods of time could be required.
• Travel could be required within the company's operating territory either by car or air.

Physical Requirements

• Speaking English Language
• Hearing
• Writing
• Using a keyboard
• Sitting and working from a desk
• Kneeling
• Grasping or Holding
• Lifting up to 75 lbs
• Stooping/crawling/kneeling

Job Hazards

• Tripping, slipping, falling
• Strains due to lifting
• Hand injuries
• Repetitive hand motion (computer work)
• Back and neck strain
• Stress
• Potential hazards from working in a heavy equipment and industrial machinery environment

Thompson Tractor is an Equal Opportunity Employer including Veterans and Individuals with Disabilities.