IT Field Support Analyst II
Holcim - Utah

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POSITION SUMMARY :
Provide expertise for IT infrastructure (e.g. network) in accordance with established technical standards. Provides IT infrastructure lifecycle technical support, including planning, project management, installation, on-going management/monitoring/troubleshooting, and de-installation, following operational policies and processes that are compliant with industry standards (e.g. Information Technology Infrastructure Library (ITIL)). Manages the technical/service relationship between Holcim and subcontractors/vendors.

MAJOR DUTIES/RESPONSIBILITIES:
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Incident Management - Monitors systems and identifies performance issues reactively and proactively. Follows standard protocols for troubleshooting incidents. Verify system/product operations. Works within strict time scales and elevates incidents within defined time windows.
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Product Installation - Perform installations, configurations per standard protocols. Assemble and integrate system/products
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Operations Maintenance - Perform routine maintenance. May include performing tape/backup operations.
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Provide support and assistance for plant process systems including Command, LDMS, PDH, WFMS, and others as required.
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Maintain and administer computer networks and related computing environments, including computer hardware, systems software, applications software, and all configurations.
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Identifies and resolves technical issues and/or researches and recommends effective solutions.
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Ensures a timely resolution and/or escalates non-resolvable issues to higher-level teams.
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Serves as the IT liaison to end users
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Assists in the management of asset inventory, hardware lease agreements, service contracts, and vendor support agreements.
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Help, assist or leads teams on testing and deploying software and patch management.
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Help, assist or leads teams on designing, creating and implementing new computer system images.
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Provides desk side and remote technical assistance to end users during and after regular business hours due to an emergency, or in support of special business projects and initiatives.
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Travels to other business sites to provide additional support or to attend training sessions.
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Adheres to departmental standards and ensures appropriate use of information systems.
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Creates, monitors, and enforces policies and procedures.
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Creates, distributes, and updates training guides and knowledge base solutions.
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Evaluates and implements new systems that increase productivity or enhance overall business operations.
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Other duties as assigned.
KNOWLEDGE/SKILLS/ABILITIES REQUIRED:
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Excellent oral and written communication skills with a commitment toward customer service
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Ability to work individually, in a traditional team environment, and with virtual teams
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Strong analytical, communication and problem solving skills
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Demonstrates strong problem recognition on common desktop applications
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Demonstrates strong network and desktop configuration and installation
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Possesses strong knowledge of LAN network, installation, and troubleshooting
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Demonstrates strong knowledge of company standard operating systems
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Great professional oral, and telephone communication skills
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Ability to gather relevant information systematically, and identify needs and solve problems
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Ability to effectively interact and communicate with people at all operational levels
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Perform reporting and administrative functions as required
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Demonstrates desire toward learning new technologies and maintains industry standards
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Good organizational skills with the ability to prioritize multiple tasks
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Highly motivated and the ability to work with minimal supervision
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Strong analytical skills with the ability to collaborate and solve problems

Holcim - 17 months ago - save job - copy to clipboard - block
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About this company
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There's nothing abstract about the concrete made by Holcim (US). The American arm of Swiss building products giant Holcim Ltd., it...