IT Operations Analyst

Primarily responsible for the resolution and coordination of all Service Management tickets across assigned locations. Provides Level 1 & 2 support and liaises with specialist system support teams. Performing onsite and remote analysis, and resolution of incidents for internal customers. Procures, installs, configures, tests, maintains, and troubleshoots client computing hardware and software. Provides effective management of the customer experience during the entire support process.

Essential Functions & Accountabilities:

• Provide onsite and remote Service Management support functions, including incident resolution and request fulfillment to meet published SLA’s
• While following the Service Management process, ensure all incidents and requests from customers are recorded and updated within the Service Management tool.
• Escalate tickets in accordance with IT procedures.
• Executes accurate Access Management while following IT Security & Compliance procedures (Sarbanes Oxley).
• Identify problems, devise, and deliver proactive solutions to enhance quality of service and to prevent future problems. As required, analyze and highlight incident trends.
• Supports the implementation of regional and global IT projects. Increased involvement with local IT and business initiatives. Provides related incident resolution supporting service transition.
• Administers enterprise class IT systems and tools, including highly virtualized client computing environments.
• Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations.
• Create and maintain knowledge documents, usage guides and FAQs for both IT and business team members. Develop and deliver user training.
• Promotes user adherence to the organization’s IT policies.
• Procures, installs, configures, tests, maintains, and troubleshoots client computing hardware and software.
• Manage the client computing hardware and software lifecycles. Provides effective IT Asset Management.
• Collaborate with specialized teams supporting the client computing infrastructure and systems.
• Liaise with global third-party client computing partners. Increased involvement with local IT agreements and vendors.
• Maintain and develop professional and technical knowledge by attending educational workshops, training events, reviewing applicable technical materials.
• Participates in the IT Operations out of hours support rotation.
• As business needs dictate, works extended hours to complete daily department goals or tasks to include working mandatory overtime.

Travel: Occasional travel to other sites (<10%).

Knowledge, Skills and Abilities:

• Excellent technical knowledge of client computing hardware and software, including Microsoft Windows, Microsoft Office (and related products/cloud services), Active Directory Services, Systems Management and Deployment.
• Working technical knowledge of current protocols, operating systems, and standards.
• Technical knowledge of mobile devices (smart phones, tablets, etc.).
• Ability to read and understand technical manuals, procedural documentation, and guides.
• Ability to conduct research into technical problems and products as required.
• Proven analytical and problem-solving abilities.
• Strong customer service orientation, at ease liaising with all levels of the business.
• Comprehensive written, verbal, and interpersonal communication skills.
• Ability to present ideas in business and customer-friendly language.
• Proficient in conducting group and/or individual user training.
• Ability to effectively organize, prioritize and execute tasks in a high-pressure environment.
• Extremely team-oriented and skilled in working within a collaborative environment.
• Ability to collaborate with resources within multiple business support teams.

Work Environment:

• Sitting for extended periods of time.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, hand tools, and to handle other computer components.
• Lifting and transporting of moderate to heavy objects, such as computers and peripherals.

Experience:

• Extensive support experience with current client computing operating systems and applications.
• Familiarity with the principles of ITIL Service Management.
• Proven track record of delivering against SLAs and Service Management targets.
• Experience supporting hardware including laptops, desktops, mobile devices, peripherals etc.
• Familiarity with IT procurement processes preferred.
• Experience of supporting project implementations.

Education:

• College diploma or university degree in a related information technology field and/or minimum 5 years equivalent work experience.
• Certifications and professional qualifications etc. desired.

As an employee of CooperSurgical, you'll receive an outstanding total compensation plan. As we believe your compensation goes beyond your paycheck, we offer a great compensation package, medical coverage, 401(k), parental leave, fertility benefits, paid time off for vacation, personal, sick and holidays, and multiple other perks and benefits. Please visit us at www.coopersurgical.com to learn more about CooperSurgical and the benefits of becoming a member of our team.

To all agencies: Please, no phone calls or emails to any employee of CooperSurgical about this opening. All resumes submitted by search firms/employment agencies to any employee at CooperSurgical via-email, the internet or in any form and/or method will be deemed the sole property of CooperSurgical, unless such search firms/employment agencies were engaged by CooperSurgical for this position and a valid agreement with CooperSurgical is in place. In the event a candidate who was submitted outside of the CooperSurgical agency engagement process is hired, no fee or payment of any kind will be paid.

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace. If you are interested in applying and require special assistance or accommodations due to a disability, please contact us at [email protected]

As an employee of CooperSurgical you'll receive a competitive total compensation plan. Your recruitment team will be able to share more information about any variable pay opportunity and benefit package that accompanies this role. The good faith estimate of the salary range for this role is $25.00 to $33.00 per hour. The actual amount offered is determined by a number of factors including but not limited to location, skills and experience.