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LAN Support Analyst II

Memphis, Tennessee, EE. UU. Sol. nº 543
martes, 14 de junio de 2022

Key Accountabilities:

• Incident Management - Manage work tickets and requests coming from Memphis user base.

• Second Level Troubleshooting – provide on-site management for all desktop infrastructure incidents that are escalated from the first level helpdesk. The scope of the incidents includes:

o Workstation Support – Workstations, Laptops printers, handheld devices, and peripherals.

o Server Support – Enterprise infrastructure and business specific application servers.

o Network Support – LAN equipment, Access Points, WiFi, RF, racks, wiring

o Vendor Management – Manage the vendors used in infrastructure support at the facilities (warranty, LAN enhancements/repair, printer support, etc)

• Direct daily support of Senior Lead Team what will also include supporting on-site and off-site events hosted by the SLT.

• Technical liaison relationship with site contact - Regional Support works with facility level management to communicate Sylvamo policy, standards, and procedures for following processes set by Technical Services management. Assistance may include, but is not limited to, development of long term infrastructure plan, assistance with IT related audits, development of IT related budget projections, implementation of IT projects and to escalate IT problems through the support model.

• Project Management work may be required with direct supervision..

Key Challenges:

• Ability to work with minimal supervision and guiding others team members

• Technology will continue to develop at a rapid pace; keeping current and staff trained on those changes and supporting the changes introduced to the environment will continue to be a challenge.

• The internal environment, including interaction with others, (both inside and outside the company) policies/practices:

• Supporting a greater number of devices introduced into the environment such as RF devices, WiFi, Copiers/, Printers/Scanning, and similar new technologies as well as the complexities surrounding some of these devices.

• The work itself, e.g., problems, opportunities, change:

• Supporting hi profile stakeholders thru dedicated white glove treatment (Senior Lead Team)

• Deploying a large number of workstations each year as part of the refresh cycle while reducing staffing resources

• Training and developing existing resources with limited dollars

• Challenges in maintaining current asset inventories. Resources to perform increased administrative functions.

• Enforcing standards and maintaining a stable environment for efficient support.

• Maintaining a safe and secure computer environment due to growth of virus incidents.


Knowledge and Experience:


• Bachelor of Science Degree in Computer Science, Business Management, or related field preferred. Minimum of 7 yrs of industry experience.

• Under minimal supervision demonstrates the ability to handle complex operational problems and assignments.

• Under minimal supervision demonstrates innovation skills in handling projects and assignments.

• Under minimal supervision can handle people development functions.

• Experience with tools used by the group to provide support preferred

• Good communication and customer service skills.

• Must have excellent people skills dealing with all levels of management and personnel.


Scope:


• Process Interfaces – Incident / Problem / Change management, Asset management, PC Refresh Program, Print Management Program, and all IT related processes that are accessed through a desktop.

• Ticket Incidents and Requests – may be assigned a team that may handle 2,500+ incident and request tickets / year.

• Supporting hi profile stakeholders thru dedicated white glove treatment (Senior Lead Team)

• Developed in several competencies which include: Action Oriented, Timely Decision Making, Organizing, Perseverance, Priority Setting, Problem Solving, Drive for

Results, Time Management, Accuracy, Planning, Customer Focus, Integrity and Trust, Interpersonal Savvy, Listening, Peer Relationships, Negotiating, Directing Others,

Motivating Others, Standing Alone, Dealing with Ambiguity, Functional Technical Skills, Learning on the Fly, Self Development, and Technical Learning.


Otros detalles

  • Grupo de puestos Information Technology
  • Función del puesto Infrastructure
  • Tipo de pago Salario
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Location on Google Maps
  • Memphis, Tennessee, EE. UU.