Technical Support Analyst

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Job description

Job Summary

The Technical Support Analyst is the point person for IT support.

This role acts as a liaison between Business Operations and IT, and is responsible to ensure high quality, timely and effective IT support. This person performs these responsibilities in conjunction with the IT organization and in compliance with CalPortland IT standard practices and technologies. Key technologies supported by this role include: end-user computers, printers and peripherals, UPS systems, network/telecommunications equipment, video systems, ready mix batch panels, asphalt plants, wireless devices, time clock systems, fuel systems, mobile devices, and truck tracking systems.

Benefits

At CalPortland, were proud to offer a comprehensive, competitive benefits package that provides health and financial support to our most important resources: our employees. Your benefits are an important part of your overall compensation at CalPortland. Thats why we give you a wide range of benefits to choose from. All regular full-time employees may enroll in a variety of health and welfare plans including medical, dental and vision plans. Other benefits include life insurance, disability coverage, employee assistance program, and retirement program. The company also has a variety of voluntary benefits for employees to choose from.

Compensation

$65,000-$72,000 DOE

Responsibilities

• Utilize Calportlands standard ticketing system as a primary tool to create and close IT issues, while providing timely and accurate progress status on all ongoing support issues, with an emphasis on client satisfaction.

• Provides advice and decision-making regarding selecting, purchasing and deploying equipment, troubleshooting technology issues, implementing new solutions, maintaining equipment, and understanding business requirements for potential IT improvements.
• Support PC, printers, peripherals, network (LAN/WAN), telephony and ancillary plant systems using established CalPortland Service Request and Change Control processes.
• Upgrade and install new hardware and software including (but not limited to) PCs, printers, networking equipment, and mobile devices for both corporate users and production plants.
• Evaluate new information systems products or services and suggest changes to existing products or services to better aid the end user.
• Constantly manage ongoing hardware refresh process while meeting monthly targets and maintaining prioritized efforts.
• Develop and maintain best-practice consistency as required across all sites.

Education

Bachelors degree preferred

Requirements/Qualifications

• 3 plus years IT experience required.
• This is an on-site position and requires daily presence at our regional office. Remote work or telecommuting is not an option for this role.
• Provide mid-level technical support and troubleshooting for all versions of Windows client, knowledge of network devices and fundamentals of network connectivity, PC hardware set-up and issue resolution.
• Proven experience in diagnosing and resolving hardware, software, and networking issues.
• Familiarity with management and troubleshooting of mobile devices, including smartphones, tablets and MDM tools.
• Excellent time management and organizational skills.
• Participate in a rotation to respond to high priority, after hours calls approx. 2 weeks every 4 months. Our operations run 24 hours/day, requiring support for critical issues between 6pm-6am by a member of the Technical Support Analyst team.
• Excellent time management and organizational skills.
• Ability to create and maintain technical documentation.
• Facilitate IT-related work by coordinating with external vendors to ensure comprehensive planning and execution of IT related efforts at regional locations.
• Exceptional verbal and written communication skills and ability to work in collaborative team environment with minimal supervision.
• Highly organized and flexible self-starter, with an eye for detail who can maintain multiple ongoing assignments simultaneously and reprioritize work appropriately in sometimes ambiguous and often changing situations.
• Must be able to engage in physical activities such as lifting equipment ( 50lbs), working under desks, running cable, and installing hardware.
• A valid driver's license and a clean DMV record is required to travel to regional locations. Company pool car or mileage reimbursement provided.

Preferred:

• Prior IT experience in a construction/manufacturing organization.
• Project management experience.
• IT certifications preferred (CompTIA A+, Microsoft, etc.).

Conditions of Employment

Successful candidate must submit to post-offer pre-employment physical examination, drug/alcohol screen, and background check. Some positions require FMCSA regulated on-going drug and alcohol testing.

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