IT Operations System Analyst - Salt Lake City, UT

This role provides support for end users and assists with Information Technology (IT) projects and tasks. Personnel in this role will also implement IT policies, procedures, and best practices defined by the Global Information Services (GIS) organization.

All responsibilities carry a local scope and are onsite. This is not a hybrid or remote work position.

Strategy & Planning

• Assist in developing long-term strategies and capacity planning for meeting future IT needs

Acquisition & Deployment

• Implement all IT policies and procedures, including those for architecture, security, disaster recovery, standards, purchasing, and technology and service provisioning
• Assist with financial aspects of the IT Department, including purchasing, and budgeting
• Collaborate with other IT teams to identify and/or procure new technologies

Operational Management

• Be reachable after normal work hours and on weekends for high priority, production impacting support
• Travel and provide support between assigned sites
• Process in-person IT services to ensure courteous, timely and effective resolution of end user issues
• Process incoming calls to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues
• Process site-specific IT services manager incidents and tasks to ensure courteous, timely and effective resolution of end user issues and broader GIS projects
• Contribute to problem resolution by giving in-person, or video call - "hands-on" support to end users
• Assist with site-specific IT projects as well as broader GIS projects/tasks
• Deploy, monitor, maintain, update and support IT systems, including PC, tablet and telephony hardware, operating systems, software and peripherals
• Deploy, monitor, maintain, update and support server hardware, their operating systems, software and peripherals
• Practice asset management for IT hardware, software, and equipment
• Establish and maintain regular written and in-person communications with the organization's end users, management and department heads regarding pertinent IT activities
• Review performance of IT systems to determine operating costs, productivity levels, and upgrade requirements
• Work with Infrastructure and Data Services groups to deploy, support, monitor and maintain all hardware and software based on operation's needs
• Coordinate research on potential technology solutions and implementations in support of new initiatives, opportunities, and procurement efforts
• Assist with improvement in quality and quantity of documentation for global processes and procedures
• Collaborate with business customers to identify opportunities for improvements to processes and standards at the local site
• Enforce request handling and escalation policies and procedures.
• Identify, recommend, develop and implement end user training programs to increase computer literacy and self-sufficiency

Formal Education & Certification

• Attend training seminars, conferences and trade shows to broaden knowledge of current and future Service Desk issues and technologies
• University degree in the field of computer science or information systems or equivalent, 4 year related work experience
• Current Technical Certifications (i.e., Microsoft Professional, A+, etc.) or motivation to attain certification

Knowledge & Experience

• Hands on experience installing IT hardware and software
• Speaks English at an intermediate level
• Working technical knowledge of:
  
  
  
  • Operating systems (i.e. Microsoft Windows Workstation, Microsoft Windows Server, iOS, and Android)
  • Current network hardware protocols, and standards (i.e. Routers, Switches, TCP/IP, DNS and DHCP)
  • PowerShell
  • Microsoft SQL Server
  
  
  
  
• Understanding of project management principles and ITSM
• Experience with Microsoft Office, Teams, SharePoint, etc. productivity software
• Experience with Microsoft Endpoint Configuration Manager/SCCM
• Experience with Microsoft Entra ID/Azure AD
• Knowledge of PLC controls is an asset
• Superior understanding of the organization's goals and objectives
• Ability to operate tools, components, and peripheral accessories
• Able to read and understand technical manuals, procedural documentation, and OEM guides
• Demonstrated ability to apply IT in solving business problems

Personal Attributes

• Strong interpersonal skills and customer service orientation
• Strong written and oral communication skills
• Highly self-motivated
• Ability to conduct research into IT issues and products as required
• Ability to present ideas in business-friendly and user-friendly language
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Experience working in a team-oriented, collaborative environment
• Ability to perform general mathematical calculations for the purpose of creating business cases, budgets, and so on

Please Note: Due to the restricted nature of work, only US Citizens and US Persons (permanent residents) will be considered for this role. We cannot at this time sponsor employment visas (e.g. H-1B visa status).