IT Field Services Analyst III

Neovia Logistics Services, LLC Irving , TX 75061

Posted 2 weeks ago

JOB SUMMARY

  • The IT Field Services (ITFS) global team is responsible for ensuring Neovia's technical infrastructure is continuously available and reliable for the business across 130+ global facilities. Collaborates with end users, business and IT leadership to ensure proper system performance and availability. Diagnosing and general troubleshooting of end-user technology issues, escalating problems as required, are essential responsibilities.

  • The ITFS staff assigned to executives will serve as the key service delivery expert for day-to-day "white glove" executive support. Fundamental responsibilities include, yet are not limited to tracking and resolving all executive, executive assistant and key stakeholder support issues and requests in a timely fashion. Executive ITFS support is also responsible for setting up the boardroom, corporate HQ town halls, and monitoring executive meetings as requested.

  • Primarily independent. Relied upon as a subject matter expert (SME) by colleagues. May assist with training or answering routine and perhaps some non-routine questions.

This global team is in the Americas, UK/EAME and the Asia Pacific/APAC.

Supported Technologies:

  • Microsoft Windows 7/10

  • Microsoft Office 365

  • Microsoft SharePoint

  • Microsoft Skype/Lync

  • Microsoft Windows Server 2008/2012

  • Polycom Video Conferencing

  • Microsoft Active Directory/GPO

  • Citrix XenApp (basic support)

  • Citrix ShareFile

  • Dell Laptop and Thin Client

  • Printers (HP preferred)

  • Apple IOS and Google Android

JOB RESPONSIBILITIES

  • Provide first-level endpoint support for the executive team (if designated as ITFS Executive Support).

  • May assist with Team Lead responsibilities, on occasion, when requested.

  • Setup, test and manage the video conference systems to ensure they are in optimum working order and support town halls and meetings for the executives in various meeting rooms.

  • Maintain high-level customer satisfaction by clarifying customer needs and ensuring they are met.

  • Ensure effective and timely Ticket Management, to include recording, monitoring, and documenting incidents and requests within the ticketing tool.

  • Manage customer relation problems promptly and appropriately, escalate issues according to established procedures.

  • Respond to service, product, technical, and customer relations questions in a timely manner.

  • Provide smart hands support when requested (physical reboots, replace hardware, etc.).

  • Maintain asset inventory of all endpoints, software and software licenses, as well as the proper decommissioning and/or disposal of IT equipment, when required.

  • Participate in projects such as training, documentation and exhibition installations.

  • Provide regular reports, as required, enabling the effective management of IT services.

  • Decommission and/or dispose of IT equipment, according to guidelines, when applicable.

  • Provide 24 / 7 / 365 on-call support to the executive team, when assigned.

  • Ensure the delivery of exceptional customer service and tangible outputs. Rely on industry standards, best practices, and qualitative & quantitative data to support and/or refine operations methodologies.

  • Perform other responsibilities as assigned, including overnight and potential international travel.

QUALIFICATIONS

  • Bachelor degree in Information Technology or related field, or an equivalent combination of education, certification, and experience.

  • 3 7 years of IT experience.

  • At least 3 years of in-the-field, practical experience supporting IT infrastructure.

  • Active ITIL v3 (Information Technology Infrastructure Library) certification preferred.

  • Previous executive support is preferred.

  • Some troubleshooting and technical aptitude in at least 5 of the following:

  • Windows 7, MS Office 2013

  • MS Office productivity software for use performing job function

  • Thin Clients: Citrix solutions XenAPP / XenDesktop

  • Switch, Wi-Fi and VPN Support

  • Telephony skills (IPT, PABX) : troubleshooting line problems/desk set support/system adds & changes

  • IPT (unified) solutions support (e.g., MS Lync).

  • RF technologies support (e.g., hand held bar code readers, mobile computers).

  • Smart hands support when requested (physical reboots, replace hardware, etc.).

  • Experience with at least 5 of the following:

  • Transformational IT (medium to large systems migrations a plus)

  • Supporting IPT (unified) solutions Ex. MS Lync

  • Supporting RF technologies hand held bar code readers / mobile computers

  • Creating IT specific Work Instructions (KB articles), transformational IT (medium to large systems migrations), and a core understanding of networking concepts

  • Establishing new and refining existing processes and procedures

  • Supporting structured cabling initiatives (from planning to execution)

  • Experience with wiring closets (e.g., as MDF (Main Distribution Frame) and IDF (Intermediate Distribution Frame) and a core understanding of networking concepts.

  • Knowledge of parts logistics methodologies, such as inbound/outbound logistics, just-in-time and just-in-sequence preferred.

PHYSICAL REQUIREMENTS

Work is primarily sedentary. Sits comfortably to do the work; however, there may be some walking, standing, bending, or lifting item weighing up to 15 pounds.

ADDITIONAL INFO

  • Must be well-spoken, professional, customer service savvy, as this role will interface with all executives (if designated as ITFS Executive Support).

  • Establish and maintain effective relationships at all levels of the organization, and with external vendors and regulatory agencies.

  • Effective written, verbal, and presentation skills with the ability to shift approaches based on audience.

  • Ability to communicate complex issues/solutions in a manner that is easily understood and actionable despite the audience.

  • Critical thinking abilities using fact-based troubleshooting skills.

  • Ability to perform well within a fast-paced, deadline-driven environment that requires the management of multiple projects at once, without compromising quality and service levels.

  • Ability to maintain confidentiality of extremely sensitive data at all times.

  • Must have the ability to work well within a team environment as well as independently, have exceptional interpersonal and organizational skills and pay specific attention to details.

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IT Field Services Analyst III

Neovia Logistics Services, LLC