Position Summary
The Site Services Analyst provides foundational technical support to the plant and all users and is a member of the Global Infrastructure Team. They assist in analyzing and troubleshooting issues related to the plant infrastructure and end-user computing digital assets (e.g., network, laptops, desktops, printers, mobile phones) and serve as a point of escalation for incidents that require local resolution. They partner with the other infrastructure teams to support the Vertiv infrastructure standards and participate in various IT projects.
Responsibilities
•Respond to service desk tickets and outages via phone, email, or online systems, following defined incident management process and escalation when necessary.
•Provide second-level user support for network, hardware, and software issues.
•Assist in hardware and software installation/configuration according to Vertiv policies and guidelines.
•Aid in troubleshooting and diagnosing network/hardware/software errors.
•Support PC replacement programs and emergency equipment exchanges.
•Provide hands-on assistance for IT project implementations.
•Provide hands-on on-site assistance for global infrastructure teams.
•Help with local backup operations in alignment with Vertiv policies.
•Maintain confidentiality on all user data and related information.
•Perform miscellaneous job-related duties as assigned.
•Working in Matrix management style.
•Proactively communicate challenges / concerns.
Qualifications
•Bachelor's degree or equivalent years of experience.
•2+ years' experience with an infrastructure/manufacturing technical support environment.
•End User and/or Customer Facing support.
•Excellent collaboration and communication skills.
•1-3 years of experience in MS Windows desktop operating system deployment.
•Complete understanding of Software Distribution and Patch Management tools.
•Ability to create and manage IT work effectively is required.
•Experience with ServiceNow.
•1-2 years knowledge of network infrastructure and security principles.
•Experience with Apple Mac deployment and support is a plus.
•Cloud (AWS, Azure, Google) is a plus.
Physical & Environmental Demands
•Medium lifting (30 lbs. – 45 lbs.)
•Frequent standing, kneeling, crawling, stooping, bending, twisting, and climbing (stairs, ladders).
Time Travel Required
•15%
Work Authorization
Vertiv will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided. Individuals with temporary visas such as E, F-1, H-1, H-2, L, B, J, or TN or who need sponsorship for work authorization now or in the future, are not eligible for hire.
