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Operation Support Analyst

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Date: Sep 24, 2021

Location: South Bend, IN, US, 46617

Company: AM General LLC

GENERAL SUMMARY

Responsible to provide IS&S Service Center Level 2 support to TEC-Auburn Hills knowledge workers for those items the Level 1 Service Desk is unable to resolve because a deskside visit is required. Typical examples include device setup, moves, returns, and general trouble-shooting activities which cannot be performed remote. On a related note, this role will continue to drive a “Shift Left” transformation by coaching Service Desk agents and providing Knowledge Management collateral (i.e., work instructions) as appropriate.

 

This role is also responsible for the operational function and related support of all network hardware and telecommunications services which cannot be handled by our Managed Services partner. This may entail local coordination of installation, moves, adds, changes, and deletions of voice and data services; it may also involve the initiation of Incident Management activities and coordination with service providers to achieve resolution.

PRINCIPAL DUTIES AND RESPONSIBILITIES

  • Deploy and support standard IS&S equipment and software to knowledge workers.
  • Support knowledge workers either deskside or using remote support tools.
  • Provide Incident and Problem Management identification and resolution.
  • Help identify incident trends; utilize problem management techniques to reduce volume.
  • Demonstrate strong Asset Management techniques.
  • Coordinate project-related activities across service providers.
  • Provide support of all voice and data services, working closely with Managed Services partners.
  • Responsible for planning and coordinating all installs, moves, adds, changes, and removals of telecommunications equipment.

EDUCATION & SKILLS

  • High school diploma (or GED), plus at least 3 years of experience with PCs and/or network devices.
  • Strong knowledge of Microsoft O365 required.
  • Familiarity with telecommunications equipment (Aruba, Cisco, Crestron, etc.) preferred.
  • A+/Network +/ Security + desired.
  • At least two years’ experience as CCNA and/or VCA and/or MCSA a plus strong organizational skills.
  • Must demonstrate effective written and verbal communication skills.
  • Extreme accuracy in quality of work.
  • Work independently and on teams.
  • Strong problem solving and customer service skills.
  • Must be able to multi-task.

PHYSICAL EFFORTS

  • While performing the duties of this position, the employee is regularly required to talk or hear. 
  • The employee frequently is required to use hands to finger, handle or feel objects, tools or controls. 
  • The employee is occasionally required to stand, walk, sit; reach with hands and arms; climb or balance; and stoop, kneel, crouch or crawl. 
  • The employee must occasionally lift and or move objects up to 25 pounds. 
  • Specific vision abilities required by this position include close vision, distance vision, color vision, peripheral vision and the ability to adjust focus.

WORKING CONDITIONS

This job operates in a professional office environment. This role routine uses standard office equipment such as computers, phones, photocopiers, filing cabinets and copy, fax and scanning machines.

TRAVEL

Our Commitment to You

AM General is committed to providing a work environment that fosters inclusion and acceptance and that is free of discrimination.  We believe that workforce diversity creates an environment in which our employees’ ideas and decisions help us all flourish.  AM General is proud to be an equal opportunity employer (EOE) without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.  


We encourage all candidates to review our job responsibilities and qualifications and apply for any position that matches the candidate’s skillsets.   The company is committed to working with and offering reasonable accommodation to applicants with disabilities. If you need assistance or an accommodation due to disability for any part of the employment process, please contact us at: (574) 237-6222 or dallas.dreher@amgeneral.com.

 

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Nearest Major Market: South Bend