IT Analyst- Site Infra Support

PRIMARY FUNCTION:
1 State the primary function or overall purpose of your position.
The primary function of this position is to provide end user support, support device lifecycle management, and ensure compliance with all of Eatons policies and procedures with minimal supervision. Our customers include all of Eaton s users (local and remote).

This includes:
1. Asset Management - Vendor coordination and management. Support SCM from technical perspective
2. Life cycle management - PC refresh & Smart disposal. Assist on non-standard software and hardware
3. User Experience - IT Profit Planning, On/Off boarding support, Software installation. Continuous Improvement - Drive Cost Out & Cost Avoidance
4. Accountabilities - Bridging BRM and other product teams. Empowered for site IT incidents and escalations, site health check and retain
5. Operational Excellence - Drive for SLA and predefined measurements. Shopfloor system support, Executive White Glove. Coordinate site related incidents. Customer interruptions reductions
6. Project Support - Business and Value stream projects. Support Site start up, closure and extensions. Lead/Support TSA, M&A project
7. IT Security and Continuity - IT DRP, IT Infrastructure Risk Assessment, Legal Hold, Compliance investigation, Vulnerability cleanup, Data privacy"

Deployment, configuration, and support of hardware (PC, laptop, mobile, printing, etc.), client operating systems, and productivity software for end users.
Follow IT Service Management (ITSM) processes: asset management, change management, incident management, request management, problem management, and project management to serve end users and maintain high levels of performance in achieving service level agreements.
Responsible for annual refresh of IT disaster recovery plan, as well as walkthrough of plan with stakeholders if required.
Participate in application, infrastructure, security, operational excellence initiatives, and support activities as needed.
Assist with support of site-based IT systems.
Participate in trouble-shooting and resolution of larger IT issues. Participate in efforts related to root cause analysis and problem management as needed.
Identify opportunities for improvement.
Liaison between IT and users to drive IT standards. Advocate, influence, and assure compliance to IT standards and policies. Share information about best practices with end users to increase user satisfaction and productivity.
Participate in internal audits related to IT processes, procedures, software, and systems. Influence budgeting, forecasting, and spending for IT infrastructure as required.
Adhere to company policies and procedures always, including, but not limited to: ethics, data protection, information security, human resources, and compliance policies and procedures. Protect both Eatons physical and information assets.

Bachelor degree and above
5 years IT experience required

• ITIL foundations certification
• CompTIA A+ certification
• MS Windows Operating Systems
• MS Office Suites
• Hardware - PC s, laptops, mobile devices, PC peripherals
• Working knowledge of other IT infrastructure - network, servers, storage, phone systems
• Miscellaneous equipment used in manufacturing locations such as bar code scanners, specialized printers, industrial PCs, RF Scanners, etc.
• Ability to adapt and learn; to support complex IT environments that may contain various operating systems, desktop, network, phone, and mobile technology
• IT Service Management (ITIL) - Asset Management, Incident Management, Request Fulfilment, Problem Management, and Change Management