Mars Chocolate North America Service Analyst (T1) - Mars - Texas
Description
As part of the Mars IS Business Partnership organization, the local Infrastructure team has two primary responsibilities:
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The overall IT support of the Waco site local infrastructures
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Delivery of IT related projects
Support activities include the ongoing maintenance of the office infrastructure, computer room, server, workstation, LAN, and applications environments. Project related work includes the delivery of projects that are designed to either improve the level of customer service or enhance the IT environment.
Position Responsibilities:
The successful candidate will:
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Engage with the business unit, our Global Help Desk, and our Managed Service Vendors in providing World Class Support by responding to events (Customer calls, automatically generated alerts, email requests, voice mail, etc.) for all technologies supported by Mars IS Local Infrastructure Support
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Partner with the Global Help Desk in the resolution of problems by applying appropriate corrective action for all events or issues utilizing problem solving and customer service skills, technical knowledge, and problem solution documentation
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Operate as a Technical Expert in a variety of disciplines such as Client / Server, Application Integration, and Local Area Networking
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Provide Operational Excellence in the deployment of business solutions, software/hardware updates and fixes into the environment with a well-controlled approach using risk averse procedures, and a carefully thought out fallback plan in accordance with the change control procedure
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Perform daily systems maintenance including network tape backups and monitoring
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Develop and maintain system administrator technical documentation
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Manage the procurement, implementation and support of new hardware
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Implement continuous improvement methodology through the use of IT systems or procedures
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Maintain inventory of system assets
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Ensure compliance with corporate standards and security policies
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Assist with IT Innovation in the areas of Rapid Deployment and Virtualization at Mars
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Liaise with our Service Providers in resolving issues in the Telecoms, client, and engineering areas
Qualifications
Qualifications:
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Undergraduate degree (MIS or Computer Science a plus) or equivalent business experience
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Ability to work a flexible schedule (weekends & off-hours)
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Demonstrated initiative, self-reliance, and proactive behavior
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Strong customers focus and service orientation with the ability to work with business members at all levels of the organization.
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Strong analytical, problem solving and communication skills (written and oral).
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Ability to manage multiple priorities and work well under pressure.
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Ability to learn new concepts/hardware/technologies quickly.
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Demonstrated ability to be a self-starter, work independently and achieve stated goals and objectives as required.
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Ability to work effectively in a flexible and changing environment and manage multiple activities and priorities is required.
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Strong organizational skills necessary to structure and manage tasks from initiation to completion are required.
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Occasional domestic travel required
Work Experience:
Undergraduate degree (MIS or Computer Science a plus) or equivalent business experience and minimum of 2 years experience in Information Technology setting.
Technical expertise desired:
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Server:
Windows 2003,2008 operating systems, Active Directory, configuration, backup, patching, and maintenance
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Systems:
DNS/DHCP, Backup, Domain system administration experience
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Client:
Windows XP and Windows 7 client operating systems, Dell laptops, desktops, thin clients
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Applications:
Microsoft Office 2007/ 10 (Word, Excel, PowerPoint, Access), Email (Outlook or Lotus Notes), Instant Messaging (OCS / Lync), BackUp Exec, VMWare and Sharepoint
·
Hardware:
Server, PC, Polycom Video Conference Units, AMX, Flat Screen Monitors
·
Networking:
LAN/WAN technology including Cisco routers, hubs, switches, Access Points, VLAN and TCP/IP
Job
IT: Support: Applications or Infrastructure
Primary Location
NA-USA-Texas
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