IT End User Services Analyst

Job Title

Responsibilities:

• Experience in a manufacturing environment
• Focuses on LAN/WLAN/WNA support and troubleshooting.
• Strong technical knowledge in desktop applications and Win OS.
• Familiarity with Autopilot deployment and imaging processes.
• Experience with IT infrastructure (Servers, CCTV, access control, switches, routers, access points, generators, electrical distribution, etc.) is a plus.
• Bilingual (English/Spanish) B2 and up, preferable C1
• Advanced administrative and communication skills, translating technical concepts for non-technical audiences
• Looking for someone ambivert (balanced extravert and introvert)
• Proactive problem-solving, to be able to anticipate and resolve issues independently.
• Collaboration: Works effectively across sites and with cross-functional teams.
• Adaptability: Handles dynamic environments and shifting priorities.
• Customer service orientation: Responsive and empathetic to end-user needs.
• Willingness to evolve from reactive support to proactive maintenance
• Has an analytical and practical blend skills to address issues in a short and long term simultaneously.
• Urgency sense must be demonstrated through practical cases where depth knowledge and collaboration was required.
• Emotional intelligence is extremely important, must demonstrate in practical cases of stress and high pressure how he perceived the situation and his actions.
• Project management skills is a must, not only participating but taking the lead to make things happen
• Forward thinking, pragmatic and good listener, watch behaviors during interview for concept understanding and expressions use to respond to questions.
• When possible, use simulated cases to understand his thought process from practical situations to situations he cannot resolve by his own and needs collaboration from peers and other departments.
• Understand his way to perceive escalations, is a failure or a collaborative approach.
• Looking for a young mature IT expert or young highly proactive personality.
• Has no issues with authority (chain of command) on previous jobs.

Qualifications:

• A+ certificate or 1-2 years' experience in an end user support environment
• 1-3 years of experience in MS Windows desktop operating system deployment.
• Basic understanding of Software Distribution and Patch Management tools.
• Experience with ITSM systems like ServiceNow.
• Basic knowledge of network infrastructure and security principles.