Senior Information Technology Support Analyst

Company: The Waldinger Corporation
Location: Saint Louis
Posted on: June 25, 2022

Job Description:

The Waldinger Corporation, a growing Mechanical, Electrical, Plumbing, and Sheet Metal industry leader, is looking for a Sr. Technology Support Analyst. This role provides IT performance and support focus to internal IT customers at the branch level to drive operational support and improvements. This individual will also assist with direct support for new acquisitions and branch projects and serve as an expert resource to members of other IT Support teams, investigates complex issues, and provides support on escalated issues. They will oversee contacting end-users throughout the company to provide proactive support, understanding and gathering their technical needs, advocating on their behalf, and maintaining and growing subject matter expertise in the day-to-day software and systems in use.Responsibilities:

• TECHNOLOGY SUPPORT ANALYST - Identifies and evaluates branch-level chronic user issues, system performance challenges, and operational needs. Collaborates with Help Desk, Business Applications, Business Intelligence, Information Security, and Technology Infrastructure teams to advocate for customer needs and issues. Participates in the planning and implementation of improvements to drive reliable operation of computer systems, applications, and delivery of user support. Presents findings and proposes solutions for improvements or changes, collaborating with the Help Desk Supervisor, the Senior Manager of IT Operations and other IT leaders for approvals and prioritization. Partners with Lead IT Analyst for the delivery of branch and acquisition projects and support as required.
  • CUSTOMER OUTREACH - Responsible to maintain regular, proactive outreach to end-users throughout the company in an effort to increase understanding of support needs and determine any technical requirements to aid in their operational performance. Identifies opportunities to proactively improve end-user productivity and eliminate problem areas. Gathers and provides a record of day-to-day customer interactions including work performed, work that needs to be performed, customer technology requests, and ideas for process improvement, working with IT coordinators to ensure needs are captured and addressed. Provides regular direct in-person support, troubleshooting, or training in regional branch and jobsite locations. Travels to assigned regional branch locations on a bi-annual scheduled basis to provide in-person customer outreach.
    • ISSUE & REQUEST RESOLUTION - Conducts Tier 2 support as an escalation point from all other IT Support teams and a dispatchable resource from Help Desk to aid in the resolution of end-user issues. Partners with Tier 3 resources to solve expert-level issues or develop complex solutions for end-user needs. Prioritizes resolving issues and requests in a prompt and thorough manner. Assists with the identification, containment, eradication, and recovery from cyber-attacks against end-user environments. Ensures troubleshooting steps and work completed are documented within the ticket and a helpful explanation of resolution is communicated with the customer.
      • CONSTRUCTION OPERATIONS SUPPORT - Supports construction operations as a subject matter expert, maintains and grows an expert understanding of critical software and hardware, including estimating applications, BIM/VDC applications and functions, shop systems, and equipment, tool crib software, field equipment, and applications, and others as required. Collaborates with IT and operational leaders to implement and support new initiatives and assists with initiative prioritization and planning.
        • SERVICE OPERATIONS SUPPORT - Supports service operations through a deep understanding of critical software and hardware usage, service technician equipment and applications, and service processes. Partners with Business Applications team and mobile support staff to ensure service technician applications and equipment are configured, deployed, and operational. Collaborates with IT and operational leaders, including the Company Call Center, to implement and support new initiatives and assists with initiative prioritization and planning.
          • DOCUMENTATION - Maintains appropriate documentation and files for end-user setup, configuration, troubleshooting, instruction, and record-keeping purposes. Ensures tickets are documented and resolutions communicated properly; provides troubleshooting or implementation steps to IT staff for Knowledgebase archive. Reports weekly on the status of major issues and tasks. Participates in regular meetings with IT staff to report on work complete and to collaborate on issues, solutions, and action items. Assists with the mentorship and knowledge development of junior staff.
            • OTHER DUTIES - Performs other duties as required.Requirements:
              • Degree in MIS or related IT field preferred
              • 5+ years experience in an IT customer support role
              • Deep working knowledge of a variety of technologies and platforms (operating systems, computer hardware, and software).
              • Excellent Customer Service Skills
              • Working knowledge and experience with Information Technology operational processes, customer support processes, and vendors.
              • Strong organizational skills with the ability to prioritize, manage, and perform multiple tasks with multiple deadlines, respond quickly to changing priorities, and follow through on all tasks.
              • Analytical Skills: Ability and willingness to learn new tasks and software as required. Ability to work and think independently to troubleshoot, document, and resolve issues.The Waldinger Corporation is a full-service mechanical, electrical, sheet metal, and service contractor operating under a people-first approach. The Waldinger Corporation has branches throughout the M.W. and S.E. United States and has built a reputation as an industry leader since its beginnings in 1906.The Waldinger Corporation is an EOE, including disability/vets.The Waldinger Corporation participates in E-Verify.

Keywords: The Waldinger Corporation, St. Louis , Senior Information Technology Support Analyst, IT / Software / Systems , Saint Louis, Missouri