IT Support Analyst Intern - Des Plaines, United States - Martin-Brower

Description

Overview:

Martin Brower is a global supply chain leader that provides smart, sustainable solutions for customers across 18 countries. We are dedicated to creating an outstanding work environment for our team of 12,500+ employees, who combine our expertise with the latest technologies to deliver unmatched value for our customers.

***Must be able to work in Rosemont, IL***

Position Summary:

The IT Field Support Analyst will travel between our Distribution Centers and provide support for business-critical applications and devices while making independent business critical decisions based on their experience and expertise. This position is accountable for resolving highly complex computing, networking, and application issues at a local and Global IT level. The IT Support Analyst will identify and solve common, recurring issues and escalate as appropriate. This position will also be responsible for the supporting, implementing and enforcement of Martin Brower IT Policies, and will interact with Corporate and Global IT support and resolution teams daily. The ideal candidate is an experienced IT professional with a solid background and education in IT, an independent decision maker and risk taker, with a goal to advance in their career.

Position Responsibilities may include, but not limited to:

• Independent issue resolution for support incidents, demonstrating consistent ability to own issue resolution from start to finish, including making business critical decisions that may affect he immediate abilities of groups of users or a distribution centers capabilities to continue business.
• Able to attend priority 1 or 2 business impacting or business outage support conference calls and make sound business critical decisions that may affect operations, transportation, order processing, finance, or other business functions.
• Learn and keep up to date with rapidly changing business applications and hardware, as well as participating in decision making for purchasing and implementing hardware and software.
• Assist in solving issues for distribution center/call center customers with business applications including ERP and WMS including other Martin Brower and Reyes Holdings application portfolio through personal knowledge and by working with other application teams.
• Monitoring and troubleshooting standard, aligned infrastructure, including:
• Personal computing devices (laptops, desktops, etc.)
• Network equipment (switches, routers, and access points)
• Material handling equipment (MHE) technology
• Handheld device support (Vocollect Headsets, XRS tablets, PDA devices (FUTURE), etc.)
• Printers (laser, thermal, line, copiers, etc.)
• UPS units
• Lead and support laptop deployment and related technology packs, as needed, in alignment of agreed IT procurement processes.
• Ability to recognize, define and document resolutions and repeatable fixes for frequent issues that will be published to the team and Level 1 support.
• Document and escalate issues to appropriate IT technology, infrastructure and application groups via standard processes and business leadership.
• Participate in an off-hour support as needed.
• Work effectively across multiple corporate functions including business, engineering, operations, and manufacturing.
• Leverage recurring incident and ticket metrics to identify recurring and actionable issues.
• Creation of training documents, if necessary, and training of peers and end-users.
• Perform site audits and asset management, annually or as needed
• Maintain awareness of IT trends, technology, and regulations that could impact company and identify risks and issues.
• Attending Reyes Holdings IT change control and other infrastructure related meetings and identify, approve, or deny change requests control that could have possible impacts to the business.
• Responsible for asset management, to include maintaining current inventory of devices, tracking devices, reclaiming devices no longer in use, and aligned procurement and spend company expense and capital funds.
• Interact and manage incidents with 3rd party vendors for support.
• Independently run small projects, leading application, infrastructure, and business resources utilizing the SDLC model including resource and budget management.
• Demonstrate self-confidence while showing respect and support to others.
• Independently develop and nurture strong and appropriate relationships with business and technical partners as well as customers to advance system efficiency and overall IT perception and support.
• Other projects or duties as assigned.

Required Skills and Experience:

• Degree in Information Systems, Bachelor preferred, Management Information System, Computer Science, Information Technology or related field work experience working in a technical support environment, specifically supporting business applications and devices.
• Thorough knowledge of supported software applications and hardware.
• Working knowledge of common network and end user device troubleshooting is preferred.
• Understands difference between software deficiency and user training and can apply knowledge appropriately.
• Must be analytical and detail-oriented with excellent troubleshooting and problem-solving abilities.
• Must be an independent thinker and decision maker, with the interests of the business and business continuity in mind.
• Must have strong communication, organization and interpersonal skills, in addition to excellent customer service skills.
• Ability to manage multiple tasks simultaneously.
• Ability to write reports, business correspondence, and procedure manuals.
• Ability to effectively present information and respond to questions in a group setting.
• Ability to provide remote support to end users over telephone or screen sharing.
• Ability to work in 24/7 warehouse environment.
• Self-motivated with the ability to meet deadlines on multiple tasks.
• Willing to travel to remote distribution centers up to 25% or as needed.
• This position must pass a post-offer background and drug test.

Preferred Skills and Experience:

• Project management experience and/or certification.
• Familiarity of business intelligence and data analytics solutions.

Physical Demands and Work Environment:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Due to the nature of our business in regard to such things as delivery schedules, order inputs, selection, and Department of Transportation Hours of Service, overtime, attendance and punctuality are essential job functions. Should an individual in this classification not be able to adhere to this requirement due to a disability, they should contact their Human Resources department to see what, if any, reasonable accommodation may be made.