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    IT Client and Operations Analyst - Minneapolis, United States - Braun Intertec

    Braun Intertec
    Braun Intertec Minneapolis, United States

    2 weeks ago

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    Description

    ESSENTIAL AND PRIMARY RESPONSIBILITIES Client Focus:

    Provides hands on customer support of client side desktops, laptops, mobile phones, software installation and the like

    Maintains, repairs, and troubleshoots desktop hardware and software packages

    First escalation point from the Help Desk to assist customers that require a higher level of expertise in technical troubleshooting of hands on assistance

    Escalate tickets that require an advanced level of technical expertise, if unable to resolve within SLA

    Accurately assesses, records problems, and updates status using the Service Desk support ticketing system

    Training staff and orienting them on how to use computer hardware and software systems

    Accurately inventory users current hardware and the allocation of new hardware to users

    Performs in-house diagnostics and repairs computers, smart phones and tablet PCs

    Configure and deploy mobile phones and tablets

    Imaging and deployment of new hardware devices following process and procedures on imaging of devices

    Setup, breakdown and troubleshoot audio visual equipment for conferences and meetings

    Assists in writing and editing Help Desk articles and application documentation

    Provides exceptional customer Service with every customer engagement

    Participates in continuous improvement

    Work both in a team atmosphere but also a demonstrated ability to reliably work independently with little to no supervision taking work assignment from the ticketing system

    Operations Focus:

    Work with team members across Business Technology and partners to identify and implement operational monitoring, workflow and management of requirements and opportunities for improvement in alignment with standard operating procedures.

    Identify, investigate and resolve problems in various fields or specialized areas (security, network, email, application, server, etc).

    Supports the analysis, configuration, execution, and maintenance of various operations systems and tools .

    Gather, maintain, distribute, and analyze data and information for dashboards / reporting and to identify business opportunities.

    Execute and maintain SOPs (Standard Operating Procedures) for recurring process of the job.

    Keep updated on industry and market trends.

    REQUIRED COMPETENCIES & SKILLS Inclusivity & Core Values. Braun Intertec employee owners are required to carry out Braun Intertec Values every day and as such must possess the following competencies:

    Actively demonstrates a commitment to creating an inclusive workplace through active listening to and inclusion of diverse perspectives; demonstrates respect for all and actively works to build trust-based relationships with colleagues and clients.

    Demonstrates commitment to working safely; fully participates in Company's safety initiatives and policies; always looks out for the health and safety of self and others.

    Is consistently responsive and follows through on commitments to self and others; provides the information others need to know to do their jobs and to feel good about being a member of the team and Braun Intertec.

    Shows initiative and commitment to ongoing learning, growth, and development; willingness to openly seek, receive, and give respectful feedback; commitment to continuous improvement of self, responsibilities, and processes.

    Champions the Employee-Owned Stock Ownership Plan through participation in the Plan and ESOP activities and events.

    Actively acknowledges, recognizes, and celebrates the contribution of others.

    Position Requirements. In addition, this position requires the following skills:

    Demonstrated exemplary customer service

    Approachable, open, friendly oral and written communication

    Ability to change direction and adapt to changing rate of ticket flows as customers require assistance

    Ability to prioritize and perform mu tiple tasks / projects and deliver to scope and schedule

    Ability to communicate and work effectively with people at all levels

    Handling and disposition of sensitive and confidential information

    Reliable work availability, working some evenings and weekends to perform unscheduled and 'crisis management' tasks as required

    Base conceptual understanding of enterprise security architecture, identity and access management, operating system and network administration and protocols.

    Minimum Experience, Education, and Technical Skills:

    Comp TIA A+ or similar training or experience

    Associate's degree or equivalent experience in a related field

    Three to five years of customer service background

    Five years of related IT and / or security related experience

    One or more security related certifications preferred

    Exposure to NIST and/or other security frameworks

    Experience in working with geographically disbursed remote users and offices

    As an EEO/Affirmative Action Employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, veteran or disability status. Braun Intertec strives to ensure that its careers web site is accessible to all. If you need assistance completing your online application, please email As an Equal Opportunity Employer, Braun Intertec is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans. If you need a reasonable accommodation to assist with your job search or application for employment, please e-mail us at In your e-mail, please include a description of the specific accommodation you are requesting as well as the job title and requisition number of the position for which you are applying.

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