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IS Support Analyst 2

Requisition ID:  92731
Business Unit:  Meggitt USA Services (3405)
Location: 

Milwaukie, OR, United States, 97128

Innovation is at the heart of everything we do at Meggitt, a worldwide leader in aerospace, defence and selected energy markets. We believe in our vision of ‘Enabling the Extraordinary: To Fly, To Power, To Live”. These core values – teamwork, integrity and excellence – are what have allowed us to become the company we are today. With facilities and over 10,000 employees worldwide, Meggitt draws on over 160 years of expertise to enhance the lives of people across the globe.

Our Corporate Functions keep our business competitive by providing first-class support from Quality through to Finance and HR.

Headquartered in the UK, Meggitt PLC is a global engineering group specialising in extreme environment components and smart sub-systems for aerospace, defence and energy markets. Some 10,000 people are employed across manufacturing facilities in Asia, Europe and North America and regional bases in Brazil, India and the Middle East.

Job Designation

This position is key to enabling the delivery of high-quality service to end users. It requires the ability to work independently under guidelines and defined service level agreements (SLA) to ensure overall service levels are maintained and continually improved. Utilize technical experience and customer service skill to assist end users resolve incidents and fulfil requests remotely and escalate as needed.  Focus on customer service through achievement of service response and resolution times as prescribed in Service Level Agreements. Use Knowledge base and Service Management tools to ensure effective response and resolution of incidents and fulfilment of service requests. Pursue ongoing technical and business knowledge growth through collaboration with other ITG Support teams as opportunities arise.

Job Core Responsibilities

Responsible for working and tracking all reported issues and service requests from beginning to resolution within predetermined service levels using the ticketing system
Provide onsite and remote support of laptops, pc’s, printers, mobile devices, and other computing equipment
Apply analytical skills to assess and resolve technical issues related to computing needs of end-users
Learn and implement approved ITG policies, processes, and procedures
Monitor the Service Management queues following the Service Desk checklist
Provide initial response support to the Meggitt sites
Log all incidents and service requests in the Service Management system 
Create well-documented and actionable tickets. Ensure all relevant information is entered in the Service Management system
Resolve incidents and fulfil requests upon initial response where possible
Triage all support requests coming to ITG via the service desk phone, e-mail, and self-service portal
Escalate incidents and requests following the escalation and notifications procedure  
Collaborate with team members that may be in another office or department
Use Knowledge base to investigate, diagnose and resolve incidents remotely 
Request and/or create knowledge articles in the knowledge base 
Meet Service Level Agreements and Continuous Improvement objectives  
Share knowledge openly and collaboratively
Other tasks assigned by supervisor  

Job Specifications

Education : Post-secondary degree or equivalent combination of relevant education and work experience that will allow successful performance of job expectations
Certifications  
Years Experience : 3-5 years relevant experience
Skills :       

Ability to work independently and collaboratively, under pressure and within strict time constraints while working in a continually changing environment 
Experience supporting manufacturing, production facilities. 
Strong understanding in Microsoft Products including Windows desktop OS, Server, and Office 
Technical knowledge of supporting Windows Active Directory on multiple domains including Group Policy management and user account creation and maintenance
Basic understanding of common network protocols and services including TCP\IP, telnet, DHCP, and VPN
Possess the verbal and written communication skills to work effectively with technical and non-technical personnel at various levels in the organization
Create and maintain knowledgebase and end user documentation 
Strong customer service skills
Logical approach to problem solving 
Self-motivated Team player 
Patience and ability to remain calm under pressure 
Experience in the day-to-day support of:
Printer and Peripheral Support
Desktop Applications and Desktop Administration   
PC network and internet connectivity 
Windows Support and Windows Operating Systems
Active Directory, Microsoft Exchange Administration. SharePoint
Remote Access Tools 
VIP Support 
Strong oral and written communication skills

Meggitt is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.

If you are a qualified individual with a disability or a disabled veteran, you have the right to request an accommodation if you are unable or limited in your ability to use or access our career center as a result of your disability. To request an accommodation, contact a Human Resources Representative at 1-855-474-7665 or HRISon@meggitt.com.

If this position is located in the United States, this job will require use of information which is subject to the International Traffic in Arms Regulations (ITAR). As such, all applicants must be U.S. persons within the meaning of ITAR. ITAR defines a U.S. person as a U.S. Citizen, U.S. Permanent Resident (i.e. 'Green Card Holder'), Political Asylee, or Refugee

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