IT Support Analyst

BURNCO is currently looking to engage contracted services of an energetic, personable, and talented IT Support Analyst for our Information Technology team. This will be an onsite role located at our Westminster, Colorado office that will require travel to our field sites in our Colorado region, and will report directly to our Manager, IT Service Desk and supported by the Site Admin Lead for the region. You will provide onsite and remote technical support to End Users ensuring timely and accurate resolution with a high level of customer satisfaction. As the region's contracted IT Support Analyst, you will also be responsible for supporting the daily operations of the organization. You will be a strong problem-solver, and have proven experience working independently, as well as within a team environment. As one of the key representatives for IT, you will gain an understanding of the systems and interfaces of our environment and operate as the representative for technology groups and policies while ensuring a high standard of customer satisfaction.In addition to the overall responsibilities mentioned, you will also be involved in:What You Will Be DoingStrategy & PlanningOperating as the onsite representative for all IT groups including Networking, Infrastructure, Security, and End User ComputingWorking collaboratively to deliver on larger IT, and business initiatives, and guiding on IT best practices and requirements when necessaryLiaise with IT/IS stakeholders to drive standards and best practices in the field, and ensure complianceLiaise with Vendors for onsite work as neededOperational ManagementAnswer Help Desk calls and email requests in a professional, courteous mannerProviding on-site and remote Tier-2 end-user technical supportPerforming preventative, routine maintenance on location, at multiple sitesObtaining and maintaining detailed catalog of assets per siteTraining users on Desktop applications such as MS Office Suite, Adobe products, and industry specific business applicationsInstalling, configuring, and troubleshooting computer hardware, software, peripherals, VOIP and Mobile phonesHandling basic networking issues and tasks, including troubleshooting connectivity issues, configuring IP settings and setting up wireless networks.Creating, deploying, and managing Windows images using technologies such as System Center Configuration Manager (SCCM) and Microsoft Intune.Procuring, Deploying, and supporting mobility devices (iOS and Android)Assist with application testing as necessaryAbility to create, and maintain IT Knowledge base with user training, and procedural documentationCreating and managing active directory and o365 hybrid domain accountsManaging Incidents and Service Requests in ServiceNowRegular reporting on activities, including identification of deficiencies and suggested steps to remediateCollaborate with second and third tier support teams to identify, troubleshoot, and remediate network deficienciesOperate as on-premises support for changes, maintenance, or configuration tasksPerform regular maintenance of software, and equipment to ensure longevity and cleanlinessWorking collaboratively to deliver on larger IT, and business initiatives, and guiding on IT best practices and requirements when necessaryEnsure that all equipment rooms are tidy, organized, and maintained to standard as guidedAvailability to participate in emergency response (including after hours)Proactive maintenance and procurement of equipment in a timely fashion to prevent service interruptionsAssist with coordination of efforts for onboarding new users, and de-provisioning exiting usersAdditional duties as directedReality of the JobOn -Call availability requiredFrequent travel to multiple BURNCO sites required, requiring comfortability in an industrial setting (PPE Required)Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer componentsRoutine inspection of devices, systems and cables in floors and ceilingsLifting and transporting of moderately heavy objects, such as desktop computers, switches, UPS and peripheralsYou Are Someone Who Is/HasProactive and self-motivated, with keen attention to detailOwns mistakes and executes strong remediation/resolution, thereby generating trustStrong planning, organizing and time management skills with excellent attention to detailGood written and oral communication skills; good interpersonal skillsProven analytical and problem-solving abilitiesAptitude for technologyProfessionally mature with sound judgment and decision-making skillsStrong customer service orientationAbility to present ideas in business-friendly and user-friendly languageAbility to effectively prioritize tasks in a fast-paced environment.What We Would Like From YouEducation/Certifications, QualificationsCertification in ITIL, A+, MCSA or similar considered an assetExperience with ServiceNow, or other ITSM ticketing systemsProven ability to provide consistent, exemplary customer serviceExisting experience support Office 365Mobility supportExperience supporting Windows desktops, and desktop architectureSound understanding of networking conceptsExperience & KnowledgePassion for customer service, and a high standard of service delivery2-5 years' experience in a similar IT support roleProficiency in Spanish would be considered an assetExperience with Windows imaging and deployment tools (SCCM, Intune, etc)Basic networking knowledge (TCP/IP, DNS, DHCP, etc) and experience handling wireless network setups and troubleshootingStrong planning, organizing and time management skills with excellent attention to detailGood written and oral communication skills; good interpersonal skillsProven analytical and problem-solving abilitiesAbility to multitask based on priorityRespectful of leadership input and directionExtensive Knowledge of Active Directory is a mustRequest & Incident ownershipMicrosoft Office proficiency, specifically with Office 365Ability to terminate, and test copper cableExperience working in a team-oriented, collaborative environmentOrganizational skills as related to cable management, networking cabinets, desktop cleanlinessKnowledge of ServiceNow platform is a plusReceptive to feedbackIMPORTANT: This position will require the successful candidate to:have and maintain a valid Driver's Licenseprovide a clean Driver's Abstract for review, if requiredprovide a valid passport - ability to travel to Canada while infrequent may be requiredsuccessfully pass pre-employment checksSalary range - USD 76,000-95,000 Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. 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