Site IT Desktop Support Analyst - Military Veterans

What you’ll do:

The primary function of this position is to provide end user support, support device lifecycle management, and ensure compliance with all of Eaton's policies and procedures with minimal supervision.  Our customers include all of Eaton’s users (local and remote) including the executive leadership team.   This role requires working on-site M-F at our beautiful Beachwood North American Headquarters. Candidate must currently reside local to Beachwood, Ohio. 

Job Responsibilities:    

• Deployment, configuration, and support of hardware, client operating systems, and productivity software for end users. Hardware support includes online PCs, PC Peripherals, PC non-networked, OT Systems (I4.0), Hand Scanners, MFD Printers, Label Printers, plotters, switches, wireless access points, Virtual Machines, UPS, R&D Labs, and Mobile Phones etc. 
• Follow IT Service Management (ITSM) processes: asset management, change management, incident management, request management, problem management, and project management to serve end users and maintain high levels of performance in achieving service level agreements.
• Participate and update in the annual refresh of IT disaster recovery plan, as well as walkthrough of plan with stakeholders if required.
• Participate in application, infrastructure, security, operational excellence initiatives, and support activities as needed.
• Assist with support of site-based IT systems and provide input on IT process to support the manufacturing equipment.
• Under supervision, participate in trouble-shooting and resolution of larger IT issues.  Assist in efforts related to root cause analysis and problem management as needed.
• Identify opportunities for improvement (e.g. 5S - clean workplace initiative)
• Liaison between IT and users to drive IT standards.  Share information about standards, policies and best practices with end users to increase user satisfaction.
• Participate in internal audits related to IT processes, procedures, software, and systems.  
• Participate in the Inventory, Risk Assessment & Profit Planning Process. 
• Adhere to company policies and procedures always, including, but not limited to: ethics, data protection, information security, human resources, and compliance policies and procedures. Protect both Eaton's physical and information assets.

Qualifications:

Required (Basic) Qualifications:

•    High school diploma required
•    Minimum 2 years of Information Technology (IT) experience required.
•    Experience working with various levels of personnel including Sr Leadership members.
•    This position requires use of information or access to hardware which is subject to the International Traffic in Arms Regulations (ITAR). 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.
•    Legally authorized to work in the U.S. without company sponsorship now or in the future. 
•    No relocation benefit is being offered for this position.  Only candidates currently residing within a 50-mile radius of Beachwood, Ohio will be considered.  Active-Duty Military Service member candidates are exempt from the geographical area limitation.

Preferred Qualifications:

• Intermediate knowledge of MS Windows Operating Systems.
• Intermediate knowledge of MS Office Suites - PowerPoint, Excel, SharePoint, Outlook.
• Intermediate knowledge of Hardware - Online PCs, PC Peripherals, PC non-networked, OT Systems (I4.0), Hand Scanners, MFD Printers, Label Printers, plotters, switches, wireless access points, Virtual Machines, UPS, R&D Labs, and Mobile Phones etc. 
• Intermediate knowledge of other IT infrastructure – network, servers, storage, phone systems.
• Ability to adapt and learn; to support complex IT environments that may contain various operating systems, desktop, network, phone, and mobile technology.
• Miscellaneous equipment used in manufacturing locations such as bar code scanners, specialized printers, industrial PCs, RF Scanners, etc.
• IT Service Management (ITIL) - Asset Management, Incident Management, Request Fulfilment, Problem Management, and Change Management.
• Excellent customer service and communication skills.
• Ability to relate well to people at all levels of the organization.
• Self Motivated.
• Team player.
• Problem Solving-Technical Agility.
• Ability to Work Under Pressure.