IT Operations System Analyst

• Assist in developing long-term strategies and capacity planning for meeting future IT needs

• Implement all IT policies and procedures, including those for architecture, security, disaster recovery, standards, purchasing, and technology and service provisioning
• Assist with financial aspects of the IT Department, including purchasing, and budgeting
• Collaborate with other IT teams to identify and/or procure new technologies

• Be reachable after normal work hours and on weekends for high priority, production impacting support
• Travel and provide support between assigned sites
• Process in-person IT services to ensure courteous, timely and effective resolution of end user issues
• Process incoming calls to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues
• Process site-specific IT services manager incidents and tasks to ensure courteous, timely and effective resolution of end user issues and broader GIS projects
• Contribute to problem resolution by giving in-person, or video call – “hands-on” support to end users
• Assist with site-specific IT projects as well as broader GIS projects/tasks
• Deploy, monitor, maintain, update and support IT systems, including PC, tablet and telephony hardware, operating systems, software and peripherals
• Deploy, monitor, maintain, update and support server hardware, their operating systems, software and peripherals
• Practice asset management for IT hardware, software, and equipment
• Establish and maintain regular written and in-person communications with the organization’s end users, management and department heads regarding pertinent IT activities
• Review performance of IT systems to determine operating costs, productivity levels, and upgrade requirements
• Work with Infrastructure and Data Services groups to deploy, support, monitor and maintain all hardware and software based on operation’s needs
• Coordinate research on potential technology solutions and implementations in support of new initiatives, opportunities, and procurement efforts
• Assist with improvement in quality and quantity of documentation for global processes and procedures
• Collaborate with business customers to identify opportunities for improvements to processes and standards at the local site
• Enforce request handling and escalation policies and procedures.
• Identify, recommend, develop and implement end user training programs to increase computer literacy and self-sufficiency

• Attend training seminars, conferences and trade shows to broaden knowledge of current and future Service Desk issues and technologies
• University degree in the field of computer science or information systems or equivalent, 4 year related work experience
• Current Technical Certifications (i.e., Microsoft Professional, A+, etc.) or motivation to attain certification

• Hands on experience installing IT hardware and software
• Speaks English intermediate level
• Working technical knowledge of:

• Operating systems (i.e. Microsoft Windows Workstation, Microsoft Windows Server, iOS, and Android)
• Current network hardware protocols, and standards (i.e. Routers, Switches, TCP/IP, DNS and DHCP)
• Ability to operate tools, components, and peripheral accessories
• Able to read and understand technical manuals, procedural documentation, and OEM guides
• Understanding of project management principles
• Experience with Microsoft Office, Teams, SharePoint, etc. software
• Knowledge of PLC controls is an asset
• Superior understanding of the organization’s goals and objectives
• Demonstrated ability to apply IT in solving business problems

• Strong interpersonal skills
• Strong written and oral communication skills
• Strong customer service orientation
• Highly self-motivated
• Ability to conduct research into IT issues and products as required
• Ability to present ideas in business-friendly and user-friendly language
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Experience working in a team-oriented, collaborative environment
• Ability to perform general mathematical calculations for the purpose of creating business cases, budgets, and so on

• Follow all publicized safety policies/procedures applicable to the job.
• Use appropriate PPE that has been identified on the Hazard Analysis for the department/role.
• Attend and participate in all safety training Safety meetings, audits and Behavior Based Safety programs assigned.
• Report all safety hazards observed. If capable, correct the safety hazard identified.
• Maintain a clean, orderly and safe work environment.

Albany International