Senior IT Analyst - Central Service Desk at MacLean Power Systems
Worldwide
<p class="MsoNormal"><span data-teams="true"><span style="font-size: inherit;">MacLean Power Systems (MPS) is a leading manufacturer of engineered products and solutions used in the maintenance, repair, upgrade, and construction of transmission, distribution, and substation infrastructure. <em>LEADING THE WAY™</em> in innovation, MPS is dedicated to keeping the power infrastructure performing optimally by supplying world-class solutions to fulfill the needs of customers who maintain electrical services to consumers worldwide. We operate seventeen facilities across North America and continually invest in our manufacturing capabilities to better serve our customers. Learn more at </span><a rel="noreferrer noopener" href="http://www.macleanpower.com/" id="menur77k" target="_blank" title="http://www.macleanpower.com/" aria-label="Link www.macleanpower.com"><span style="font-size: inherit;">www.macleanpower.com</span></a></span></p><table style="border: none; border-collapse: collapse;" border="1" cellspacing="0" cellpadding="0"> <tbody> <tr> <td style="width: 539.5pt; border: none; background: #C00000; padding: 0in 5.4pt 0in 5.4pt;" valign="top"> <p style="margin: 0in; font-size: 12pt; font-family: 'Times New Roman', serif;"><span style="font-family: Calibri, sans-serif; color: white;">Job Summary</span></p> </td> </tr> <tr> <td style="width: 539.5pt; border: none; border-top: none; padding: 0in 5.4pt 0in 5.4pt;" valign="top"> <p style="margin: 0in; font-size: 12pt; font-family: 'Times New Roman', serif;"><span style="font-family: Calibri, sans-serif; color: black;">The Senior IT Analyst is the senior technical analyst within MPS Central Service Desk, providing advanced remote support, serving as an escalation point for complex end-user issues, coaching other analysts, and strengthening knowledge and service quality. The role supports Microsoft 365, Windows endpoints, identity/access workflows, standard business applications, workstation lifecycle activity, and cross-team troubleshooting while ensuring incidents and requests are resolved with strong documentation and customer communication. </span></p> </td> </tr> <tr> <td style="width: 539.5pt; border: none; border-top: none; background: #C00000; padding: 0in 5.4pt 0in 5.4pt;" valign="top"> <p style="margin: 0in; font-size: 12pt; font-family: 'Times New Roman', serif;"><span style="font-family: Calibri, sans-serif; color: white;">Job Duties</span></p> </td> </tr> <tr> <td style="width: 539.5pt; border: none; border-top: none; padding: 0in 5.4pt 0in 5.4pt;" valign="top"> <ul style="margin-bottom: 0in; margin-top: 0px;"> <li style="margin: 0in 0in 0in 0px; font-size: 12pt; font-family: 'Times New Roman', serif;"><span style="font-family: Calibri, sans-serif; color: black;">Resolve complex incidents and requests escalated from IT Analysts, including endpoint, Microsoft 365, collaboration, authentication, printing, software, peripheral, and remote-access issues within defined support boundaries. </span></li> <li style="margin: 0in 0in 0in 0px; font-size: 12pt; font-family: 'Times New Roman', serif;"><span style="font-family: Calibri, sans-serif; color: black;">Serve as shift/queue escalation lead when the Supervisor is unavailable and help prioritize urgent business-impacting work. </span></li> <li style="margin: 0in 0in 0in 0px; font-size: 12pt; font-family: 'Times New Roman', serif;"><span style="font-family: Calibri, sans-serif; color: black;">Coach IT Analysts on troubleshooting, ticket quality, knowledge use, customer communication, and adherence to standard procedures. </span></li> <li style="margin: 0in 0in 0in 0px; font-size: 12pt; font-family: 'Times New Roman', serif;"><span style="font-family: Calibri, sans-serif; color: black;">Create and maintain knowledge articles, troubleshooting runbooks, standard request instructions, and analyst training materials. </span></li> <li style="margin: 0in 0in 0in 0px; font-size: 12pt; font-family: 'Times New Roman', serif;"><span style="font-family: Calibri, sans-serif; color: black;">Identify recurring incidents and escalate potential problems to the appropriate technical owner with complete evidence and business context. </span></li> <li style="margin: 0in 0in 0in 0px; font-size: 12pt; font-family: 'Times New Roman', serif;"><span style="font-family: Calibri, sans-serif; color: black;">Support workstation provisioning, refresh, replacement, collection, asset reconciliation, and remote deployment activities. </span></li> <li style="margin: 0in 0in 0in 0px; font-size: 12pt; font-family: 'Times New Roman', serif;"><span style="font-family: Calibri, sans-serif; color: black;">Coordinate with Regional IT Site Leaders when hands-on local support is required and ensure remote-to-field handoffs are complete and clear. </span></li> <li style="margin: 0in 0in 0in 0px; font-size: 12pt; font-family: 'Times New Roman', serif;"><span style="font-family: Calibri, sans-serif; color: black;">Support onboarding/offboarding technology tasks and approved access requests according to established authorization and security procedures. </span></li> <li style="margin: 0in 0in 0in 0px; font-size: 12pt; font-family: 'Times New Roman', serif;"><span style="font-family: Calibri, sans-serif; color: black;">Participate in testing new support processes, automation, self-service, endpoint changes, and service improvements before wider rollout. </span></li> </ul> </td> </tr> <tr> <td style="width: 539.5pt; border: none; border-top: none; background: #C00000; padding: 0in 5.4pt 0in 5.4pt;" valign="top"> <p style="margin: 0in; font-size: 12pt; font-family: 'Times New Roman', serif;"><span style="font-family: Calibri, sans-serif; color: white;">Experience and Education</span></p> </td> </tr> <tr> <td style="width: 539.5pt; border: none; border-top: none; padding: 0in 5.4pt 0in 5.4pt;" valign="top"> <ul style="margin-bottom: 0in; margin-top: 0px;"> <li style="margin: 0in 0in 0in 0px; font-size: 12pt; font-family: 'Times New Roman', serif;"><span style="font-family: Calibri, sans-serif; color: black;">Associate or bachelor’s degree in IT or related field preferred; equivalent experience considered. </span></li> <li style="margin: 0in 0in 0in 0px; font-size: 12pt; font-family: 'Times New Roman', serif;"><span style="font-family: Calibri, sans-serif; color: black;">Typically 4+ years of enterprise service desk, desktop support, or end-user technology experience. </span></li> <li style="margin: 0in 0in 0in 0px; font-size: 12pt; font-family: 'Times New Roman', serif;"><span style="font-family: Calibri, sans-serif; color: black;">Strong experience supporting Windows endpoints, Microsoft 365, collaboration tools, identity/access issues, remote support, hardware, and common business applications. </span></li> <li style="margin: 0in 0in 0in 0px; font-size: 12pt; font-family: 'Times New Roman', serif;"><span style="font-family: Calibri, sans-serif; color: black;">Experience with ITSM platforms, knowledge management, asset records, and device deployment required. </span></li> <li style="margin: 0in 0in 0in 0px; font-size: 12pt; font-family: 'Times New Roman', serif;"><span style="font-family: Calibri, sans-serif; color: black;">CompTIA, Microsoft, ITIL, or equivalent certifications preferred. </span></li> </ul> </td> </tr> <tr> <td style="width: 539.5pt; border: none; border-top: none; background: #C00000; padding: 0in 5.4pt 0in 5.4pt;" valign="top"> <p style="margin: 0in; font-size: 12pt; font-family: 'Times New Roman', serif;"><span style="font-family: Calibri, sans-serif; color: white;">Competencies/ Skills</span></p> </td> </tr> <tr> <td style="width: 539.5pt; border: none; border-top: none; padding: 0in 5.4pt 0in 5.4pt;" valign="top"> <ul style="margin-bottom: 0in; margin-top: 0px;"> <li style="margin: 0in 0in 0in 0px; font-size: 12pt; font-family: 'Times New Roman', serif;"><span style="font-family: Calibri, sans-serif; color: black;">Advanced troubleshooting </span></li> <li style="margin: 0in 0in 0in 0px; font-size: 12pt; font-family: 'Times New Roman', serif;"><span style="font-family: Calibri, sans-serif; color: black;">Customer communication </span></li> <li style="margin: 0in 0in 0in 0px; font-size: 12pt; font-family: 'Times New Roman', serif;"><span style="font-family: Calibri, sans-serif; color: black;">Coaching and informal leadership </span></li> <li style="margin: 0in 0in 0in 0px; font-size: 12pt; font-family: 'Times New Roman', serif;"><span style="font-family: Calibri, sans-serif; color: black;">Knowledge-centered support </span></li> <li style="margin: 0in 0in 0in 0px; font-size: 12pt; font-family: 'Times New Roman', serif;"><span style="font-family: Calibri, sans-serif; color: black;">Ticket quality </span></li> <li style="margin: 0in 0in 0in 0px; font-size: 12pt; font-family: 'Times New Roman', serif;"><span style="font-family: Calibri, sans-serif; color: black;">Prioritization </span></li> <li style="margin: 0in 0in 0in 0px; font-size: 12pt; font-family: 'Times New Roman', serif;"><span style="font-family: Calibri, sans-serif; color: black;">Collaboration across technical teams </span></li> <li style="margin: 0in 0in 0in 0px; font-size: 12pt; font-family: 'Times New Roman', serif;"><span style="font-family: Calibri, sans-serif; color: black;">Attention to asset/control requirements </span></li> </ul> </td> </tr> </tbody> </table> <p> </p><div> <div> <div> <div> <p>EOE-Minority/Female/Disability/Veteran</p> <p>Various agencies of the United States Government require employers to maintain information on applicants pertaining to factors such as race, sex, and type of position for which an individual applies. The information requested is voluntary and for compliance with certain record keeping requirements. MacLean Power, LLC has a long-standing commitment to equal employment opportunity for all its associates and applicants for employment. MacLean Power, LLC believes all persons are entitled to equal employment opportunities and does not discriminate against its employees or applicants for employment because of race, color, gender, affectional or sexual orientation, domestic partnership status, ancestry, religion, national origin, citizenship status, marital status, disability, veteran status, age or any other protected group status. <br> <br> <em>All job offers are conditional, upon successful completion of pre-employment screening, including criminal checks, drug testing, employment, and education verification.</em></p> </div> </div> </div> </div>
Apply Now
