Job Title: IT Support Analyst
We are seeking a skilled and detail-oriented IT Support Analyst to join our team. As an IT Support Analyst, you will play a critical role in ensuring the smooth operation of our organization's IT systems.
Key Responsibilities:
The successful candidate will have strong analytical and problem-solving skills, as well as experience working in a large global organization. You will be directly responsible for keeping all IT assets and systems installed in the GM environment running, interacting with internal and external teams.
* Coordinate and perform work under general direction from site leadership and in-line with GMIT policies and procedures.
* Provide production shift support by operating as a focal point to address all IT related requests as well as coordinate resolution of IT related incidents.
* Follow incident management process and contact appropriate IT support personnel on duty to resolve application and network issues.
* Coordinate fact finding and business impact assessment by contacting business partners.
* Initiate incident management process to coordinate resolution of issues and operate as focal point coordinating communication between central support and business partners.
* Provide troubleshooting to resolve device and network connectivity issues.
* Use common corporate IT tools to perform asset management, patching, and software installation.
* Use corporate IT tools to perform remote device management and user support.
* Build clients (PCs, Laptops, printers, wireless devices) per common procedure(s).
* Perform hardware refresh and repair (break‑fix).
* Swap network switches.
* Power up/down infrastructure equipment such as Data Center equipment.
* Perform user and device administration using Active Directory Security Groups.
* Complete assigned minor IT projects/tasks.
* Participate with cross-functional teams as required.
Requirements:
To be considered for this position, you must have:
* Completed higher education in Computer Science, Systems Analysis or related areas.
* English from intermediate level.
* Familiarity with ITIL concepts (Incident, Problem, Change Management).
* Ability for troubleshooting and diagnostic techniques.
* Ability to coordinate multiple activities simultaneously and meet deadlines.
* Strong communication and teamwork skills.
* Strong customer orientation and focus on operational efficiency.
* Ability to work independently and manage on-site responsibilities effectively.
* Excellent interpersonal skills and the ability to provide training to clients.
Preferred qualifications include Spanish, MBA or postgraduate degree, and IT certifications.