IT Analyst
The shift is Mon-Fri 8am-5pm EST
2-3 month engagement
In the role of IT Analyst for Diebold Nixdorf, you will perform advanced operational and/or technical support functions to maintain and improve Diebold Nixdorf’s IT systems. This position works directly with our call centers and takes escalated tickets from level1 that remain unresolved. As well, this position provides instant response to our senior executive leadership staff, including assistants and board of directors.
Primary interaction, including requests come from Diebold Nixdorf Associates, Customers, and Suppliers. Our support team primarily services North America, but we interact daily with our co-workers globally. The selected candidate will have responsibility for mentoring and facilitating the growth of other teammates. The position requires excellent organizational skills, and the ability to multi-task in an IT environment. Excellent interpersonal skills and above average verbal and written communication skills are also needed.
The IT Analyst will provide desktop support to our on-site staff in the North Canton campus. In addition, you will develop and maintain documentation for team processes and procedures.
ESSENTIAL FUNCTIONS
2-3 month engagement
In the role of IT Analyst for Diebold Nixdorf, you will perform advanced operational and/or technical support functions to maintain and improve Diebold Nixdorf’s IT systems. This position works directly with our call centers and takes escalated tickets from level1 that remain unresolved. As well, this position provides instant response to our senior executive leadership staff, including assistants and board of directors.
Primary interaction, including requests come from Diebold Nixdorf Associates, Customers, and Suppliers. Our support team primarily services North America, but we interact daily with our co-workers globally. The selected candidate will have responsibility for mentoring and facilitating the growth of other teammates. The position requires excellent organizational skills, and the ability to multi-task in an IT environment. Excellent interpersonal skills and above average verbal and written communication skills are also needed.
The IT Analyst will provide desktop support to our on-site staff in the North Canton campus. In addition, you will develop and maintain documentation for team processes and procedures.
ESSENTIAL FUNCTIONS
- Interacting with Diebold Nixdorf senior leadership team at a moment’s notice.
- Potential to fulfill a dual role in helping the incident management team members to resolve production issues.
- Work in a high demand environment.
- Collaborate with global IT associates and take the lead to resolve complex trending issues.
- Interacting with Diebold Nixdorf associates at all levels within the organization.
- Maintaining records and ensuring proper tracking and control of IT assets.
- Researching, resolving, and responding to requests received via the Service Desk and other channels.
- Triaging incoming calls/emails and self-service tickets.
- Reassigning, and working utilizing helpdesk tracking software.
- Creating knowledge base solutions and providing assistance to Service Desk associates and other channels.
- Recording, communicating, and resolving technical and non-technical issues.
- Mentoring, coaching, and training other team members.
- Provide support and resolve problems for customer satisfaction
SPECIAL KNOWLEDGE, SKILLS, AND ABILITIES:
- Technical Diploma or certification, or 1+ years of applicable work experience.
- Industry recognized certifications are desired.
- Critical thinking is a must.
- Self-starter that can research trending problems until resolution.
- Strong analytical and problem-solving skills.
- Strong customer service skills.
- Detailed knowledge of PC hardware and software installation and configuration.
- PC skills in Windows OS, Networking, and Laptop technologies.
- Basic understanding of scripting and building software packages.
- Basic understanding of active directory.
- Basic understanding of SCCM and WMI.
- Basic understanding of imaging and data backups.
- Good understanding of telephony.
- Extensive experience troubleshooting Microsoft Outlook/Skype.
- Experience with Service Level Management Tools.
- Strong customer service skills.
- ITIL certification a plus.
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