IT Service Delivery Analyst - South Hutchinson, KS

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Requisition ID: 20230 The Collins name has long been synonymous with the school bus industry. After half a century of delivering Type A school buses with A+ marks for strength and safety, it only makes sense that Collins has become the nation’s most trusted bus manufacturer across every segment. From Type A school buses to today’s Collins commercial bus, passengers and businesses can place their trust in Collins’ engineering and innovation as much as the company itself.   Collins Bus is part of the larger REV Group (NYSE: REVG), a leading manufacturer of specialty vehicles for the fire & emergency, commercial, and recreation markets. REV Group’s extensive vehicle line-up includes models such as ambulances, fire trucks, school buses, terminal trucks, RV’s, luxury buses, and much more. Our 6,500+ employees continuously demonstrate their commitment to building innovative and reliable vehicles that our customers can depend on whether for a family trip across the U.S. or when responding to an emergency. Rev Group is a veteran friendly employer and hires over 200 veterans and or those transferring out of the military each year.  

The IT Technical Onsite Support Analyst is responsible for providing technical support to end users in person or by phone or email.  Typical duties include configuring computer systems, diagnosing software problems, and troubleshooting network problems.  Additional key responsibilities include field-based projects normally related to office or plant openings, changes, or closures and implementing new technologies.  This is a dual desk and field-based support role.  The role supports the implementation of corporate IT initiatives across businesses.

Essential Duties and Responsibilities:

This list of duties and responsibilities is not an all-inclusive list and may be expanded to include other duties and responsibilities, as management may deem necessary from time to time.

 

• Set up, install, and maintain desktop, laptop & print hardware/software plus peripherals.
• Assist in the setup and maintenance of site network file structures, backups, access rights, network security, network users, network printing, and desktop user environments.
• Serve as hands-on support to troubleshoot and repair problems with the site network, server, and telephony infrastructure.
• Ability to support core Microsoft business software: Office, Windows 10, and Teams.
• Ability to support Engineering CAD server and user software installation, administration, and maintenance.
• Ability to support Manufacturing CNC machine programming and machine control software.
• Assist in the installation and support of the LAN, WAN, and wireless networking devices with specific reference to Cisco/Meraki hardware.
• Support organizational standards around antivirus protection, general software licensing, approved software, and hardware use.
• Ensure all technical support-related activities comply with global compliance standards and procedures.
• Provide end-user technical support onsite and using remote tools (primarily Dameware).
• Manage new user onboarding.
• Maintain site hardware/software inventories and assist with the audit of site hardware and software.
• Escalate issues and concerns to IT leadership as appropriate.
• Document all support calls for systems performance and metrics reporting.
• Collaborate with third party vendors as part of resolving support issues and project work.

 

Required Knowledge, Skills, and Abilities:

• Proactive, solution-focused approach and ability to work with minimal supervision.
• Excellent telephone, verbal, and interpersonal skills with good customer service orientation.
• Strong troubleshooting and structured problem-solving skills.
• Able to handle rapidly changing priorities in highly visible and stressful situations.
• Able to document and follow up on all cases until closure.
• Rapid learner with the ability to work in a fast-paced changing environment.
• Understanding of service excellence concepts and processes.
• Able to effectively handle escalations.
• Able to develop working relationships within IT Department and across other business groups.

 

Education and/or Experience:

• Associate degree in Information Technology or related field preferred. Or equivalent years of experience required.
• 2+ years of experience in Information Technology.

 

Physical Demands:

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essen