IT GCS Analyst

 IT GCS Analyst 

LOCATION: Westminster / Maryland (US-MD), United States | BRAND: Knorr Brake Company | REQUISITION ID: 5774 | JOB GRADE:14  | ON-SITE/REMOTE: On-site 

 

 

Knorr Brake Company is the innovative leader in the manufacture and supply of braking systems, passenger doors and climate-control equipment for all types of Mass Transit customers such as: METRO, Light Rail Vehicles, High-Speed Trains, Commuter Rail and Monorail Vehicles for the North America market. We’re part of the Knorr-Bremse Group, the global leader in braking technologies. As part of our team, you’ll collaborate with a world of talented and dedicated colleagues whose sense of purpose complements your own. You’ll find rewarding opportunities, diverse experiences, partnerships, and an unwavering commitment to ethics and integrity. Innovation is part of our DNA. Achievement drives our culture. Learn more today at www.KnorrBrake.com!

 

JOB DESCRIPTION:

The IT Global Client Service Analyst’s (“GCS Analyst”) role supports the overall day-to-day computer operations, file server management, and user access management. This includes but not limited to assisting employees with the installation, configuration, and operation of their computer or mobile device equipment, e.g., desktop, laptop, tablet, smart phone, etc. and with integrating PC systems into local-area and wide-area networks.   The GCS Analyst ensures the integrity and security of the in-house voice, data, and video equipment and its associated network connections, consults with various hardware, software, and telecom vendors for service needs, supports the local and cloud based applications of the company, and applies proven communication, analytical, project management, relationship management, & problem solving skills to help maximize the benefit and maintain the security of KBC’s IT investments.

 

Essential Functions:

• Install, configure, test, maintain, monitor, and troubleshoot employee workstation hardware, networked peripheral devices, and networking hardware products.
• Facilitate minor hardware component replacements including but not limited to laptop keyboards, screens, RAM, and hard drives
• Provide troubleshooting for employee workstation hardware, software, telecommunications & networking equipment, escalating unresolved topics to the next level of support as necessary
• Distribute pre-packaged software using enterprise deployment tools.
• Plan, coordinate and process Windows 10 OS/feature updates for all company devices.
• Facilitate local backup procedures and offsite data storage in compliance with the company’s retention policies.
• Develop and maintain an inventory of all computer assets and peripheral equipment.  Track changes within the Hardware Asset Management tool and identify asset purchases to support hardware life cycle replacements.
• Support development and implementation of new computer projects and new hardware installations.
• Liaise with, and provide training and support to, end users and staff on computer operation and other issues.
• Receive and respond to incoming calls, tickets, and/or e-mails regarding PC and/or hardware problems.
• Implement and maintain regional IT security initiatives and operations designed to enhance IT security and protect intellectual property in the sites, by working closely with Regional Security Council.
• Help identify any non-standard IT practices and realign to corporate policies.
• Support and manage a variety of consumer-oriented devices, e.g., iPhone, and Android devices.
• Provides off-shift support, working overtime and weekends to maintain systems as required (typically less than 5% of time)

 

Knowledge:

• Ability to communicate ideas in both technical and user-friendly language.
• Knowledge on office standard software and business process applications.
• Highly self-motivated and directed.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Effective interpersonal and relationship-building skills.
• Excellent listening, written, and oral communication skills.
• Strong customer-service orientation.

Experience:

• 0-2 years.
• Prior experience within an IT Help Desk or customer support role
• Experience working in a team-oriented, collaborative environment
• Technology based certifications or other demonstration of skills acquisition preferred

 

Skills:

• Hands-on hardware troubleshooting experience.
• Excellent analytical and problem-solving skills.
• Familiar with computer hardware, including desktops, laptops, tablets, smart phones, PC compo