Analyst IT Service Delivery

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Requisition ID: 25565 Smeal, a REV Group brand, is recognized as a premier manufacturer, inventor, and innovator of custom fire apparatus. The company offers a full line of custom and commercial pumpers, rescue pumpers, aerial ladders, and urban interface vehicles. Smeal is committed to leading the industry in high-quality fire apparatus, delivery times and customer experience. Smeal sells its products worldwide and is based in Snyder, NE.   Smeal Apparatus is part of the larger REV Group (NYSE: REVG), a leading manufacturer of specialty vehicles for the fire & emergency and recreation markets. REV Group’s extensive vehicle line-up includes models such as ambulances, fire trucks, terminal trucks, RV’s and much more. Our 5,000+ 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.  

SUMMARY OF POSITION

• Technical support role supporting end user IT requirements of IT Operations. Working as an extension of the Service Desk role, typical duties include configuring computer systems, diagnosing software problems, providing assistance in person or by phone or email, troubleshooting network problems.

• Additional key responsibilities include field-based project normally related to office openings, changes, or closures and implementing new technologies (e.g. Windows 10).

 • This is a dual desk and field-based support role.

• This position will require the candidate to develop an in-depth understanding of the business to meet their IT needs.

• Support implementation of corporate IT initiatives across business. Sharing innovation with the rest of the team and contributing to that group is also a requirement.

 

Essential Duties and Responsibilities include the following:

• Set up, install, and maintain desktop, laptop & print hardware/software plus peripherals.

• Assist in the set up and maintenance of site network file structures, access rights, network security, network users, network printing and desktop user environments.

• Serve as “smart hands” to troubleshoot and repair problems with the site network, server and telephony infrastructure.

• Ability to support core Microsoft business software: Office, Windows 10/11, Teams.

• Setup and support of Android and IOS devices.

• 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 the global compliance standards and procedures.

• Provide end-user technical support onsite and using remote tools (primarily Dameware).

• Manage new joiner onboarding.

• Maintain site hardware/software inventories and assist with the audit of site hardware and software.

• Assist with system backups and disaster recovery plans.

• Escalate issues and concerns to the IT Manager or IT Director as appropriate.

• Document all support calls for systems performance and metrics reporting.

 • Collaborate with 3rd party vendors as part of resolving support issues and project work.

 

 EDUCATION, WORK EXPERIENCE

• Minimum of Associate degree or equivalent from an accredited institution

• A minimum of 2 years’ experience in IT Operations

• Microsoft Certified Technology Specialist preferred

• Strong communication skills (written and verbal)

 

KNOWLEDGE/SKILLS:

• Strong interpersonal, oral, and written communication skills

• Proactive, solution focused approach and ability to work with minimal supervision

• Strong customer service and relationship building skills

• Confident delivery of training sessions to end users

• Excellent telephone, verbal, and interpersonal skills with good customer service orientation.

• Strong troubleshooting and structured problem-solving skills.

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