Sr. IT Analyst

Dana is a global leader in the supply of highly engineered driveline, sealing, and thermal-management technologies that improve the efficiency and performance of vehicles with both conventional and alternative-energy powertrains. Serving three primary markets – passenger vehicle, commercial truck, and off-highway equipment – Dana provides the world's original-equipment manufacturers and the aftermarket with local product and service support through a network of nearly 100 engineering, manufacturing, and distribution facilities.

Job Purpose

Description / Requirements:
This Dana facility is located less than three miles from Fiat Chrysler’s current Toledo North Assembly Plant, where the current Jeep Wrangler is manufactured. The plant will assemble front and rear axles for the next-generation Jeep Wrangler, keeping the history of the location in Toledo alive. In addition to the proximity to FCA’s Toledo plant, Dana’s new site is optimally located to support automakers throughout the region.

Job Duties and Responsibilities

Responsibilities: 
•    Provides IT desktop support services to Dana personnel and approved guests at the Toledo Axle Plant.
•    Document activities, issues, information, resolution outcome, and duration of issue in the service desk application.
•    Perform onsite analysis, diagnosis, and resolution of complex problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users as needed.
•    Install, configure, test, maintain, monitor, and troubleshoot end-user devices and related hardware and software in order to deliver required service levels.
•    Understands customer’s business processes and prioritizes or applies priorities to service desk tickets accordingly
•    Respond to and diagnoses service issues through discussions with users and leveraging resources across all levels of the organization to get resolution.
•    Investigate and resolves computer software and hardware problems for plant personnel and approved guests.
•    Understands customer’s business processes and prioritizes or applies priorities to service desk tickets accordingly
•    Resolves complex issues and/or ensures resolution of issues
•    Promotes customer relations in conjunction with company plans and policies
•    Installs and maintains end user hardware and software
•    Works with next level of support
•    Escalates problems according to defined processes
•    Provides training and guidance to users to prevent user based error from reoccurring
•    Creates, maintains, and manages site specific documentation  
•    Collaborate with other service teams to ensure efficient operation of the company’s end user computing environment.
•    Receive and respond to incoming calls, pages, and/or e-mails regarding escalated end user problems.
•    Answer to and perform moves, additions, and changes (MAC) requests as they are submitted by service desk tickets.
•    Prepare tests and applications for monitoring end user performance, then provide performance statistics and reports.
•    Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring end user operations.
•    Develop and maintain an inventory of all site assets, hardware and software.  Insure they are properly updated in asset management and configuration management processes
•    Work directly with third-party support and equipment vendors when required for site specific support issues.
•    May test software and hardware to evaluate ease of use and whether product will aid user in performing work, write software and hardware evaluation and recommendation for management review. 
•    Write or revise user training manuals and procedures,  
•    Performs other duties as required.
Requirements: 
•    Bachelor’s Degree, preferably in a related discipline, such as Information Systems, Engineering, Computer Science or Business or 8+ years of relevant professional Dana experience.  
Experience:
•    5-7 years’ experience on technical support in a manufacturing environment
•    Knowledge of LAN/WAN networks, TCP/IP protocols, IP addressing and network technologies.
•    Ethernet cabling, troubleshooting and standards.
 

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.

Unsolicited Resumes from Third-Party Recruiters

 Please note that as per Dana policy, we do not accept unsolicited resumes from third-party recruiters unless such recruiters were engaged to provide candidates for a specif