Client Technology Analyst I

This role is based at our Grand Forks, ND campus.

Job Summary

The Client Technologies Analyst is responsible for supporting the ongoing Information Technology needs of all Cirrus employees. The position provides guidance for all aspects of end-user computing. Provides timely and creative solutions to end-user computing problems to ensure end-user productivity. Responsible for documenting solutions to problems and developing end-user guidelines/training. The position has superior troubleshooting capabilities, and outstanding customer service and support skills. Evaluates business/technical needs and recommends solutions; plans, determines requirements, designs, builds, customizes, tests, implements, maintains and/or enhances a variety of hardware and software systems. The Client Technologies Analyst serves as a subject matter expert for multiple client technology solutions. The Information Center Help Desk is a dynamic environment which offers exposure to many technologies across all Cirrus Aircraft business units. Excellent written and verbal communication skills are required.

Duties and Responsibilities/Essential Functions

• Must be able to travel to Duluth, MN for job training.
• Maintains expertise in the end-user computing technologies and environment at Cirrus.
• Keeps current with advancements in the field of end-user computing technologies.
• Creates and manages Service Requests, Incidents, and Problems through a ticketing system.
• Provides assistance to Cirrus personnel regarding the use of technologies in the performance of their jobs.
• Maintains, analyzes, troubleshoots, and repairs Information Technology hardware and software.
• Sets up, configures, and performs hardware and software deployments.
• Acts as a point of escalation for complex technical problems.
• Manages multiple requests at one time with exceptional follow through.
• Documents, maintains, upgrades or replaces hardware and software systems.
• Must be open to flexible work hours in a 24x7 manufacturing environment

Qualifications:

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The
requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations
may be made to enable qualified individuals with disabilities to perform the essential functions.

• Must be able to demonstrate the ability to read, write and speak the English language
• Experience with computer hardware, software, mobile devices and peripherals
• Experience troubleshooting connectivity, wireless, switching, cabling and other networking hardware required
• Experience with Microsoft Windows and Office environments required.
• Experience with installing, imaging and deploying desktop and laptop OS is preferred
• Experience administrating Microsoft 365 is preferred
• Experience with video conferencing and collaboration tools and services preferred
• Experience with Apple iOS or Google Android is a plus
• Experience utilizing Microsoft System Center or Jamf Pro is a plus
• Familiarity with Manufacturing systems, IoT, PLC and Industrial Automation a plus

Education and/or Experience:

• Associate's degree in computer related field or equivalent education and experience
• Experience providing technical support preferred
• ITIL Foundation Certification is preferred

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

• Manages Complexity – Asks the right questions to accurately analyze situations, acquires data from multiple and diverse sources when solving problems, uncovers root causes to difficult problems, evaluates pros and cons, risks and benefits of different solution options.
• Communicating Effectively – Be transparent and honest in communications to all stakeholders providing the timely and helpful information they need. Attentively listening to others. Encourages the open expression of diverse ideas and opinions.
• Customer Focus –Gains insight into customer needs, identifies opportunities to benefit the customer, builds and delivers solutions to meet customer expectations and establishes/maintains effective customer relations.
• Situational Adaptability – Picks up on situation cues and adjusts in the moment. Readily adapts personal, interpersonal, and leadership behavior. Understands that different situations may call for different approaches. Can act differently depending on the circumstance.
• Optimizes Work Processes – Identifies and creates the processes necessary to get work done, Separates an