IT Operations Analyst

Employment Type

: Full-Time


: Miscellaneous

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Provides first level phone support for all US DentalPlatform locations. Ensures that all Phone support calls are logged, resolved,or are forwarded to the proper group for resolution. Responsible for desktop configurations andimaging, providing ongoing system updates and maintenance of these systems.LAN/WAN network troubleshooting, and vendor coordination. This person will beresponsible for assisting the Information Technology group with maintainingEnterprise backups (e.g., Commvault) and supporting numerous other third partyapplications (e.g., Microsoft Dynamics, SAP Oracle, Remedy, etc). Provides IT purchasing services; trackspurchase requisitions and orders for all US Dental Platform locations frominitial request through final delivery of products. Monitors the pricing andinvoicing of merchandise to ensure proper payment and cost savings.

Essential Duties and Responsibilities

  • Takes users issues and requests via phone, email, andTicketing System. Log the issues\requests into the Help Desk Tracking Systemthen either resolves or escalates to the appropriate resource.
  • First level troubleshooting of laptops, desktops, servers,network related or attached systems.
  • Recommends or performs minor remedial actions to correctproblems.
  • Provides updates, status, and completion information tomanager, problem request tracking system, and/or users, via voice mail, e-mail,or in-person communication.
  • Replaces defective or inadequate software packages.
  • Maintain Active directory user account and securityconsistency.
  • Service internal and external customers cost effectively;log and track customer support requests
  • Escalate and redirect Help Desk Incidents to the appropriatetechnical resources
  • Install, troubleshoot, and repair PC hardware and OperatingSystems. Troubleshoot MS and Enterprise software application issues.
  • Provide support for LAN, remote (VPN, RDP, Citrix) access,and resolve basic Email connectivity issues.
  • Installation and maintenance of Windows based PC/Laptops inan enterprise environment.
  • Troubleshooting, configuring of desktop components, andassisting with physical installations of Desktops, Laptops, and Thin clients.
  • Responds to client inquiries concerning systems operationand diagnoses system hardware, software, and operator problems.
  • Installing software patches as needed and eradicatingspyware/viruses.
  • Setup and troubleshooting of print servers and queues.
  • Assists with upgrade implementations, application support,and network infrastructure expansions.
  • Performs preventive maintenance and repairs.
  • Performs other duties as assigned.
  • Competencies:

  • Sense of Urgency: IT issues usually start at the IT helpdesk. Must understand and direct theteam to address issues by the required SLA timeline. There are times where critical business functionsdepend on IT products and services working as soon as possible.
  • Communication: Thereare always multiple activities and projects working simultaneously where clearand concise communication is necessary to avoid confusion.
  • Customer Focus: The IT Helpdesk and Tech Support team existsto support our customers, the internal computer users. We will provide thelevel of service that insures as little down time as possible for thebusiness.
  • Teamwork: The ITOperations team consists of several local and remote resources where a teamatmosphere is of the utmost importance to be able to work as one group spreadout across North America.
  • Soft Skills- The ability to engage customers verbally in aprofessional manner
  • Self-Starter – The ability to be sufficientlymotivated or ambitious to start a new task or project independently.
  • Qualifications:

  • Knowledge of computer hardware andsoftware
  • Ability to troubleshoot and correct awide array of IT user problems
  • Ability toreceive and utilize training proficiently to implement in the work environment
  • Working knowledge of Cisco/Avaya phonesystems desired
  • Reasonable accommodations may be made to enable individualswith disabilities to perform the essential functions.
  • Education/Experience:

    Associate's degree (A. A.) or equivalent from two-yearCollege or technical school; or one to two years related experience and/ortraining; or equivalent combination of education and experience.

    Language Ability:

    Ability to read and interpret documents such as safetyrules, operating and maintenance instructions, and procedure manuals. Ability to write reports and correspondence.Ability to speak effectively before groups of customers or employees.

    Math Ability :

    Ability to calculate figures and amounts such as discounts,interest, commissions, proportions, percentages, area, circumference, andvolume. Ability to apply concepts ofbasic algebra and geometry.

    Reasoning Ability:

    Ability to solve problems and deal with a variety ofconcrete variables in situations where only limited standardization exists.

    Computer Skills:

    To perform this job successfully, an individual should haveknowledge of Internet software, spreadsheet and word processing software,operating systems, advanced knowledge of personal computers, networking andperipheral hardware.

    Supervisory Responsibilities:

    This job has no supervisory responsibilities.

    Work Environment:

    The work environment characteristics described here arerepresentative of those an employee encounters while performing the essentialfunctions of this job. Reasonable accommodations may be made to enableindividuals with disabilities to perform the essential functions.

    Physical Demands:

    The physical demands described here are representative ofthose that must be met by an employee to successfully perform the essentialfunctions of this job. Reasonable accommodations may be made to enableindividuals with disabilities to perform the essential functions. Whileperforming the duties of this job the employee is frequently required to sit.The employee is frequently required to walk. The employee is occasionallyrequired to lift up to 50 pounds. 

    Danaher Corporation and all Danaher Companies are equal opportunity employers that evaluate qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. The “EEO is the Law” poster is available at:

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