Analyst IT Support I

POSITION PURPOSE

The IT Analyst I is responsible for providing excellent technical support and customer service to end-users experiencing IT issues. The IT Analyst I will troubleshoot and resolve a variety of technical problems, including hardware and software issues, network connectivity issues, and other technical challenges.

REPORTING TO:

IT Support Supervisor

COLLABORATING WITH (Key departments, External Groups):

All Pinto Valley business and operating units

Corp. IT

Managed Service Partners

PEOPLE REPORTING TO THIS POSITION (Name of Position):

None

POSITION RESPONSIBILITIES

• Ensure all employees are working in compliance with all Pinto Valley Mine and MSHA safety guidelines and procedures.
• Ensure all employees and contractors are working in compliance with all Pinto Valley Mine standard operating procedures.
• Ensure that all employees and contractors are certified to execute the tasks/jobs they are assigned.
• Provide excellent technical support and assistance to end-users experiencing IT issues, including responding to client inquiries and requests for support, and working to resolve a variety of technical problems in a timely and professional manner.
• Install, maintain, and update desktops, laptops, software, printers, wireless devices, office and conference room setup.
• Proper inventory/labeling of all IT assets.
• Off-hour incident response as needed to support the business.
• Manage Help Desk tickets documenting and tracking end-user issues using a support ticketing system.
• Maintain server environment, integrity, and general maintenance.
• Create Active Directory users and groups.
• Assist with security threat analysis.
• Assist documenting standard operating procedures for key applicable tasks to ensure sustainability, quality control and measurable compliance with company standards.
• Responsible for but not limited to all tasks/duties assigned or required.
• Identify opportunities for staff training, which could become part of PV’s training program to effectively use technology at site.

POSITION REQUIREMENTS

Knowledge

• Knowledge of PC operating systems (Windows), computer setup, and troubleshooting.
• Knowledge of networking concepts (LAN/WAN, VLAN, Cisco, etc.).
• Demonstrated experience in troubleshooting and resolving technical problems.
• Effective interpersonal communications skills
• Demonstrated ability to work independently in a deadline-oriented environment.
• Ability to create training documentation and deliver end user training.
• Proficient in creation and modification of user and group accounts in Microsoft Active Directory & Azure Active Directory.
• Proficient computer skills, including Outlook, Office 365, Windows10 and Windows Server 2019.
• An Understanding of Identity and Access Management, including Azure AD, Azure AD Connect, SSO, or other IAM platforms.
• Experience with Microsoft 365 Security and Compliance suite.
• Experience with, MS Flow, PowerApp, Forms.
• Knowledge of Network attached storage technology (NAS).
• Knowledge of Wireless networks
• Knowledge of server and data backup procedures (Veeam).
• Knowledge of virtual infrastructure. (VMware)
• Ability to participate in a rotating 24/7 on-call technical support schedule.
• Ability to participate in scheduled non-business hour implementation and maintenance activities.
• Valid Arizona Driver's License.
• Able to speak, comprehend, read, and write English

Key Competencies / Skills

• Associates Degree in computer-related discipline or equivalent combination of relevant IT certifications and work experience, or at least 2 years of experience in an IT support position, including experience with safely maintaining, installing, testing, and troubleshooting computers, software, printers, and networks.
• Ability to learn and to be proactive.
• Proficient in administration of Microsoft Active Directory & Azure AD.
• Proficient computer skills, including Outlook, Office 365, Windows 10 and Windows Server 2019.
• Microsoft Teams and SharePoint experience.

WORK ENVIRONMENT

The majority of the time will be spent in an office environment, but there will be times when the analyst will be required to perform the duties in an operating environment. This is a safety-sensitive position.