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Analyst IT Technical Support

Date: Dec 31, 2021

Location: Holden, LA, US, 70744

Company: REV Group, Inc.

Additional Locations:  
Requisition ID: 11326

REV Group (NYSE: REVG) is a leading designer, manufacturer and distributor of specialty vehicles and related aftermarket parts and services. REV serves a diversified customer base primarily in the United States through three segments: Fire & Emergency, Commercial and Recreation. REV provides customized vehicle solutions for applications including: essential needs (ambulances, fire apparatus, school buses, mobility vans and municipal transit buses), industrial and commercial (terminal trucks, cut-away buses and street sweepers) and consumer leisure (recreational vehicles (“RVs”) and luxury buses). REV’s brand portfolio consists of 30 well-established principal vehicle brands including many of the most recognizable names within our served markets. Several of REV’s brands pioneered their specialty vehicle product categories and date back more than 50 years.

 

IT Technical Support Analyst

 

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 7/10, 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.

 • Able to handle rapidly changing priorities in highly visible and stressful situations.

 • Organized regarding documenting and following up on all cases until closure.

• Rapid learner with ability to multi-task in a fast-paced changing environment.

• Understanding of service excellence concepts and processes.

• Ability to effectively handle escalations.

• Strong written and verbal communication skills.

• Strong interpersonal skills used within a team environment.

• Ability to develop working relationships within IT Department and across other business groups.

 

 

 

 

Ferrara Fire Apparatus, Inc. (“Ferrara”), a leading custom fire apparatus and rescue vehicle manufacturer that engineers and manufactures vehicles for municipal and industrial customers. The Ferrara product portfolio includes multiple fire apparatus configurations tailored to the specific requirements and demands of the fire service industry – including custom-builds on their own chassis as well as solutions on commercially available chassis such as Freightliner and International. This acquisition enhances REV’s product offering in its Fire Group within its Fire & Emergency segment, particularly with custom chassis pumpers, aerials and industrial apparatus.

REV Group is committed to a policy of equal employment opportunity. The Company conducts all employment practices without regard to race, sex, color, religion, national origin, age, disability, protected veteran's status, pregnancy, genetic information, sexual orientation or any other basis prohibited by law. REV Group also undertakes affirmative action to assure equal employment opportunity for minorities and women, for persons with disabilities, and for protected veterans.

 

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Nearest Major Market: Baton Rouge