Analyst, IT

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The IT Analyst I role is to provide a single point of contact for end-users to receive support and maintenance within the organization's end-user computing environment. This includes installing, diagnosing, repairing, maintaining, and upgrading all end-user devices and equipment to ensure optimal workstation performance. The person will also troubleshoot problem areas (in person, by remote tools, by telephone, or via chat) in a timely and accurate fashion and provide end-user assistance where required.

Main Responsibilities:

• Perform analysis, diagnosis, and resolution of computer problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users.
• Use remote tools and diagnostic utilities to aid in troubleshooting.
• Install, configure, test, maintain, monitor, and fix end-user devices and related hardware and software in order to deliver required service levels.
• Perform preventative maintenance, including checking and cleaning of end-user devices.
• Receive and respond to incoming calls, service desk tickets, email, or chat regarding equipment incidents.
• Answer to and perform moves, adds, and changes (MAC) requests as they are submitted.
• Develop and maintain an inventory of all monitors, keyboards, hard drives, network cards, and other components and equipment as needed.
• Record and handle equipment deployed in offices and users at remote locations.
• Accurately document instances of equipment failure, repair installation and removal, as well as moves and changes.
• If vital, liaise with third-party support and equipment vendors.
• Reinforce SLAs to manage end-user expectations.
• Provide suggestions for continual improvement.

Qualifications:

• College degree preferred, prior experience in the job area it's a plus but not mandatory.
• Hands-on hardware troubleshooting it's a plus.
• Extensive equipment support, including laptops, desktops, mobile devices, and peripherals it's a plus.
• Understanding of current protocols, operating systems, and standards.
• Ability to operate tools, components, and peripheral accessories.
• Able to read and understand technical manuals, procedural documentation, and OEM guides.

Personal Attributes:

• Strong written and oral communication skills.
• Ability to clearly communicate ideas in user-friendly language.
• Analytical and problem-solving abilities.
• Self-motivated, with the ability to optimally prioritize and complete tasks in a high-pressure environment.
• Team-oriented, collaborative.
• Strong customer-service orientation.
• Lifting and transporting of heavy to moderately heavy objects, such as computers and peripherals.

AES is an Equal Opportunity Employer who is committed to building strength and delivering long-term sustainability through diversity and inclusion. Respecting all backgrounds, differences and perspectives enables us to improve the lives of our people, customers, suppliers, contractors, and the communities in which we live and work. All qualified applicants will receive consideration for employment without regard to sex, sexual orientation, gender, gender identity and/or expression, race, national origin, ethnicity, age, religion, marital status, physical or mental disability, pregnancy, childbirth, or related medical condition, military or veteran status, or any other characteristic protected under applicable law. E-Verify Notice: AES will provide the Social Security Administration (SSA) and if necessary, the Department of Homeland Security (DHS) with information from each new employee's I-9 to confirm work authorization.

Safety comes first at AES. To protect the health and safety of our people, customers, communities and partners, and to provide and maintain a workplace that is free of known hazards, AES requires all newly-hired people or current AES people applying for U.S.-based role(s), to be fully vaccinated against COVID-19 or be willing to be fully vaccinated against COVID-19 by their date of hire. Except where prohibited by law or not specifically covered in a collective bargaining agreement, new hires and transfers will be required to provide proof of vaccination during onboarding and periodically thereafter. This policy will comply with all applicable laws and is based on guidance from the Centers for Disease Control and Prevention and local health authorities, as applicable.