Senior IT System Analyst

Every minute of every day, Smiths Detection’s threat detection and security screening technology helps to protect people and infrastructure, making the world a safer place. 

Smiths Detection, part of Smiths Group is a global leader in the development, manufacture and management of security and detection solutions designed to make the world a safer place. Our technology provides threat detection and screening solutions for customers in our key markets: aviation, ports and borders, defence, and urban security.

Our expertise spans 21 global offices, seven manufacturing sites and five R&D centres, with a global network of 3,000 dedicated colleagues contributing towards over 40 years at the frontline of advances in safety and security.  

This results in careers built on variety and the opportunity to work on a range of state-of-the-art solutions, where you can develop your knowledge and experience every day.

The Senior IT System Analyst is responsible for leading the IT team and managing all IT and related business processes for Smiths Detection, Inc. (SDI). These responsibilities include technical support for all Smiths Detection Inc. computing devices, and associated. The Sr. IT System Analyst identify, log, research and resolve technical problems or requests and ensure support incidents are resolved within standard SLT’s. They will respond to phone calls, emails and web form requests for technical support and attempt to resolve on first contact. They will also support all SDI Projects and Initiatives as required to ensure successful implementation across SDI. The Sr. IT System Analyst will collaborate with vendors and service providers as required. Additionally, they will follow commonly used concepts, practices, and procedures of the help desk industry.

Responsibilities: 

• Provide Level 1,2, and 3 technical support to all SDI employees
• Receive and log all phone calls, emails, and web forms within the service desk tracking system and attempt and resolve incidents or requests on first contact
• Evaluate issues by interpreting end-users problem descriptions to determine resolution or best course of action
• Manage tickets and tasks to SDI standards and ensure SDI SLT targets are met
• Identify problem trends and report to IT Manager for further analysis
• Provide Level 2 and 3 on-site support to the business units in a professional and detail-oriented method, including desk side support and working directly with clients when it’s necessary
• Provision and manage computing devices per the SDI standards and policies
• Support the OS installation, troubleshooting and support of all Windows PC, laptops / desktops / workstations, as well as iPhone & Android cell phone support
• Assist in creating and supporting the implementation of new technologies and services in Windows 10 & 11 and managing BIS initiatives and projects as required
• Monitor and ensure responses to incidents and service requests are within specified Service Level Agreements
• Provide support to Manufacturing to environment for hand scanners, label printers and other manufacturing devices connected via network
• Provide technical support and expertise to other Client Services Staff, regions, sites, /Businesses projects
• Assist the IT managers in the creation, implementation and maintenance of policies, procedures, and associated training plans
• Create/Maintain documentation as required
• Support Asset Management for all Client Service devices
• Availability to travel to support other SDI locations as needed

Background:

SDI is a Federal Contractor and a drug-free workplace. By submitting an application, I confirm that I understand that the Company has a right to require me to submit to a drug test prior to employment and at any time during my employment, to the extent permitted by law.

Education Requirements

Education: Bachelor’s Degree Preferred; additional certifications in Comptia A+, Net+, Imaging, Intune, O365 Admin, Active Directory, Azure AD, SCCM, Patch Management

Experience: Minimum 5 years of Analyst experience with information technology systems

Technical Knowledge and Skills:

·         Self-motivated and proactive approach to managing key accounts

·         Establish and maintain a professional relationship with customers/prospects

·         Excellent oral and written communication skills

·         Ability to present information in front of a large group

·         Excellent interpersonal and communication skills

·         Ability to read, write, and interpret general business periodicals, professional journals, or government regulations

·         Ability to define problems, collect data, establish facts, and draw valid conclusions

·         Experience in a customer service oriented, customer support environment and IT service desk environment desire.

·         Experience in hardware, software, operating systems, networking, remote connectivity knowledge and Workstation management support

·         Experience with Windows10/11, Microsoft Business Products, LAN/WAN, Microsoft O365 products (Teams, Azure, Outlook).

·         Experience with Patch management, Imaging, and IT Asset Management (inventory)

·         Ability to learn effectively and retain information; ability to understand and follow written and oral instructions.

·         Ability to organize and manage multiple tasks and priorities.

·         Ability to establish and maintain effective working relationships with those contacted in the course of work.

·         Knowledge of ITIL Service Delivery processes

·         Maintain confidentiality of information; communicate effectively with the more difficult customers.

We offer…

Join us and we’ll help build your career, with excellent training and opportunities for career growth across the business, both locally and globally. You’ll experience an inclusive environment, with strong leadership and a focus on safety and wellbeing. You’ll also have the flexibility to choose from a wide range of benefits to suit your lifestyle, offering you and your family support from a health and wellbeing, financial and lifestyle perspective.

Join us and work for a world-leader, with the benefits and training to reward your dedication and skills. Be part of a team where we are making the world a safer place.

Smiths Detection is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. Equal Employment Opportunity PostersIf you’d like to view a copy of the company’s affirmative action plan or policy statement, please email [email protected].

The compensation for this position ranges from $97,440 - $146,160/yr and will vary depending on factors such as your location, skills, job-related knowledge, and experience. The compensation package may also include incentive compensation opportunities in the form of discretionary annual bonus or commissions. Smiths Detection provides comprehensive benefits including healthcare, 401K savings plan, company holidays, vacation, sick time, parental leave and an employee assistance program. Eligibility requirements apply.

If you have a disability and you believe you need a reasonable accommodation in order to search for a job opening or to submit an online application, please e-mail [email protected] or call toll-free 877-703-1029. This email and phone number is created exclusively to assist disabled job seekers whose disability prevents them from being able to apply online. Only messages left for this purpose will be returned. Messages left for other purposes, such as following up on an application or technical issues not related to a disability, will not receive a response. Smiths Detection, Inc. participates in the Electronic Employment Verification Program.

We believe that different perspectives and backgrounds are what make a company flourish. All qualified applicants will receive equal consideration for employment regardless of race, colour, religion, sex, sexual orientation, gender identity, national origin, economic status, disability, age, or any other legally protected characteristics. We are proud to be an inclusive company with values grounded in equality and ethics, where we celebrate, support, and embrace diversity.

At no time during the hiring process will Smiths Group, nor any of our recruitment partners ever request payment to enable participation – including, but not limited to, interviews or testing. Avoid fraudulent requests by applying jobs directly through our career’s website (Careers - Smiths Group plc)