Operations Support Analyst - ITT Inc.
Novi, MI 48377
About the Job
ITT is an industrial manufacturer of critical, engineered components that serve fast-growing end markets in transportation, flow, energy, aerospace and defense. The company’s differentiation is sustained through a combination of several factors: execution, the quality of its leadership and our DNA as an engineering leader. We have a clear purpose as an organization: to provide our customers with cutting-edge solutions to help solve their most critical needs.
The company generated 2023 revenues of $3.3 billion and is comprised of three distinct segments:
- Motion Technologies ($1.5B revenue) is a global leader in brake pads, shock absorbers and sealing solutions for the automotive and rail markets
- Industrial Process ($1.1B revenue) is a global leader in centrifugal and twin-screw pumps for the chemical, energy, mining and industrial markets
- Connect & Control Technologies ($0.7B) is a niche player in harsh environment connectors and control components in critical applications for the aerospace, defense and industrial markets.
ITT is headquartered in Stamford, Connecticut with over 10,000 employees in more than 35 countries and sales in approximately 125 countries.
Position Summary:Position Summary:
The IT Operations Specialist will provide hands-on IT support to end users within ITT’s Motion Technologies (MT) value center. This person will join the Friction IT Infrastructure Team and offer second-level technical support to run day-to-day operations at the US Motion Technologies locations.
The support model will require this person to be based in Novi, MI and support the other MT locations in the US (Wixom, MI and Hebron, KY) on a day-to-day basis. In addition to remote support, this individual will be expected to travel to the other locations noted above on a regular basis to provide on-site support as required, handling operations and project based support needs. Travel is expected to be 25-30% of the time.
For all locations in scope, this person will be providing remote support according to the incidents, tasks and requests submitted via ITT’s ticketing system (ServiceNow).
For a person to be successful in this role, their work approach is structured, detail-oriented and curious. They will be accurate and accountable for their work for them to establish themselves as trusted IT reference for the Business. They will be able to drive their work in autonomy and be effective at prioritizing their support services as required and in coordination with their team members. They will be able to balance the onsite and remote support across the locations in scope in a sustainable fashion.
The scope of this role includes but not limited to Microsoft client and server operating systems, print services (both in office and shop floor), wired and wireless data and voice networks, physical cabling, racking and stacking of servers and appliances, work with telecom providers to troubleshoot telecom/network services, desktop services (PC replacements, PC reimaging, PC repairs), multimedia systems (conference room AV), and other related technologies.
Essential Responsibilities:Essential Responsibilities:
- Support the day-to-day operations at the sites in scope, that includes but is not limited to:
- Server management:
- Operating system management on Microsoft Windows virtual machines (patching, manual reboots, planned power offs due to maintenance windows etc..).
- Basic application tasks, including but not limited to stop/start of services, run jobs, extract logs.
- Application management:
- Coordinate with vendors for new application installs, both on client and and on server side.
- Host working sessions with vendors as required to troubleshoot / upgrade shop floor applications.
- File services management:
- Add/remove permissions to folders.
- Manage the controlled data folders at Hebron in line with controlled data policies.
- Folder migrations/restructuring as required.
- Active Directory support:
- Maintain/Create active directory groups for the sites in scope
- Manage domain accounts, troubleshoot access issues by checking account validity, permissions and settings.
- Desktop and printers onsite support:
- Resolve printing issues, both in office and on shop floor
- Provision/de-provision/re-image Microsoft Windows 10 / Windows 11 laptops and desktops.
- Upgrade Windows OS clients
- Small PC repairs, including but not limited to adding memory, replacing hard drives, replacing power supplies.
- Local Area Network management:
- Troubleshoot local connectivity issues and coordinate as required with our third-level Enterprise Network team to resolve-
- Assist with the connection to the ITT network of new shop floor devices as required. Enable/disable/configure VLAN on ports of our Cisco switches in line with the business needs and with our standards and security policies.
- Monitor WIFI operations and escalate to the Enterprise Network team to resolve issues as required.
- Server management:
- Execute and prioritize incidents, tasks and requests submitted via ITT’s ticketing system (ServiceNow).
- Coordinate with Corporate Helpdesk (Technical Assistance Center) to address and resolve complex IT issues.
- Identify the areas for improvement and support the problem-solving process.
- Help identify and implement opportunities to shift work left (to the first-level support team Technical Assistance Center, self-service, automate).
- Support the end users to ensure that the Corporate IT processes and policies are followed.
- Coordinate with local vendors to provide support as required by Corporate IT Teams, e.g. to address/resolve local hardware issues.
- Cooperate with the Global Enterprise IT team to implement new infrastructure projects.
- Support the rationalization and consolidation of services within the sites in scope to lower cost, improve services and standardize the user experience, where possible.
- Cooperate with other functions to improve operational performance and efficiency through IT technology.
- Participate in testing and evaluation of new technologies to ensure compatibility and functionality.
- Provide accurate status updates to the IT Manager and other relevant stakeholders.
- Complete other special tasks on time.
Position Requirements:
- Bachelor’s degree in computer science, Information Technology, or equivalent relevant work experience.
- Hands-on IT technology experience is required, with at least 3 years related working experience in a similar role.
- Experience in a manufacturing industry is required. Experience with an automotive industry will be a plus.
- Knowledge of controlled data and ability to devise solutions to meet and adhere to regulatory needs is a plus.
- Knowledge of the TISAX security framework is a plus!
- Understanding of fundamental computer architecture, networking, virtualization, storage, and operating system concepts is required.
- Proficiency with administering Microsoft Operating Systems, both Server and Client is required.
- Proficiency with Microsoft Office products: Word, Excel, PowerPoint, Teams is required.
- Proven hands-on experience in IT Infrastructure solution making/design for projects is required.
- Hands-on experience in IT hardware break and fix on PCs and workstations is required.
- Working knowledge of local area networks, preferably based on Cisco technologies, is required.
- Knowledge of SAP and IBM AS/400 clients install, configuration and troubleshooting is a plus.
- Experience with Mobile Device Management solutions is a plus.
- Good communication skills, written and verbal.
- Excellent teamwork spirit: must be able to work independently as well as a team player and can manage own workload.
- Confident initiative-taker who is results-oriented.
- Able to balance competing priorities and work under tight deadlines.
- ITIL certification is a plus.