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IT Support Analyst

Company: HM.CLAUSE
Location: Davis
Posted on: January 4, 2022

Job Description:

HM.CLAUSE is a Business Unit of Limagrain, an international agricultural co-operative founded and managed by farmers. HM.CLAUSE specializes in the breeding, production, and sale of vegetable seeds. From the world market to the farmer's market, we collaborate with our customers to deliver successful solutions for the agricultural challenges of today and produce the highest quality vegetable seeds for the future. Our global team of experts and state-of-the-art research facilities enable us to work side-by-side with growers to provide the most regionally relevant and reliable vegetable seeds available.
POSITION SUMMARYWithin HM CLAUSE /Limagrain IT, the IT support analyst is the first direct contact with all of the Group's Employees / customers to provide technical support and IT advice on the use of computer hardware and software. In constant and direct relation with them, he/she resolves incidents, manages service requests and participates, through their actions, in the reliability and continuity of service. They also contribute to project delivery within their area of expertise.
ESSENTIAL DUTIES AND REPONSIBILITIES

Delivery of projects according to the expected schedules
Create incident resolution procedures for assigned areas of operation.
Conduct user training (roadshow) concerning new technologiesGood management of incidents assigned to it in the context of user support,
Problem solving (identification of solutions for recurring incidents),
Support
Qualifies incidents with a thorough diagnostic methodology to allow the best use of information and the transmission of the incident under the best conditions to the appropriate teams
Participates and contributes in the resolution of critical incidents (Crisis Groups)
Performs remote or on-site interventions when needed to resolve incidents or problems related to various technologies (national and international travel possible)
Defines and writes procedures to improve support efficiency (Level 1)
Participates in the Change Committees (CAB) for requests he has submitted
Contributes in decision making in problem resolution or project phases
Is a force for proposals as part of the continuous improvement process
Contributes to the delivery of new global (or local) projects in conjunction with the Project Manager
Ensures regular communication with its internal clients (Training, roadshow, etc.)
Is results oriented: respects quality and schedule commitments (KPI's, SLA's, Project Planning, etc---)
Delivery
Installs and maintains IT peripherals (workstations, printers, network equipment, etc.) remotely or on site if necessary (national and international trips possible)
Keeps the IT inventory up to date through the common fleet management tool
EDUCATION & EXPERIENCEBachelor's Degree in IT preferred or equivalent experience
Minimum 5-7 years' experience in similar roleKnowledge
Knowledge of ITIL standards
Knowledge of IT support activities
Advanced command of English required, Spanish preferred - not required
Remote diagnosis of hardware or software computer issues
Proficiency in Windows operating systems
Installation, configuration and maintenance of computer peripherals
Procedural writing skillsAbility to prioritize and manage emergencies
Ability to adapt your communication to your audience
Organized in work and in scheduling

Keywords: HM.CLAUSE, Davis , IT Support Analyst, Professions , Davis, California

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