IT Support Analyst

Company: HM.CLAUSE
Location: Davis
Posted on: January 12, 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 REPONSIBILITIESDelivery of projects according to the expected schedulesCreate 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),SupportQualifies 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 teamsParticipates 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 submittedContributes in decision making in problem resolution or project phasesIs a force for proposals as part of the continuous improvement processContributes to the delivery of new global (or local) projects in conjunction with the Project ManagerEnsures regular communication with its internal clients (Training, roadshow, etc.)Is results oriented: respects quality and schedule commitments (KPI's, SLA's, Project Planning, etc...)DeliveryInstalls 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 toolEDUCATION & EXPERIENCEBachelor's Degree in IT preferred or equivalent experienceMinimum 5-7 years' experience in similar roleKnowledgeKnowledge of ITIL standardsKnowledge of IT support activitiesAdvanced command of English required, Spanish preferred - not requiredRemote diagnosis of hardware or software computer issuesProficiency in Windows operating systemsInstallation, configuration and maintenance of computer peripheralsProcedural writing skillsAbility to prioritize and manage emergenciesAbility to adapt your communication to your audienceOrganized in work and in scheduling

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