Site Support Analyst

Description

Onsite: This position requires an employee to be onsite on a full-time basis.

The Role:

This role entails maintains, analyzes, troubleshoots, and repairs computer systems, hardware and computer peripherals. Additionally, you will document, maintain, upgrade and/or replaces hardware and software systems. You will need to be familiar with a variety of the field's concepts, practices, and procedures. You will plan, direct and coordinate activities pertaining to operations affecting information technology in GM's business process areas.

General Motors' Global Manufacturing organization is responsible for the production of vehicles, Internal Combustion Engines and Battery Electric Vehicles, propulsion systems, stampings, castings, components, and batteries at 117 sites in 12 countries around the world. The organization plays a crucial role in GM's overall vision of Zero Crashes, Zero Emissions, and Zero Congestion. In your role as a manufacturing IT Operations Specialist, you will help our manufacturing partners meet daily production targets. In addition, you will ensure that safety and quality standards are met. While working in an action-oriented environment, you will gain a variety of experiences every day.

Providing end-user, network, infrastructure, and application support through creative thinking and latitude is the key to success in this role. Support for end users involves a growing set of tools and software that allows remote analysis and resolution of problems. It is also common for support agents to visit manufacturing floors for inspections and troubleshooting, as well as to interact with different production team members and executives. Employees will be on their feet throughout the day, lifting, climbing, and maneuvering stairs and ladders to reach screen-guarded areas.

What You'll Do:

• Provide production shift support by operating as a focal point to address all IT related requests and coordinate resolution of IT related incidents. The shift you work (1st, 2nd, 3rd) depends on the plant/location where you work and can vary.

• Build and support End-User Devices (PCs, Printers, Scanners, Mobile Phones, VOIP phones, Motorola Radios, and Tablets)

• Use remote PC management tools to assist users and other corporate IT tools to perform software patching/installation, asset management and change management functions

• Support all GM managed LAN, WAN, and WLAN network infrastructure, including GM managed Supplier networks, distributed antenna system (DAS) for mobile phones, and plant radio systems.

• Support the incident management process to coordinate issue resolution

• Support the label printing process at locations where IT has responsibility

• Complete assigned IT project tasks. Projects are highly centralized/owned by other IT teams, however we play an integral role in site-level implementation and execution

• Work with our Business Partners to ensure their IT needs are met. Interact with all levels of the workforce from hourly union production workers up to plant executive leadership

• 3+ years of experience supporting end-user devices/networks in Information Technology

• Cisco LAN/WAN infrastructure knowledge

• Ability to develop relationships with business partners and team members through analytical skills, communication, and interpersonal skills.

• Demonstrate initiative beyond the assigned work to improve output and/or assist others
• Support users at multiple physical sites, flexibility to work weekend production overtime as needed, and flexibility to work multiple shifts depending on the plant location and production schedule (shared with other members of the team).

• Ability to maintain, analyze, troubleshoot, and repair end-user equipment (PCs, laptops, printers, scanners, tablets, Motorola Push-to-Talk radios, and phones), computer peripherals, and network connections.

• Ability to support Windows PCs and peripherals

• Knowledge of client hardware use, repair, and replacement

• Knowledge of Client Operating Systems (Windows 10, Windows 11)

• A working knowledge of Microsoft Office products (SharePoint, Edge, Teams, OneDrive, OneNote, Yammer, Excel, Word, PowerPoint).

• Familiarity with remote PC management tools (VNC, VPN, RDP, Bomgar)

• Working knowledge of Cisco routers, switches, and wireless access points as well as network sniffers and analyzers (Wireshark), cable testers, and IT security fundamentals.

• Protocols such as VLANs, NAT/PAT, VPNs, IPsec, and TCP/IP

• Troubleshooting skills for Layer 1-4 switching and routing

• Basic understanding of Active Directory management

• Knowledge of ITIL concepts including Incident Management, Change Management, IT Asset Management, Release Management, Service Request Management, Service Desk.

• A working knowledge of Service Now.