Senior IT System Analyst (On-site Only- Edgewood, MD)

Senior IT System Analyst (On-site Only- Edgewood, MD)

Location: Edgewood, MD

Ref: DETECTIONNA01707

Division: Smiths Detection

Job Function: Info Systems Technology

Job Description

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). Responsibilities include technical support for all SDI computing devices, identifying, logging, researching, and resolving technical problems or requests, and ensuring support incidents are resolved within standard service level targets (SLTs). They will respond to phone calls, emails, and web form requests for technical support and attempt to resolve on first contact. The role also involves supporting SDI projects and initiatives to ensure successful implementation across SDI, collaborating with vendors and service providers as required, and following commonly used concepts, practices, and procedures of the help desk industry.

Duties & 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 to 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 business units, including desk-side support and direct client interaction.
• Provision and manage computing devices per SDI standards and policies.
• Support OS installation, troubleshooting, and support of all Windows PC, laptops, desktops, and 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 the manufacturing 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, and business projects.
• Assist IT managers in the creation, implementation, and maintenance of policies, procedures, and associated training plans.
• Create and 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.

Diversity & Inclusion

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, color, 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.

The Individual

Education Requirements

Required/Preferred

Additional Qualifications

Preferred: Bachelor’s Degree

Years of Experience

Recommended Minimum: 5 years

Minimum 5 years of experience in information technology.

Technical Knowledge and Skills

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, qualifications, competencies, and abilities and any physical demands if required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• 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 desired.
• Experience in hardware, software, operating systems, networking, remote connectivity knowledge, and workstation management support.
• Experience with Windows 10/11, 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 difficult customers.

Salary & Benefits

The compensation for this position ranges from $58,464.00 - $136,416.00/yr and will vary depending on factors such as location, skills, job-related knowledge, and experience. The compensation package may also include incentive compensation opportunities in the form of discretionary annual bonuses 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.

About Smiths

At Smiths, we apply leading-edge technology to design, manufacture, and deliver market-leading innovative solutions that meet our customers' evolving needs and touch the lives of millions of people every day. We are a FTSE100, global business of around 14,600 colleagues, based in 50 countries. Our solutions have a real impact on lives across the planet, enabling industry, improving healthcare, enhancing security, advancing connectivity, and supporting new homes. Our products and services are often critical to our customers’ operations, while our proprietary technology and high service levels help create a competitive advantage. We welcome colleagues with a curious mind, who are happy with responsibility, enjoy a challenge, and are attracted by the idea of working at a business with an almost 170-year history of innovation and five global divisions, all experts in their field.

About Smiths Detection

Smiths Detection is a global leader in detection and screening technologies for the protection of people and assets, supporting safety, security, and freedom of movement in today’s world.

Additional Information

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.

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 or call toll-free 877-703-1029 . This email and phone number are 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.