Information Technology Analyst

Eaton is a power management company with 2014 sales of $22.6 billion. Eaton provides energy-efficient solutions that help our customers effectively manage electrical, hydraulic and mechanical power more efficiently, safely and sustainably. Eaton has approximately 99,000 employees and sells products to customers in more than 175 countries.

The primary function of this position is to provide client infrastructure (PC, Laptop, PC/Laptop Peripheral, Mobile Device, Printers) support with minimal supervision of a supervisor or senior peer. Customers include all of Eaton’s internal IT users within the northeast geographic zone. This includes monitoring Incident and Request queues and meeting defined SLAs for Incident and Request resolution.

* Provide “smart hands” and eyes support for other infrastructure located outside of the Data Centers on behalf of the Infrastructure SME teams. * PC Lifecycle Management, including Provisioning, Asset Management and Disposal. May also assist with disposal of other infrastructure assets. * Site IT DR Plan and Site Profile annual refresh, bi-annual table-top walkthrough of IT DR Plans for Category 2 Sites, and participation in site BCM Workshops for sites within the geographic Zone. * Deployment, configuration and 2nd/3rd level support of mobile devices, printers, PC/laptop hardware, PC/laptop operating system and standard productivity software for internal IT users at locations within a geographic Zone. * Follow standard ITSM processes of Asset Management, Change Management, Incident Management, Request Management, Problem Management and Project Management to serve internal IT users and drive high performance against operational metrics. * Share information about best practices with internal IT users to increase user satisfaction and productivity. * PC Lifecycle Management, including Provisioning, Asset Management and Disposal. May also assist with disposal of other IT assets. * Site IT DR Plan and Site Profile annual refresh, bi-annual table-top walkthrough of IT DR Plans for Category 2 Sites, and participation in site BCM Workshops for sites within the geographic Zone. * Participate in application, infrastructure, security and OpEx initiatives and support activities as needed related to site infrastructure that requires physical on-site presence, interaction with site personnel and/or expertise about site-based IT systems. * Provide “smart hands” and eyes support for other infrastructure located outside of the Data Centers on behalf of the Infrastructure SME teams. * Assist with support of various site-based IT systems that are not supported by Enterprise IT teams. This varies widely from site to site. * Participate as part of a team related to trouble-shooting and resolution of larger IT System issues. May also participate in efforts related to Root Cause Analysis and Problem Management. * Identify opportunities for process and technology improvement * Liaison between IT and internal IT users to drive IT standards and assist with resolving serious IT infrastructure issues. * Participate in internal audits related to IT processes, procedures and systems. * Influence IT budgeting, forecasting and spending for SIS and Site IT budgets.

* High School Diploma or GED from an accredited institution is required. * Minimum 2 years of IT experience is required. * No relocation is being offered for this position and candidates must reside within 50 miles of the site. * This position requires use of information or access to hardware which is subject to the International Traffic in Arms Regulations (ITAR). All applicants must be U.S. persons within the meaning of ITAR. ITAR defines a U.S. person as a U.S. Citizen, U.S. Permanent Resident (i.e. 'Green Card Holder'), Political Asylee, or Refugee. **Preferred:** * Bachelor's degree or Associate Degree in business or technology * ITIL, MCSA, or comparable certification * A+ certification * Experience in a plant/manufacturing environment **Position Criteria:** * Intermediate Level Knowledge of the following: * Microsoft Operating Systems * Microsoft Office Suite * Endpoint Devices – PC, Laptop, Mobile Devices, PC Peripherals * Other IT Infrastructure (working knowledge) – network, servers, storage, phone systems * Miscellaneous Equipment used in manufacturing locations such as bar code scanners, specialized printers, industrial PCs, RF Scanners, etc. * Customer Service * Use of ticketing system and meeting Service Level Agreements * IT Service Management - Asset Management, Incident Management, Request Management, Problem Management and Change Management