IT Support Analyst Job at Dana Corp. in Ohio

Job Description

Provides IT desktop support services to Dana personnel and approved guests at the Toledo Axle Plant (PC’s, laptops, tablets, desk phones, smart phones, printers, etc.)

Support business operational activities such as Meeting and Presentations (CEO Webcasts, BU Webcasts, etc)

Utilize interpersonal skills to create positive relations between IT and the different levels of the Company (Executives, Admins, Engineers, Finance, Aftermarket, etc).

Document activities, issues, information, resolution outcome, and duration of issue in the service desk application.

Perform onsite analysis, diagnosis, and resolution of complex problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users as needed.

Install, configure, test, maintain, monitor, and troubleshoot end-user devices and related hardware and software in order to deliver required service levels.

Understands customer’s business processes and prioritizes or applies priorities to service desk tickets accordingly

Talks to user to learn procedures followed and source of error.

Respond to and diagnoses service issues through discussions with users and leveraging resources across all levels of the organization to get resolution.

Investigate and resolves computer software and hardware problems for plant personnel and approved guests.

Works with and guides personnel on use of telephone, service desk, and diagnostic procedures, using diagnostic software, or by listening to and following instructions as needed.

Understands customer’s business processes and prioritizes or applies priorities to service desk tickets accordingly

Diagnoses customer issues and assigns appropriate support, if outside scope of support

Resolves complex issues and/or ensures resolution of issues

Promotes customer relations in conjunction with company plans and policies

Installs and maintains end user hardware and software

Works with next level of support

Escalates problems according to defined processes

Provides training and guidance to users to prevent user based error from reoccurring

Creates, maintains, and manages site specific documentation

Collaborate with other service teams to ensure efficient operation of the company’s end user computing environment.

Receive and respond to incoming calls, pages, and/or e-mails regarding escalated end user problems.

Answer to and perform moves, additions, and changes (MAC) requests as they are submitted by service desk tickets.

Prepare tests and applications for monitoring end user performance, then provide performance statistics and reports.

Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring end user operations.

Develop and maintain an inventory of all site assets, hardware and software. Insure they are properly updated in asset management and configuration management processes

Work directly with third-party support and equipment vendors when required for site specific support issues.

Conveys customers’ perspective to project teams responsible for newly implemented products and existing product enhancements.

May test software and hardware to evaluate ease of use and whether product will aid user in performing work, write software and hardware evaluation and recommendation for management review.

Write or revise user training manuals and procedures,

Develop training materials, such as exercises and visual displays, train users on software and hardware on-site or in classroom, install microcomputers, software, and peripheral equipment, following procedures.

Take active role in personal career development and personal performance management process.

Maintain personal technical skills and knowledge through continuous education

Ability to travel as needed to support business project and operational improvements.

Performs other duties as required.

Bachelor’s Degree, preferably in a related discipline, such as Information Systems, Engineering, Computer Science or Business or 8+ years of relevant professional Dana experience.


5-7 years’ experience on technical support in a manufacturing environment

About Company

Company: Dana Corp.

Company Location:  Ohio

About Dana Corp.