Textron Executive IT Service Delivery Analyst in Providence, Rhode Island

Executive IT Service Delivery Analyst

Description

JOB SUMMARY

Textron is seeking an ExecutiveIT Service Delivery Analyst for our Global Headquarters in Providence, RhodeIsland. The Executive IT ServiceDelivery Analyst is the liaison to the Textron World Headquarters Executiveteam, supporting various Information Technology equipment, software, andservices. The incumbent providesend-user support for IT services, performs troubleshooting for technicalissues, acquires and deploys new technology in support of the Executive team,and avails themselves at any time, including outside of normal business hours,to answer questions and/or get the most appropriate resources to meet Executiveneeds. This role interacts regularlywith senior executives and Board Members, so approachability, confidentiality,accountability and professionalism are of the utmost importance.

In addition to providingend-user support with IT services, the Executive IT Service Delivery Analyst willsupport the IT department with ticket queue management, telecom and ITequipment billing, and other tasks as identified by the Sr. Manager, Corporate ITService Delivery.

RESPONSIBILITIES

  • Provide hands-on hardware and software support for Microsoft Windows 7 / 10, Office 2016, Apple (iPad and iPhone) and Android end-user devices

  • Assist Executives with general IT system troubleshooting and support

  • Install, configure, and test new hardware and software for end-users

  • Configure and support mobile devices such as iPhones, iPads and Android mobile phones

  • Assist end-users in-person and remotely with various hardware and software issues

  • Respond to support requests via phone, email and/or other approved electronic media

  • Deliver a high level of professional service and support

  • Take initiative to introduce technology to help business processes and improve productivity

  • Participate in regular training in the latest technologies

  • Some travel, including international, may be required (10%)

  • Protect and maintain the privacy of employee personnel records including, but not limited to, personal compensation information about employees

  • Perform other duties and projects as assigned

  • Open to future career development opportunities within Textron business unit locations

Qualifications

EDUCATION/EXPERIENCE

  • Associate or technical degree in Information Technology, required

  • Currently pursuing or intent to pursue a B.S. in Information Technology, Computer Science or Engineering, strongly preferred

  • Experience in an IT Service Management environment

  • Industry-related certifications preferred

  • Expert knowledge of MS Windows 7 and 10 operating systems; MacOS knowledge a plus

  • Expert knowledge of MS Office products including Skype, Outlook, Excel, Word and PowerPoint

  • Proficient in mobile device setup and management, both iOS and Android

  • Advanced understanding of personal computer hardware, software and networking

SKILLS/COMPETENCIES

  • Professionalappearance and demeanor

  • Creativeanalytical and problem solving skills – “own” issues until they are resolved;even if the resolution depends on other individuals / resources

  • Excellentcommunication skills, both oral and written

  • Abilityto effectively communicate technical concepts to non-technical audience

  • Goodorganizational skills

  • Goodtime management skills

  • Mustmaintain confidentiality

  • Initiative,eagerness and ability to learn

  • Willingnessto work whenever needed / Availability after normal business hours

  • Abilityto work on multiple tasks in a parallel manner

  • Abilityto understand varying levels of urgency and react appropriately

  • Abilityto lift up to 30 lbs.

EEO Statement

Textron is committed to providing Equal Opportunity in Employment, to all applicants and employees regardless of, race, color, religion, gender, age, national origin, military status, veteran status, handicap, physical or mental disability, sexual orientation, gender identity, genetic information or any other characteristic protected by law.

Pay Transparency Policy Statement

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise, have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.

Job Information Technology

Primary Location US-Rhode Island-Providence

Recruiting Company Textron Inc.

Schedule Full-time

Job Level Individual Contributor

Shift First Shift

Req ID: 265074