Technical Analyst II

At Oregon Tool, Inc., every Team Member drives our success. Your growth fuels our progress, empowering you to take initiative, share your ideas, and help shape what’s next. With a long history of innovation and a pioneering spirit, we’re a global team built on humility, grit, and collaboration – where every voice is valued and every contribution matters. If you’re ready to bring your perspective and thrive in a people-first culture, join us and make an impact.

The Technical Analyst II’s role is to ensure proper computer operation by maintaining personal computers, peripherals and network devices.  This person acts as first level user support, solving basic to advanced technical problems, maintaining IS security administration.  Participates in IT projects, analyzes and resolves end user hardware, software and network problems in a timely and accurate fashion.  Provides end user training where required.

This position will support global Service Desk efforts, providing support of the global and regional IT assets, enterprise-wide systems, IT planning, and business continuity processes

Location:       Belgium, Mont-Saint-Guibert

Reports to:     IT Manager in Belgium

Primary Duties and Responsibilities, other duties maybe assigned as business needs determine:

Provide End User Support (40%)

• Troubleshoot personal computer hardware and software, and networked peripheral devices
• Maintain proficiency at resolving 75% or more of technical problems encountered.
• Build report and elicit problem details from Service Desk customers.
• Determine whether problems are caused by hardware, software or user.
• Provide users with known resolutions for common problems.
• Provide education to end users in response to support calls or requests.
• Inform users of proper backup and recovery procedures for data.
• Develop formal training materials.
• Conduct computer related training sessions.
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the internet to aid in problem resolution.

Control Service Desk Processes (25%)

• Receive and respond to incoming Service Desk calls, pages, and/or e-mails regarding PC and network problems or requests.
• Record, track, and document the Service Desk request problem-solving process, including all decisions made, and actions taken, through to final resolution.
• Enter support request information into the Service Desk tracking system.
• Monitor, prioritize and schedule Service Desk requests to ensure prompt resolution.
• Escalate issues to the appropriately experienced technician, as required.
• Perform post-resolution follow-ups to service requests.
• Work under supervision on project assignments.

Develop and Maintain Service Desk Hardware and Software (20%)

• Install, configure, test, maintain, and troubleshoot client hardware and software.
• Construct, install, and test customized configurations for various platforms and operating systems
• Recommend, schedule, and perform computer equipment improvements, upgrades and repairs.
• Administer operating systems and their associated software
• Identify and learn appropriate software and peripherals used and supported by the organization.
• Assist the IT Manager with assignment of personal computers.
• Schedule PC installations for new and redeployed PCs.
• Interview users to determine and verify PC hardware and software requirements.
• Evaluate hardware and software products.
• Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
• Maintain mobile device management applications, hardware support and provide documentation.

Develop and Maintain Network Infrastructure and Related Equipment (5%)

• Manage one or more servers, operating systems, software applications, network services, and other network technologies.
• Monitor team member/server backups and restore processes.
• Create and maintain network logon access and permissions.
• Assist team members with file system security.
• Create and manage email accounts.

Communication and Documentation (5%)

• • Track issues and service requests within trouble-ticketing system, coordinate resolution and assist in driving issues to closure.  Provide timely follow-through with customers and peers, and escalate high severity issues and chronic problems to appropriate management.
  • Ensure that communication from team members is shared appropriately with management.
  • Document technical procedures, OS and application installations and configurations
  • Create and maintain up-to-date and accurate documentation of all areas of assigned responsibility or specialization

Inventory Control and Procurement of Computer Products (5%)

• Maintain an inventory of computer hardware equipment.
• Maintain an inventory of software licenses.
• Perform hardware and software audits and report issues and requirements to management
• Maintain the assignment of personal computers to personnel/departments.
• Process obsolete hardware and software for disposal.

• Perform research and evaluation of hardware and software products, and make recommendations to management.
• Maintain proficiency in the evaluation, selection, and ordering of technology products.
• Obtain quotes and licensing requirements for new hardware and software purchases.
• Purchase new hardware and software products via standardized purchasing procedures
• Track delivery status of purchases.
• Process product returns and warranty issues.
• Maintain an understanding of common software licensing requirements.

Education:

• Associates degree or 2+ years related experience; or equivalent combination of education and experience. 

Knowledge & Experience:

• 2+ years of technical experience in designing and maintaining complex and highly available IT Service Desk solutions.
• Working experience with multiple facets of Cyber Security.
• Demonstrated proficiency in troubleshooting and resolving a wide-range of operating system, application, hardware and software related issues at the Service Desk level. 
• Excellent written and oral communication skills; able to express oneself clearly in technical and non-technical terms with a focus on rapport-building, listening, and questioning skills. 
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Ability to conduct research into wide range of computer issues as required. 
• Must be able to work on projects with minimal supervision.
• Core competencies: demonstrated skills in continuous learning, flexibility, customer focus, quality commitment and good relationships are required.
• Strong proficiency with current versions of operating systems.
• Able to complete responsibilities in a timely, professional and quality manner.
• Solve problems analytically; search out relevant information and gauge its importance when making decisions.
• Effective written and oral communication skills; able to express oneself clearly and in technical and non-technical terms.
• Creative thinker.
• Collaborative and effective team player and able to work with teams who are globally dispersed.
• Set a good example of personal integrity.
• Take initiative, seek and act on opportunities to improve organization performance
• Ability to translate specific goals into action and follow through to achieve goals
• Proficiency in Microsoft Office 365 and data management software (SAP preferred).
• Fluent in Technical English ( written and spoken )

Availability:

• • Position requires performance of work on-site during normal working hours in most cases for optimal team interaction and communication, and availability of resources. 
  • Ability to work in a global virtual team environment with Oregon Tool world-wide locations.
  • Available to work in any of the 2 Belgian sites ( Mont-Saint-Guibert or Courcelles ) as required by job.
  • Available and eligible to occasionally travel to other Oregon Tool European sites as needed.

Oregon Tool, Inc. is a global, premium-branded, aftermarket-driven precision-cutting tool platform. At Oregon Tool, it is our goal to create, cultivate and sustain a global, inclusive people-first culture, where differences drive innovative solutions to meet the needs of our Team Members, customers, and communities. We welcome applications from all skilled individuals, not just because it’s the right thing to do, but because it makes our company #SharperTogether.

To learn more about our company and history visit us at: https://www.oregontool.com.

During the application process we will not ask for or collect any confidential, proprietary, or sensitive personally identifiable information (e.g., date of birth; driver’s license number; or credit card, bank account or other financial information). If you submit such information, you do so at your own risk, and we will not be liable to you or responsible for consequences of your submission. This notice should not be construed as an offer of employment or creating any terms of employment.