IT Service Desk Analyst II

FN America LLC is a U.S. subsidiary of FN Herstal S.A. a global leader in the development and manufacturing of high-quality reliable firearms for military law enforcement and commercial customers worldwide. Headquartered in McLean Virginia with manufacturing operations in Columbia South Carolina FN America is passionately committed to providing its customers with a portfolio of FN-branded products training and support services that enhance user performance and safeguard their lives. For more information visit us at or follow us on Facebook Twitter and Instagram.

Position Summary

The IT Service Desk Analyst II provides end-user support for business systems infrastructure client software and end user devices. The IT Service Desk Analyst II provides incident resolution and fulfills requests within a prescribed SLA. The position monitors tier 1 and 2 service calls related to all services provided by IT including the network business applications (ERP PLM QMS and Office365 et etc.) Additionally this role is responsible for configuring initial setup and troubleshooting personal devices (mobile phones printers and laptops).

Job Duties

• Serves as a single point of contact for helpdesk support.
• Troubleshoots and resolves software issues related to Business Systems.
• Troubleshoots desktop issues and provides user support for hardware software printers help desk remote user support as hardware and desktop software related issues.
• Communicates with development team as needed to assist in resolving tier 2 related issues.
• Escalates calls to development team when necessary.
• Proactively ensures systems meet user and business requirements.
• Builds knowledge base of common IT issues.
• Documents the development and configurations of systems.
• Builds and deploys user PCs.
• Manages and maintains voice systems.
• Handles advanced tier 2 level calls related to business applications without involving a developer.
• Supports Network Administrator(s) in management of basic networking functions such as: User
• account management passwords file/directory permissions print queues etc.
• Maintains spare inventory to support PC needs.
• Troubleshoots and resolves network issues related to switches cabling and wireless connectivity.
• Administers SQL DB.
• Tracks PC software usage and licensing compliance.
• Other duties as assigned.

Educational Requirements

Associate of Science degree in Information Systems or equivalent is required. Bachelor of Science Degree in information systems is preferred.

Experience Requirements

Two years of experience interfacing with customers and providing service desk level support and one year of experience troubleshooting configuring networks switches and servers business applications such as Enterprise Resource Planning (ERP) Product Lifecycle Management (PLM) Quality Management Software (QMS). etc. and supporting Windows and Windows Server Operating Systems (OS) is required.

Skills and Competencies

All FN America employees are expected to demonstrate accountability collaboration communication customer focus and innovation. Additional requirements of this position include:

• Strong analytical and problem-solving skills.
• Trouble shooting applications and computer issue skills.
• Able to perform all assigned tasks with a customer service-oriented attitude.
• Demonstrated ability to quickly perform independent research and troubleshooting techniques
• Ability to take initiative without instructions.
• Basic network topology and Windows Operating System knowledge.
• PC Imaging Windows Server Administration Database Administration and PowerShell
• scripting skills.
• Business application support for systems including but not limited to ERP PLM CRM QMS and ITSM.
• Demonstrated knowledge of how to support business processes.
• Administration knowledge of Linux OS preferred.
• Basic SQL and Oracle DB administration skills preferred.
• PC deployment and patch management preferred.

Tools

Windows Windows Server Administration Database Administration PowerShell scripting ERP PLM CRM QMS and ITSM.

Licenses/Certifications

• Comptia A certification preferred.
• CCINT 1 and 2 certifications preferred.
• ITIL Foundations certification preferred.
• Microsoft Certified Solutions Expert certification preferred.

Working Conditions

Typical office environment with some travel between buildings and to other locations required. May be exposed to loud noises toxic chemicals and dangerous machinery when on the plant floor.

Must be able to lift or maneuver up to 25 lbs.

All FN America employees have a responsibility to participate in the development of a safe and healthy workplace and to comply with instructions given for their own safety and health and that of others.

Equal Employment Opportunity/disability/protected veteran status.

FN America LLC is committed to working with and providing reasonable accommodation to individuals with physical and mental disabilities. If you need special assistance or an accommodation while seeking employment please email or call: .

We will make a determination on your request for reasonable accommodation on a case-by-case basis.