IT Support Analyst at Woodward, Inc. in Deerfield Beach, FL

Summary: Woodward, Inc. is committed to creating a great workplace for all team members and is seeking an IT Support Analyst. The role involves providing technical support, maintaining documentation, and collaborating with IT teams to resolve hardware and software issues. Responsibilities: - Provide Technical Support: Resolve hardware and software issues for endusers by following established procedures and guidelines. Escalate issues to higher level support when necessary - Maintain Documentation: Record and update support tickets, troubleshooting steps, resolutions and solutions in the ITSM system - Computer Setup: Help configure and install computer systems, software applications, and peripheral devices for new and existing users - Procurement of client hardware and software: Follow established processes for obtaining approvals and ordering hardware and software - Communicate Technical Information: Explain technical solutions and processes clearly to team members and end-users to ensure understanding and effective use - Provide Technical Support: Diagnose and resolve hardware, software, and infrastructure issues for end-users, ensuring timely and effective solutions - Maintain IT Documentation: Develop and update troubleshooting guides, knowledge base articles, and support procedures to enhance team efficiency - Compliance: - Competent understanding of permissions practices and licensing. Ensure observance within the environment - Collaborate with IT Teams: Work closely with other IT departments to implement and maintain IT standards and practices, ensuring integration and functionality - Troubleshoot Software Installations: Perform software installations, configurations, and understand how to troubleshoot issues using local and globally documented practices - Perform system upgrades to maintain optimal performance and security Required Qualifications: - Proficient in diagnosing and resolving common hardware and software issues using established procedures - Skilled in providing friendly and effective support to end-users, ensuring positive user experiences - Knowledgeable in basic administration and support of Windows client environments - Ability to clearly convey technical information to team members and nontechnical users - Proficiency in English - Capable of prioritizing and handling multiple support tasks simultaneously within defined deadlines - Skilled in creating and maintaining accurate support documentation and user guides following standard procedures - Competent at installing, configuring, and updating standard software applications as per guidelines - Basic understanding of Server, Network and IT Security concepts and protocols - Ability to work on basic tasks as directed by other IT teams - Understanding of PC fundamentals and components - Experience identifying, troubleshooting and replacing components in laptops and desktops - Use of M365, internal IT tools and/or other communication resources to effectively provide support and collaborate across the business and IT groups - Capable of providing advanced support in diagnosing and resolving hardware and software issues within IT systems - Capable of resolving issues independently or working with higher level technicians - Adept at providing responsive and effective technical assistance to end-users - Advanced knowledge of Windows and mobile iOS environments for effective support - Understanding of Linux OS a plus - Effectively convey moderately complex technical information within the team and to users - Including drafting of higher level and global communications - Efficiently manage and prioritize multiple support tasks and goals to meet overall service objectives - Proficient in creating and maintaining detailed technical documentation and support guides - Perform automated and manual software deployments using tools such as SCCM, Intune, or custom scripts - Diagnose and resolve related issues, including failed installations, crashes, and performance problems - Apply analytical methods to identify and solve typical IT problems promptly - Understanding of ITSM/ITIL standards and processes - Skilled in tracking, prioritizing, and documenting IT support tickets within the ITSM system - Capable of managing and maintaining local and enterprise IT systems and infrastructure Required Skills: Technical Troubleshooting, Windows Operating System, Mobile iOS Operating System, Linux Operating System, Software Installation, SCCM, Intune, ITSM, ITIL, System Administration, Server Fundamentals, Network Fundamentals, IT Security Fundamentals, Hardware Knowledge, Customer Service, Analytical Thinking Benefits: Annual cash bonus opportunity, 401(k) match (4.5%), Annual Woodward stock contribution (5%), Tuition reimbursement, Training/Professional Development opportunities for all members, 12 paid holidays, including floating holidays, Industry leading medical, dental, and vision Insurance upon date of hire, Vacation / Sick Time / Vacation Buy-up / Short Term Disability / Bereavement leave, Paid parental leave, Adoption Assistance, Employee Assistance Program, including mental health benefits, Member Life & AD&D, Long Term Disability, Member Optional Life, Member referral bonus, Spouse / Child Optional Life, Optional AD&D, Healthcare and Dependent Care Flexible Spending, Voluntary benefits, including: Home / Auto Insurance discounts, Whole Life Insurance / Critical Illness Insurance / Legal Assistance / Military Leave