IT Support Analyst II

Woodward's Diversity, Inclusion and Belonging Commitment

At Woodward, no matter where you are from, your physical appearance, or how you identify, you deserve the opportunity to reach your greatest potential. We are on a journey to achieve this as an organization and want to work closely with our members to set the right path.

We humbly acknowledge this will be an imperfect journey. Yet, we are steadfastly committed to embracing the power of diverse people, perspectives and experiences for our current members, attracting the best talent across our communities, and creating an inclusive and rewarding workplace for all.

Woodward supports our members' wellbeing and regularly benchmarks with other companies in our industry to offer an extensive Total Reward package for this position. Salary will be determined by the applicant's education, experience, knowledge, skills, and abilities, as well as internal equity and alignment with market data.

• Estimated annual base pay: $30.67(minimum) - $38.37(midpoint) - $46.06(maximum)
• All members included in annual cash bonus opportunity
• 401(k) match (4.5%)
• Annual Woodward stock contribution (5%)
• Tuition reimbursement and 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

Are you ready to make your mark? If you're an IT Support Analyst II, we have an exciting opportunity for you. The level two IT Support Analyst will provide effective, efficient, and timely technical support for all information technology systems. This position will deliver technical knowledge and expertise for tracking and resolution of technical problems.

What You Will Be Doing

• Tier One (L2) - WISE/SAP Permissions, Account Adds and Deletes
• Interprets problems and provides Tier2, and Tier 3 technical support for IT systems, client hardware and client software globally. This position focuses on resolving the more difficult problems submitted through Woodward's request management system.
• Interprets problems and provides Tier 2 technical support by diagnosing problem source through discussions with users. Coordinates with support and operations groups and/or with vendors to resolve problems for IT systems, client hardware, and software.
• Supports yearly alignment grid objectives and metrics for the Global IT EIS organization.
• Coordinates tasks for members on global ITCS projects.
• Follows and assists with maintaining established asset management procedures to support standard hardware life cycle refresh and desktop software copyright compliance.
• Assists with defining customer support processes and procedures defining general operations, problem management and problem escalation.
• Participates in IT Support standardization and continuous process improvement efforts through daily activities, and standard work.
• Provides intermediate support for local, networked, and multi-function printing devices including the creation and administration of print server queues.
• Provides account management support such as account creation, termination,and other management activities.
• Installs, maintains, administers and troubleshoots client security software and settings.
• Ensures client hardware, software, and data are disposed of securely while achieving compliance and environmental goals.
• Configures, installs, and maintains client hardware and software, little to no supervision.
• Contributes to IT customer self-help knowledge base, department knowledge base, and IT documentation.
• Reviews service requests and gathers additional information, and documents it in the request/email before assignment to support staff or escalation.
• Diagnosing problem sources through discussions with users. Coordinates with support and operations groups and/or with vendors to resolve problems. Ensures customer satisfaction through problem resolution and follow-up.
• Participates in designing automated solutions for technical problems and manual processes
• Participates as a team member in global problem solving and decision-making. Leads and facilitates IT Team meetings.
• Provides support for mobile devices including setup, deployment, and basic MDM (mobile device management) knowledge andadministration.

What We Are Looking For

• US - Bachelor's Degree in Arts/Sciences (BA/BS) Multi-language capabilities. Will consider professional experience and IT knowledge in lieu of meeting education requirements.
• US - Associate's Degree
• 2-5 years experience working with client computer hardware and software preferably in a global environment required
• CompTIA A+ required or obtained within 180 days of hire
• Multi-language capabilities preferred
• Strong customer focus and customer service orientation. Ability to defuse tense interactions with customers.
• Advanced verbal and written communication skills, write internal facing solutions for ITCS team. Ability to communicate and interact well with others; successful at working across various cultures within the organization.
• Experience in providing support to executive staff and collaborating with administrative assistants.
• Advanced knowledge of client operating systems and contemporary office productivity applications.
• Advanced knowledge of client hardware, software, and administration.
• Advanced Active Directory and account administration. Attribute editing, user information, permission granting, etc.
• Advanced diagnostic and advanced problem-solving skills.
• Manages and works on more than one task at a time; excellent time management skills.,
• Knowledge of Project Management and Lean methodologies and tools.
• Ability to work efficiently and effectively with little to no supervision; self-directed.
• Knowledge of ITIL framework and best practices.
• Provides support for mobile devices including setup, deployment, and basic MDM (mobile device management) knowledge andadministration.
• Provides intermediate support for local, networked, and multi-function printing devices including the creation and administration of print server queues.
• Coordinates tasks for members on global ITCS projects.

Application window is anticipated to close 30 days from original posting date.

This information is provided in compliance with the Colorado Equal Pay for Equal Work Act and is the company's good faith and reasonable estimate of the compensation range and benefits offered for this position. The compensation offered to the successful applicant may vary based on factors including experience, skills, education, location, and other job-related reasons.

This position requires use of information which is subject to the International Traffic in Arms Regulations (ITAR) and/or the Export Administration Regulations (EAR). All applicants must be U.S. Persons within the meaning of the ITAR and EAR, or eligible to obtain all required authorizations from the U.S. Department of State and/or the U.S. Department of Commerce. The ITAR defines a U.S. Person as a U.S. citizen or national, lawful permanent resident (i.e., 'Green Card holder'), or a protected person (e.g., asylee, or refugee).

Woodward is an Equal Opportunity Employer

EO/AA/M/F/Disabled/Protected Veterans