Technology Support Analyst

Job Title:

Technology Support Analyst

FLSA Status:

Exempt

Group:

Regular – Full Time

Department:

Information Technology (IT)

Location:

Cambridge, OH (Hybrid)

About Cooper Machinery Services

Cooper Machinery Services provides natural gas compression equipment and services to customers globally in the Oil & Gas, Power, Transportation, and Marine sectors. With a proud heritage dating back to 1833, Cooper Machinery Services is the OEM for legendary product lines including Cooper-Bessemer™, Ajax™, Superior™, Gemini, TSI, CSI, Enterprise, and Joy. Headquartered in Houston, TX, but with commercial and services hubs around the world, Cooper Machinery Services provides world-class services to more than 22,000 units in its installed base.

Our strength is our people. Each employee plays an integral role in our success and growth. With a commitment to our vision that strong relationships drive strong results and better business, our people make Cooper Machinery Services legendary.

Job Overview

The primary purpose of this role is to provide technical support for technology products and applications, including computer hardware and software, telecommunications equipment, and networks operating in Cooper Machinery Services locations. This includes performing tracking and documentation by entering details of problems, status of service requests, and resolutions into the company incident management system. This role may also directly or indirectly support corporate initiatives or deployment projects.

With a focus specifically on Service Desk, this role provides level 1 technical support, primarily over the phone, to associates across the enterprise to resolve time-sensitive problems. This role also contributes to the knowledge base and helps track and document activities related to staging, integration, troubleshooting, and installation of enterprise technology systems. With a focus specifically on End User Computing, this role provides remote, desk-side or walk-in support to end-user corporate associates, including deployment of laptops and following up on support issues handed off from the support desk.

Essential Duties And Responsibilities

- Provide intermediate troubleshooting and support for desktop hardware, software, and peripherals, including desktops, laptops, printers, and mobile devices

- Resolve technical issues related to Windows operating systems, third-party applications, and network connectivity

- Assist in the installation, configuration, and maintenance of desktop systems, including imaging, software updates, and patch management

- Manage user accounts, permissions, and security settings in Active Directory, ensuring compliance with IT policies and security protocols

- Support and troubleshoot enterprise applications (e.g., Microsoft Office 365, company-specific applications, and antivirus solutions)

- Perform proactive maintenance tasks to prevent issues, including system optimizations, performance tuning, and ensuring all hardware and software is up to date

- Deploy and configure new desktop hardware and software for end-users, including coordinating the setup of workstations and configuring necessary applications

- Manage and support remote desktop access, VPN, and mobile device management (MDM) solutions

- Oversee the desktop hardware inventory, ensuring equipment is properly tracked and maintained

- Collaborate with IT teams (network, systems, and security) to address infrastructure and security challenges

- Create and maintain detailed technical documentation, including troubleshooting guides, system configurations, and knowledge base articles

- Stay current with new technologies and IT trends, making recommendations for improvements to desktop environments and support processes

Required Qualifications

- High School Diploma/GED with a minimum of 3 years’ experience IT systems administration and technical support

- Proven experience in diagnosing and resolving hardware and software issues in an enterprise environment

- Experience working in a multi-site or corporate IT environment, providing desktop support to a diverse user base

- Strong expertise in supporting Windows 10/11 operating systems

- Deep knowledge of Microsoft Entra/Active Directory for user and group management, password resets, and permission changes

- Possess troubleshooting skills for desktop hardware, peripheral devices (printers, monitors, etc.), and network-related issues (TCP/IP, DNS, VPN)

- Experience with endpoint management tools (e.g., SCCM, Intune) for software deployment and system updates

- Proficiency with remote desktop support tools (e.g., TeamViewer, BeyondTrust (Bomgar), Remote Desktop Protocol)

- Knowledge of enterprise applications like Microsoft Office 365, email clients, and antivirus software

- CompTIA A+ or similar industry certification for IT support professionals preferred

- Microsoft Certified: Modern Desktop Administrator Associate or equivalent Microsoft certification preferred

- Additional certifications in cloud technologies (e.g., Microsoft Azure) or security certifications (e.g., CompTIA Security+) are a bonus

- Familiarity with mobile device management (MDM) solutions and supporting smartphones and tablets preferred

Competencies

- Troubleshooting: You enjoy solving problems and have a knack for determining what is causing a technology or system to not work.

- Microsoft 365: Proficiency in Microsoft 365 administration

- Device Management: Experience with Intune and Autopilot for device management

- Cybersecurity: Familiarity with Microsoft Defender, E5 security suite, and other cybersecurity tools (EDR)

- Problem-Solving: Exceptional analytical skills with a keen attention to detail

- Communication: Excellent verbal and written communication skills, able to convey technical concepts to non-technical stakeholders

- Time Management: Strong ability to manage and prioritize multiple projects simultaneously

- Collaboration: Ability to work effectively in a team-oriented environment

Cooper Machinery Services is an equal opportunity employer and gives all qualified applicants consideration of employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, genetic information, national origin, disability status, protected veteran status, or any other characteristic protected by federal, state, or local laws.