IT Support Analyst - job 2 of 2

As an IT Support Analyst at Piston Automotive, your primary responsibilities include providing on-site technical support to end users, troubleshooting technical issues, and maintaining the overall IT infrastructure of the enterprise. You will closely monitor the Manufacturing Execution System (MES) for availability and accuracy, execute software and hardware implementation plans, and manage incidents through ServiceNow. Your administrative tasks may involve working with systems such as VMWare, Active Directory, DHCP, DNS, and more, ensuring that all IT components run smoothly.

To become an IT Support Analyst at Piston Automotive, a high school diploma or GED is required, although an Associate's Degree in IT is preferred. Candidates should have a minimum of two years of experience in supporting end users and systems on the plant floor, ideally within the automotive industry. Familiarity with Manufacturing Execution Systems (MES) and strong SQL skills for handling mission-critical data are also highly sought after for this role.

IT Support Analysts at Piston Automotive work with a variety of technologies and systems including VMWare, Active Directory, DHCP, DNS, and SCCM. They also assist in the installation and management of Local and Wide Area Networks using Cisco equipment and the full Meraki stack. Knowledge of Microsoft Windows operating systems, MS Office Suite, and managing Windows Servers is essential in this role.

Piston Automotive is committed to the professional development of its IT Support Analysts by offering Tuition Reimbursement programs and access to cutting-edge technologies. The organization encourages ongoing skill advancement and provides opportunities to work on diverse projects that enhance both individual growth and team performance. By fostering an environment where learning is prioritized, Piston aims to cultivate talent that continuously raises the bar.

IT Support Analysts at Piston Automotive enjoy a comprehensive benefits package that includes competitive wages, paid holidays and vacation, medical, dental, and vision plans, flexible spending accounts, and life and disability coverage. Additionally, Piston offers a 401K plan with company matching, employee assistance programs, vehicle and product discounts, and more. This robust benefits offering underscores Piston's commitment to the well-being of its employees.

In answering this question, focus on any specific experiences you've had with MES, highlighting your role and the impact of your contributions. For instance, discuss how you monitored MES processes to ensure accuracy or how you troubleshot issues that arose in the system.

When addressing troubleshooting technical issues, elaborate on a systematic approach you take, such as identifying the problem, gathering relevant information, and testing potential solutions. Mention specific tools you've used similar to ServiceNow for tracking issues.

This is a great opportunity to discuss your organizational skills. Explain how you assess the urgency and impact of each issue, possibly using criteria such as downtime duration or user business operations affected, to prioritize your work effectively.

Discuss any specific tasks you have undertaken related to Active Directory, such as user account creation and management, group policy implementations, or addressing access issues. This will show your familiarity with essential IT functionalities.

In your response, share your methods for keeping abreast of IT trends, such as following industry-relevant blogs, participating in webinars, or engaging in professional communities. This indicates your commitment to continuous learning.

Illustrate a particular scenario where you encountered a complex technical issue. Detail your approach to resolving it, emphasizing steps taken, tools or resources used, and the final outcome.

Share any specific tools you've utilized for network performance monitoring, such as Cisco Network Assistant or SolarWinds. Explain how you leverage these tools to identify and rectify network issues, emphasizing your proactive approach.

Provide insight into your SQL skills by discussing how you've constructed queries for data retrieval, insertion, or updates, particularly in scenarios with mission-critical data. Highlight situations where your SQL knowledge led to impactful decision-making.

Explain your strategy for managing frustrated users, emphasizing your communication skills, patience, and ability to listen actively. Discuss how you would validate their concerns while working towards a resolution.

Detail your hands-on experience dealing with hardware components on the plant floor, such as barcode printers or network cabling. Share any troubleshooting successes or improvements you made to enhance operational effectiveness.