IT Support Analyst

Woodward is committed to creating a great workplace for all team members. Our company and its members are committed to acting with integrity, being respectful and accountable to one another, and staying humble and driven, while maintaining the highest professional and ethical standards.

We are steadfastly committed to attracting the best talent across our communities creating a rewarding workplace. Together we are fulfilling our purpose to design and deliver energy control solutions our partners count on to power a clean future.

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. 

Level I Estimated annual base pay: $23.08(minimum) - $30.29(midpoint) - $37.02(maximum)

Level II Estimated annual base pay: $24.44(minimum) - $34.62(midpoint) - $42.31(maximum)

All Levels are eligible for the benefits below:

• 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 

Level I Key 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.

Level II Key Responsibilities:

• 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.

Level I Key Skills:

• Technical Troubleshooting: Proficient in diagnosing and resolving common hardware and software issues using established procedures.
• Customer Service: Skilled in providing friendly and effective support to end-users, ensuring positive user experiences.
• Operating Systems: Knowledgeable in basic administration and support of Windows client environments.
• Effective Communication: Ability to clearly convey technical information to team members and nontechnical users. Proficiency in English.
• Time Management: Capable of prioritizing and handling multiple support tasks simultaneously within defined deadlines.
• Documentation: Skilled in creating and maintaining accurate support documentation and user guides following standard procedures.
• Software Installation: Competent at installing, configuring, and updating standard software applications as per guidelines.
• Intrastucture and Security Fundamentals: Basic understanding of Server, Network and IT Security concepts and protocols. Ability to work on basic tasks as directed by other IT teams.
• Hardware Knowledge: Understanding of PC fundamentals and components. Experience identifying, troubleshooting and replacing components in laptops and desktops.
• Support and use of collaboration and communication tools: Use of M365, internal IT tools and/or other communication resources to effectively provide support and collaborate across the business and IT groups.

Level II Key Skills:

• Technical Troubleshooting: 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.
• Customer Support: Adept at providing responsive and effective technical assistance to end-users.
• Operating Systems Expertise: Advanced knowledge of Windows and mobile iOS environments for effective support. Understanding of Linux OS a plus.
• Communication Skills: Effectively convey moderately complex technical information within the team and to users. Including drafting of higher level and global communications.
• Time Management: Efficiently manage and prioritize multiple support tasks and goals to meet overall service objectives.
• Documentation: Proficient in creating and maintaining detailed technical documentation and support guides.
• Software Installation: 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.
• Analytical Thinking: Apply analytical methods to identify and solve typical IT problems promptly.
• Service Desk Operations: Understanding of ITSM/ITIL standards and processes. Skilled in tracking, prioritizing, and documenting IT support tickets within the ITSM system.
• System Administration: Capable of managing and maintaining local and enterprise IT systems and infrastructure.

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 and does not discriminate in hiring or employment on the basis of race, color, religion, sex (including sexual orientation and gender identity), national origin, age, disability, protected veteran status, or any other category protected under federal, state, or local laws.