IS Support Analyst 2

Job description

IS Support Analyst 2

Location : Miami, FL, United States
Job Family : Information Technology
Job Type : Regular
Posted : Oct 13, 2025
Job ID : 60291


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ABOUT PARKER HANNIFIN AEROSPACE GROUP

At Parker Aerospace, we develop technologies and innovative solutions that enable reliable, efficient, and increasingly sustainable flight for the lifecycle of the aircraft, including aftermarket support.

Our passionate people with deep engineering expertise, together with our breadth of differentiated technologies, ensure that we can make the extraordinary happen and continue to shape the future of aviation in partnership with our customers.



As a member of our team, you are instrumental in fulfilling our mission: 'Enabling Engineering Breakthroughs that Lead to a Better Tomorrow.' Pursuing a career at Parker presents unlimited opportunities for both professional and personal development.

Working with some of the most brilliant minds in the industry, your contributions will be pivotal in developing innovative technologies and products, significantly contributing to Parker’s goal of addressing the world’s most pressing engineering challenges.



The Services and Support Operations (SSO) is a global leader of integrated MRO services and support.

We are renowned for our exceptional customer service and expertise at every stage of the aircraft lifecycle, providing innovative OEM-quality service solutions across a comprehensive portfolio.

We are proud to serve airlines/ business jet operators, the military, airframe/ engine manufacturers, as well as independent service centers.

With our extensive network of service teams worldwide, MRO facilities, proprietary predictive modeling, and advanced systems, we offer 24/7 operational and technical support wherever it's needed.



At Parker, our team members belong, matter and make a difference.

We believe that the key to bringing talented new team members into our organization is by focusing on everyone’s talents and potential rather than the job specification.

If you have innovative ideas and a commitment to excellence, we are more than happy to consider you for other roles in Parker that may be a good fit.



IS Support Analyst 2

Position Summary

This position is key to enabling the delivery of high-quality services to end users of IT systems worldwide.

This role requires the ability to work independently under organizational guidelines and defined service level agreements (SLA) to ensure overall service levels are maintained and continually improved.

Additionally, the role requires a strong degree of technical experience and customer service skills to assist end users with resolving incidents, at times fulfilling requests remotely and escalating to other parts of the organization as needed.

Focusing on customer service through achievement of service response and resolution times as prescribed in Service Level Agreements is expected as to measure performance and customer experience.

Using technical support knowledgebase and Service Management tools to ensure effective response and resolution of incidents and fulfilment of service requests is foundational to manage workload and engage with end users.

Lastly, a main component of this position is to pursue ongoing technical and business knowledge growth through collaboration with other IT Support teams as opportunities arise.



Job Responsibilities

+ Responsible for working and tracking all reported issues and service requests from beginning to resolution within predetermined service levels using the ticketing system

+ Provide onsite and remote support of laptops, pc’s, printers, mobile devices, and other computing equipment

+ Apply analytical skills to assess and resolve technical issues related to computing needs of end-users

+ Learn and implement approved ITG policies, processes, and procedures

+ Monitor the Service Management queues following the Service Desk checklist

+ Provide initial response support to the Parker Aerospace Aftermarket sites

+ Log all incidents and service requests in the Service Management system
+ Create well-documented and actionable tickets.

Ensure all relevant information is entered in the Service Management system
+ Resolve incidents and fulfil requests upon initial response where possible
+ Triage all support requests coming to ITG via the service desk phone, e-mail, and self-service portal
+ Escalate incidents and requests following the escalation and notifications procedure
+ Collaborate with team members that may be in another office or department
+ Use Knowledge base to investigate, diagnose and resolve incidents remotely
+ Request and/or create knowledge articles in the knowledge base
+ Meet Service Level Agreements and Continuous Improvement objectives
+ Share knowledge openly and collaboratively
+ Other tasks assigned by supervisor


Qualifications

Education Level:
+ University degree (or equivalent work experience) in Computer Science, Engineering, or other technical field, or Business Administration with relevant IT work experience
+ Microsoft technical certification in desktop administration or similar
+ At least two years' Service Desk support experience
+ ITIL V3 Foundation


Skills, Knowledge and Abilities
+ Ability to work independently and collaboratively, under pressure and within strict time constraints while working in a continually changing environment
+ Experience supporting manufacturing, production facilities.
+ Strong understanding in Microsoft Products including Windows desktop OS, Server, and Office
+ Technical knowledge of supporting Windows Active Directory on multiple domains including Group Policy management and user account creation and maintenance
+ Basic understanding of common network protocols and services including TCPIP, telnet, DHCP, and VPN
+ Possess the verbal and written communication skills to work effectively with technical and non-technical personnel at various levels in the organization
+ Create and maintain knowledgebase and end user documentation
+ Strong customer service skills
+ Logical approach to problem solving
+ Self-motivated Team player
+ Patience and ability to remain calm under pressure
+ Experience in the day-to-day support of:
+ Printer and Peripheral Support
+ Desktop Applications and Desktop Administration
+ PC network and internet connectivity
+ Windows Support and Windows Operating Systems
+ Active Directory, Microsoft Exchange Administration.

SharePoint
+ Remote Access Tools
+ VIP Support
+ Strong oral and written communication skills


Come join the Parker Aerospace Team! We are proud to offer a competitive benefit designed with health, wealth and well-being in mind.

Our competitive package includes:

Health and Wellbeing:
+ Comprehensive medical, dental, and vision coverage from day one, including Health Savings and Reimbursement Accounts.
+ Wellness incentive credits leading to reduced healthcare premiums.
+ Access to Employee Assistance Program (EAP) for health and well-being support.
+ On-site facilities: cafeteria with a wide array of food options, mini mart, and vending machines.
+ Participation in health and emotional wellbeing challenges with rewards.




Financial Security and Growth:
+ Competitive salary with an annual bonus incentive plan.
+ Retirement benefits: 401(k) with company match opportunity.
+ Income Protection, Life Insurance, Accidental Life & Dismemberment Insurance, Short and Long-Term Disability insurance.




Work-Life Balance and Flexibility:
+ Generous Paid Time Off: 120 hours, plus up to 13 paid holidays including a company-wide shut down between Christmas and New Year’s.
+ Parental Leave: 4 weeks at 100% pay for new family additions.
+ Extras like Adoption Assistance, financial guidance resources, paid jury duty, bereavement time, and time off for citizenship testing, marriage, and birth.




Career Advancement and Education:
+ Career development opportunities with up to $10,000 tuition reimbursement per year.
+ Support for ongoing education through our Educational Reimbursement program.




Parker Purpose Opportunities:
+ Business Resource Groups promoting diversity, equity and inclusion.
+ Volunteering day off and social committee activities throughout the year.




Additional Benefits:
+ Employee Perkz on various services (car purchases, computer purchases, life adventures, etc.)
+ Employee Referral program - Refer a family member or friend and receive a generous award for referrals that are hired (up to $4,000)
+ Dress for Your Day policy, offering flexible work attire options.
+ Grab a bite to eat at the on-site cafeteria that provides a wide array of breakfast, lunch and snacks.

We also have a mini mart on the production floor as well as vending machines on all floors if you need to satisfy a sugar craving.

-If applicable to division or site
+ Flexible working policies including a 9/80 Alternative Work Schedule (AWS) and hybrid virtual work arrangements –If applicable to division or site


DRUG TEST

Drug-Free Workplace
In accordance with Parker’s policies and applicable state laws, Parker provides for a drug-free workplace.

Therefore, all applicants seeking employment with Parker will be subject to drug testing as a condition of employment.



Parker is an Equal Opportunity and Affirmative Action Employer.

Parker is committed to ensuring equal employment opportunities for all job applicants and employees.

Employment decisions are based upon job related reasons regardless of race, ethnicity, color, religion, sex, sexual orientation, age, national origin, disability, gender identity, genetic information, veteran status, or any other status protected by law.

However, U.S. Citizenship, Permanent Residency or other appropriate status is required for certain positions, in accord with U.S. import & export regulations.

(“Minority / Female / Disability / Veteran / VEVRAA Federal Contractor”)

If you would like more information about Equal Employment Opportunity as an applicant under the law, please go to Employees & Job Applicants | U.S. Equal Employment Opportunity Commission (https://www.eeoc.gov/employees-job-applicants)

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