IT Support Analyst

Flowserve is a world-leading manufacturer and aftermarket service provider of comprehensive flow control systems. Join a company whose people are committed to building a more sustainable future to make the world better for everyone. With 16,000+ employees in 50+ countries, we combine our global reach with local presence. Our team challenges themselves to approach each situation with ingenuity and creativity to help provide our customers with the most innovative flow control products and services. We support 10,000+ customers worldwide, creating products to meet the needs of our customers who are supplying energy, fresh water, pharmaceuticals and other essentials to consumers, businesses and governments globally. We invite you to put your talents and career in motion at Flowserve.Company Overview:If a culture of excellence, innovation and ownership is what you’re searching for, consider putting your experience in motion at Flowserve. As an individual contributor, or as a leader of people, your enterprise mindset will ensure Flowserve’s position as the global standard in comprehensive flow control solutions. Here, your opportunity for professional development and industry leading rewards will be supported by our foundational commitments to the values of people first, integrity and safety. Thinking beyond opportunity and reward, at Flowserve, we are inspired by working together to create extraordinary flow control solutions to make the world better for everyone**Job Summary**:**Key Responsibilities**:**Deskside & Technical Support**- Deliver remote and onsite deskside support for hardware, software, and peripheral issues, including escalations from L1 service desk.- Execute imaging, reimaging, and configuration of endpoints, including laptops, desktops, and mobile devices.- Provide support for meeting room equipment, including Microsoft Teams devices and Solstice Pods.**Ticket & SLA Management**- Own and resolve tickets via ticketing tool, ensuring SLA compliance and accurate ticket documentation.- Monitor aging tickets and follow up on long-standing incidents and requests.- Analyze ticket trends and partner with the NAM IT Manager to improve service metrics.**Asset & Inventory Coordination**- Maintain and reconcile depot stock, retired device tracking, and disposal logistics.- Assist with Bitraser administration and ensure compliance with data wipe and licensing policies.- Oversee local logistics for hardware shipments and returns.**Vendor & Operations Support**- Support vendor oversight (e.g., Unisys, Orange, Nsight) by providing feedback on ticket handling and service levels.- Coordinate onboarding/offboarding logistics with local vendors and ensure device readiness.- Assist with invoice verification and vendor performance tracking.**Monitoring & Incident Management**- Act as eyes and hands for the Server, Network, and Security teams across LAM and NAM.- Escalate and participate in root cause analysis for regional problem management.**Documentation & Process**- Develop and maintain localized knowledge base articles to improve self-service and resolution times.- Assist with IT compliance tasks such as termination audits and quarterly observations.- Participate in Monthly Business Reviews (MBRs) by collecting and reporting on NAM/LAM performance metrics.Other duties as assigned**Required Qualifications**:- 3 - 5 years of IT support or service delivery experience in a corporate environment.- Willing to work 100% in Empresalia offices- Hands-on experience with Windows 10/11, Office 365, and hardware troubleshooting.- Strong knowledge of ServiceNow or equivalent ITSM platform.- Fluent in Spanish and English (written and spoken).- Ability to work independently and communicate across multicultural, multilingual teams.- Comfortable working with and guiding third-party vendors and contractors.**Preferred Qualifications**:- Familiarity with ITOM tools and proactive incident management processes.- ITIL Foundation certification or similar.- Background in supporting manufacturing or geographically distributed users.- Working knowledge of device lifecycle management and asset disposition tools (e.g., Bitraser).**Req ID** : R-15681**Job Family Group** : Information Technology**Job Family** : IT Information Systems OperationsEOE including Disability/Protected Veterans. Flowserve will also not discriminate against an applicant or employee for inquiring about, discussing or disclosing their pay or, in certain circumstances, the pay of their co-workers. Pay Transparency Nondiscrimination Provision