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Associate Analyst/Analyst, IT Operations Help Desk

About The Job

This job is a member of the Information Technology Team within the Information Technology Division. This position will be responsible for providing first-level problem troubleshooting via the telephone for all hardware and software supported by Technologies system-wide.

Specifically, you ll do the following:

  • Provides resolution to problems that can be solved over the phone, and when necessary, refers more complex problems to a qualified support technician
  • Provides first level support to end users for PC hardware and Network (Windows7/Windows XP environments) and Mainframe (UNIX/IBM) environments
  • Conducts problem determination for the Technology areas, including Voice, WAN, LAN, PC, Laptop, Printer, Password Resets, Dot Matrix printers, etc.
  • Interacts with internal and external support teams and third party vendors to identify and correct core problems
  • Simulates or recreates user problems to resolve operating difficulties
  • Maintains daily awareness of outages and issues system wide
  • Escalates incidents to escalation teams to ensure customer resolution
  • Provides timely communication (oral or written) to the Level 2 support or other management personnel, as needed
  • Promptly consults Level 2 support or other management personnel regarding quality issues to determine acceptability or course of action
  • Works overtime as necessary and when approved
  • Maintains confidentiality regarding employee, company, and customer information
  • Demonstrates commitment to and compliance with all company and departmental policies, procedures and practices
  • Shift work required/24x7 IT coverage environment

Qualifications

Required Qualifications

  • Technical degree and/or equivalent experience
  • 2 years Help Desk and/or customer service experience
  • 2 years troubleshooting experience with service desk environments
  • Knowledge and/or experience with internal server/mainframe applications such as: Shares, QIK, IBM/TSO/TPX, and SCEPTRE

Preferred Qualifications

  • Apple certification (Apple Genius)
  • A+ Certification
  • Strong interpersonal, written and verbal communication skills
  • Ability to multi-task in a stressful environment
  • Strong problem-solving and analytical skills
  • Ability to explain technical concepts and adjust messaging based on the audience, including non-technical groups


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