The Service Center Analyst will provide Tier 1 support of medium to high complexity. May coach more junior technical staff.
This position is primarily responsible for routing or resolving incidents, problems and questions and provide interface for other activities such as change requests, software licenses, service-level management, and configuration management.
Responsibilities May Include:
- Tier I software and hardware support on a daily basis via telephone, email, instant message, remote control tool or onsite. Onsite support may include hardware or software installation, troubleshooting, or training
- Provides technical advice, guidance and informal training to customers using hardware and software programs
- Troubleshoots and restores routine technical service and equipment problems by analyzing, identifying and diagnosing faults and symptoms using established processes and procedures
- Enters all incoming incidents and requests into the ticket management system
- Applying workarounds as appropriate for incidents that have to be escalated to Incident/Problem Manager for root cause analysis or resolution
- Performs root cause analysis and develops checklists for typical problems
- Recommends procedures and controls for problem prevention
- Maintains knowledge database and ticketing system database to enhance quality of problem resolutions
- Works in a team setting, sharing information and assisting others with tickets
- Resolving user and machine access related incidents; advanced Active Directory knowledge
- Troubleshooting and resolving complex remote access issues
- Providing expert level assistance with Microsoft Outlook, Microsoft
- Internet Explorer, and Microsoft Windows products
- Properly notating tickets with all customer contact per ITS Standard
Preferred Skills and Abilities:
- Bachelor’s Degree in Computer Science, Information Systems, other related field or equivalent work experience
- 5 years of IT work experience with demonstrated working knowledge of basic to moderately complex hardware and software products and problem solving/troubleshooting skills
- A+ and/or MCP certifications, MCDST, MOS, HDI Support Center Analyst Certification, ITIL v3 Foundation Certification
- Professional demeanor, strong customer relations skills
- Excellent analytical and problem-solving skills
- Aptitude for understanding and troubleshooting technical problems
- Ability to prioritize and perform a variety of concurrent tasks with minimal direction
- Ability to effectively and clearly deliver information to a range of audiences
- Expert understanding of PC hardware and connectivity components
- Strong knowledge of Active Directory
- Strong knowledge of MS Windows, MS Outlook, and Internet Explorer
- Strong knowledge of MS Office (Word, Excel, Access, Power Point)
- Strong knowledge of LAN/WAN networking with an emphasis on remote connectivity
- Excellent written and verbal communications
- Ability to multi-task in a fast paced, constantly changing environment
- Team player, enjoys Service Center/Desk environment
- Excellent organizational skills
- Ability to type a minimum of 45 wpm accurately. Must be a touch typist
Additional Skills and Abilities:
- Macintosh Experience
- Linux Experience
- PDA / Smartphone / Handheld technology Experience
- Bilingual – any language; Arabic and Spanish preferred
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