14 Mar 2016
Temporary System Support Analyst
Job Description
Position Must Be Filled By April 15, 2016, So Apply Soon!
Position Summary:
This position requires both technical and interpersonal skills. As a main point of contact and support for the entire IT organization, the analyst must be able to explain technical issues to non-technical users. Primary duties of the System Support Analyst III include assessing incidents and requests and resolving issues. In particular this analyst will work to complete many routine activities as well as to resolve service issues with little guidance. The analyst will contribute in team meetings on how to improve the performance, stability, cost effectiveness and serviceability of IT client systems. The Analyst also participates in other desktop system work such as configuring and deploying new systems, maintaining existing hardware and software and assisting in employee moves.
Responsibilities:
- Solve or escalate incidents and requests as required to ensure quality service and resolution within established service targets. This includes, support and manage (1) Desktops, laptops, mobile devices and shared resources such as printers, shared workstations, conference rooms, projectors and telephones (2) Remote users via phone and remote management software which includes VPN, Terminal Services and Remote desktop connections (3) Videoconferencing equipment (4) Ipad, Iphones, android based devices and Blackberries
- Build, configure, maintain (patch), repair and manage new and existing systems for employees, (1) Develop, maintain and deploy standard system images (2) Develop, maintain and deploy software distribution packages.
- Coordinate with various IT groups in resolving incidents and fulfilling requests based on established guidelines. Ensure Service Level Agreement performance standards are met.
- Ensure that all interactions are documented via the electronic service request management software with clear technical descriptions of incidents / requests, work done to resolve, root causes and indicating all client interactions.
- Recommend and produce procedures and standards to improve the quality and delivery of service to customers.
- Assist in requirements definition, research, and implementation for new client computing solutions.
- Generate customer facing documents. Desk guides, training aids, quick reference guides and other aids to make customers self sufficient.
- Maintain IT equipment inventory. Perform necessary change of status transactions to reflect the addition, move or retirement of IT assets.
Qualifications:
- Minimum 10 years experience providing end user assistance in a networked Windows environment (1) 3 year help desk, service desk, or support center experience (2) 2 years desk side support in a Windows/Intel environment (Dell/Lenovo experience a plus)
- Installing, configuring, troubleshooting and supporting Windows applications. Knowledge of Microsoft Office applications is required, including Outlook, Word, Excel, PowerPoint and Visio.
- Supporting Intel based desktop and laptop hardware. Ability to troubleshoot issues with peripherals, communication issues, etc.
- Supporting mobile devices, (Smartphones, Android based devices, iPhone or similar).
- Supporting all levels including VP or C-level executive staff is mandatory.
- Troubleshooting video conferencing equipment. (Cisco preferred)
- Supporting technology solutions such as projectors, presentation workstations, printers, copiers, scanners, and Fax machines.
- Certifications in Microsoft, HDI, A+, ITIL certifications/training or equivalent experience required.
- Customer service: Must be able to deliver service to a calm and professional manner when dealing with trying situations or with demanding customers. Consistent follow through on solutions to ensure issues are resolved.
- Strong communications skill. Ability to clearly communicate with customers using appropriate non technical explanations. Excellent verbal and written communication skills are required.
- Must be able to develop and maintain a positive rapport with all customers. This rapport will be built on the analyst having the requisite technical and communication skills.
- Troubleshooting-must be able to face high pressure situations where something is not working and they are expected to rapidly anaylze and resolve it.
Position Must Be Filled By April 15, 2016, So Apply Soon!
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