Vacancy caducado!
The IT Support Analyst III is responsible for providing excellent customer service to end-users by delivering practical solutions to a wide-range of applications/technology problems and issues, and training of technology. The IT Support Analyst III delivers high level support and participates in the development of strategies to continually improve customer service and processes throughout the organization. The IT Support Analyst III must be a skilled communicator with the ability to gather customer information, break down highly complex problems, and identify solutions to quickly resolve reported issues. The IT Support Analyst III is expected to ensure all reported problems are recorded into the IT Service Management System (ServiceNow) and ensure compliance Service Level Agreements (SLAs) based on the severity of reported issues.
ESSENTIAL FUNCTIONS
Technical Support - Provides technical support via telephone, email or online to end users on a variety of application and technical issues.
Gather the customers information and determines the customers issue by analyzing the symptoms and figuring out the underlying problem
Determine severity of problem and ensures response time is minimal through triage process
Provide practical solutions to a wide-range of applications/technology problems/issues
Identify opportunities for more efficient and effective incident response through the implementation of automated monitors and corrective action procedures
Identify, troubleshoot, research and resolve complex technical problems
Able to challenge conventional practices
Adapt established methods for new users
Pursue ongoing process improvement
Create solutions to complex problems
Assist in the evaluation of new technology as potential solutions to existing problems
Knowledge Management - Ability to improve operational efficiencies by reducing the time spent to rediscover previous incidents or problems.
Document and disseminate identification and resolution of problems to avoid future redundant work efforts
Contribute to the Knowledge Base and communicates across the team
Define and document standard operating procedures
Customer Service - Ability to develop and maintain strong relationships with customers by listening, understanding and responding to their needs.
Provide service to internal and external customers to satisfy their needs and expectations
Listens to concerns and resolves reported issues effectively and promptly
Deliver high quality products and services
Committed to continuous improvement
Ensure and comply with customer response timeline (SLAs) based on the severity of reported issues including documenting concise and accurate status information in the ServiceNow ticketing system
Anticipate customers needs and moves to effectively address issues
Establish relationships with customers providing education/training as appropriate
Delivers high quality solutions that meet the organization's needs
Elicit feedback from customers
Participate in the development of strategies to help the organization serve customers more effectively
REQUIRED & PREFERRED QUALIFICATIONS
Bachelors Degree or equivalent work experience in a related field required.
ITIL Certification and CompTIA A+ preferred
Help Desk Certifications, CompTIA Network, and/or certifications in related field preferred
5+ years experience supporting desktop and application technologies required such as Dell desktops/laptops, Lenovo laptops, HP Printers, Datamax printers and hand held scanners required
3+ years experience supporting ERP applications preferred
5+ years experience with Bomgar or other remote control tools preferred
Strong working knowledge of the Windows OS and Desktop productivity tools such as MS Office required
5+ years experience supporting the following applications and technologies preferred:
o Trend Micro Antivirus
o Citrix
o Active Directory
o TCPIP, DNS, DHCP, WINS
o VPN client configuration
o Microsoft Exchange/Outlook: Creating rules
o Microsoft Excel : understanding Macros and formulas
o Internet Explorer, Chrome, HTML, Win install, internet/intranet support issues
o Help Desk Incident Management Software
o SQL or Microsoft Access database
Ability to effectively communicate, both verbally and in writing, at all levels including customers, vendors, peers, business stakeholders and management required
Vacancy caducado!