Senior Analyst, End User Services

Responsibilities

We are looking for an experienced System Analyst who will provide operation support to the activities and resources required of computer operations and applications systems.  Setup and implement software to support scheduling, reports, report generation, and data backups. Troubleshoots and resolves problems associated with these environments. 

•    All roles specified in Systems Analyst plus the following.
•    Responsible for operating and other system software.
•    Responsible for upgrading the operating and system software and keeping patches current.
•    Familiarity with fundamental networking/distributed computing environment concepts
•    Ability to do minimal debugging and modification of programs
•    Execute the disaster recovery/back up procedures and archiving procedures.
•    Manage security for servers.
•    Responsible for performance tuning, capacity planning, database administration, and fault management.
•    Provide tier two support of the technical infrastructure.
•    Coordinating efforts with vendors if tier three support is required.
RESPONSIBILITIES & TASKS
Customer service
•    Providing a first point of contact for customers through our helpdesk, be that via phone, email or ticket
•    Triage all service support calls while adhering to our internal protocols and escalate any issues as needed daily. 
•    Provide the Client with basic remote troubleshooting.
•    Delight our Clients with a Friendly, Quick and Helpful Experience
•    Follow up after ticket was closed to ensure issue with a good solution. 
•    Servant Leadership Mindset 
USE of our TICKETING SYSTEM
•    Use our Ticketing System (FIFO, SLA based) to work on and resolve Helpdesk Tickets & Service Requests
•    Managing and recording all work though our Ticketing System
•    Make sure that Documentation is well maintained.
•    Split tickets that have several issues into their own individual ticket
•    Make sure that tickets aren’t “stale” throughout the process.
USE of our MONITORING & MANAGEMENT TOOL
•    Review monitoring alerts and warnings, resolve or escalate as needed.
PROJECT WORK
•    From time to time the projects team will need additional resources to help deliver projects either on site or corporate. 
•    When opportunities arise the Support Technician may be required to help with project delivery
Communication, Reporting & risk.
•    Escalate tickets that require Senior Technician support or manager.
•    Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue.
•    Identify, Communicate and Mitigate potential risks to the Project Manager and Clients and manager.
TEAMWORK
•    Follow Standard Operating Procedures (SOPs) for daily / weekly recurring tasks.
•    Follow all our Security Procedures and Keeping a Vigilant Eye for Security Issues
•    Identify opportunities for improvement and make constructive suggestions for change.
•    Contribute to the process of innovative change effectively.
•    Undertake other duties as required by the Project Manager or leadership.

Qualifications

REQUIRED
•    5-8 years of client facing helpdesk support
•    Bachelor’s or associate degree or equivalent work experience with updated and valid certifications
•    Strong understanding of operating systems, business applications, printing systems and network systems
•    Strong background in manufacturing and the urgency of systems supporting the delivery of products. 
•    An understanding of support tools, techniques and how technology is used to provide services.
•    Knowledge of IT Applications, Software & Hardware
•    Ability to simplify IT to clients through verbal and written correspondence.
•    A driven personality to solve problems & challenges.  
•    Have empathy and understanding of customers at every level.
•    Great Communications skills, founded in being a good listener.
•    The ability to keep up with & adapt to the fast-paced IT world.
•    provide pleasant customer service.
•    Experience using a Ticketing system.

 Nice to have.
•    Basic to intermediate understanding of AD, DNS, CLI
•    Understanding the OSI model, VLAN technology, and networking configurations.
•    CompTIA Certifications such as A+, Network+, Security+ and/or Server+ with relevant practical experience
•    Experience and knowledge of working with the Microsoft 365 Platform
 

Benefits:  Medical, Dental, Vision, FSA/HSA plans, STD, LTD, Life Insurance, AD&D, EAP, Legal, ID Theft Protection, Pet Insurance, Tuition Assistance, 401k with Employer Match, Employee Stock Purchase