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Sr. Analyst, IT Support - United States  

Company managed [?] Still accepting applications

Posted on : 07 June 2017

Project Description

Description:
This position is responsible for responding to and successfully fulfilling select IT Service requests, as well as proactively identifying improvement opportunities in client environments. Specific activities include:  client device configuration and deployment; hands-on training of users regarding configuration and tools; Service desk support and resolution; and Service Management deployment and ongoing adoption.



Summary of the Essential Functions of the Job
  • Responsible for the support of desktop, laptop and lab client computer images; including C-Level Executive Suite support.  
  • Responsible for the support of end user mobile devices including iOS devices. 
  • Responsible for client restores and hardware troubleshooting. 
  • Responsible for adhering to SDLC and Service Desk protocols and procedural mechanisms including incident management, change control, and documentation. 
  • Responsible for administering and implementing various monitoring systems and maintaining alert systems. 
  • Responsible for upgrades, hotfix installation, patch management and client updates. 
  • Responsible for contributing to ongoing service excellence initiatives by maintaining and/or improving service levels, and proactively identifying improvement opportunities. 




Minimum Requirements
  • Bachelor's degree or equivalent experience 
  • Experience with service desk support functions, including responding to and fulfilling service requests within service level parameters. 
  • Experience with special projects including large-scale deployments of new technologies, large relocations, and resulting triage and support requirements. 
  • Experience with various technical environments including servers, personal computers, backup units, routers, switches, wireless, LAN/WAN, VoIP Phones, printers, and smart phones. 
  • Experience with various operating systems and client applications including Windows (Windows 7, Windows 8, Windows 10), Active Directory, DHCP, TCP/IP, SCCM, IIS, SharePoint, VPN, VMware, Office 2010-2013, Skype for Business, and remote desktop software. 
  • Experience with hands-on client training across full array of supported environments, including web and video conferencing facilities. 
  • Experience with process control, technical documentation & compliance procedures. 
  • 5-10 years of Service Desk support and increasingly diverse responsibilities. 
  • 5-7 years? experience supporting C-suite level executives and dedicated administrative staff. 
  • Flexible to work extended hours with little notice, and be available on call when needed, including nights and weekends. 
  • Occasional travel required, approximately 10%.