• IT Support Analyst

    Job Locations US-PA-Bellwood
    Posted Date 1 month ago(9/21/2018 2:55 PM)
    Job ID
    2018-18270
    # of Openings
    1
    Category
    Information Technology
  • Overview

    Our client, a leader in their industry, is actively seeking an IT Support Analyst for a full time opportunity in the Bellwood, PA area. The IT Support Analyst’s role is to provide first-tier hardware and software technical support for computer, print, telephone and other equipment to the corporate office and other store locations. This includes receiving, prioritizing, documenting and actively resolving end user help requests and escalating incidents when considered appropriate and necessary to maintain expectations. The person will troubleshoot problem areas (in person, by telephone, remote support tools, or via e-mail) in a timely and accurate fashion, and provide end-user assistance where required.

    Responsibilities

    • Evaluate documented resolutions and analyze trends for ways to prevent future problems.
    • Alert management to emerging trends in incidents.
    • Assist in software releases and roll-outs and communication to the end users.
    • Recommend, schedule, and perform PC, printer, phone and other IT related equipment improvements, upgrades, and repairs.
    • Perform on and offsite analysis, diagnosis, and resolution of complex desktop problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users as needed.
    • Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
    • Build rapport and elicit problem details from supported personnel.
    • Prioritize and schedule problems. Escalate problem (when required) to the appropriately experienced technician.
    • Accurately record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, actions taken through to final resolution.
    • Access diagnostic utilities, software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.
    • Identify and learn appropriate software and hardware used and supported by the organization.
    • Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
    • Collaborate with system/network administrators and third party support to ensure efficient operation of the company’s desktop computing environment.
    • Test fixes to ensure problem has been adequately resolved.
    • Perform post-resolution follow-ups to help requests.
    • Reinforce SLAs to manage end-user expectations.

    Qualifications

    • Knowledge of basic computer and networking hardware.
    • Experience with desktop and server operating systems, including Microsoft Server 2008R2-2016 and Windows 7 – Windows 10.
    • Working technical knowledge of current protocols and standards that are included in the TCP/IP stack.
    • Exceptional written and oral communication skills.
    • Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills.
    • Strong documentation skills.
    • Able to read and understand technical manuals, procedural documentation, and OEM guides.
    • Exceptional customer service orientation.
    • Ability to conduct research into a wide range of computing issues as required.
    • Ability to absorb and retain information quickly.
    • Effective relationship-building skills.
    • Highly self-motivated and directed.
    • Keen attention to detail.
    • Proven analytical and problem-solving abilities.
    • Ability to effectively prioritize and execute tasks in a high-pressure environment.
    • Experience working in a team-oriented, collaborative environment.

     

    Education:

    • Certificate degree from a technical school/college and 6+ months prior work experience or equivalent combination of education and experience. Bachelor’s degree preferred.

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