Analyst- IT Support

Job Responsibilities

• Provide clear instructions, technical guidance and effective white-glove service to non-technical users to facilitate problem resolution for Windows, Citrix, and mobile devices.
• Able to clearly and concisely document information while handling support incidents, including the logging, follow up, updating and closing of incidents, tasks or chats assigned through Service Now.
• Responsible for the timely and thorough completion of customer help requests by taking ownership and seeing each task through to the customers satisfaction.
• Configure and deploy thin clients, laptops, and desktops.
• Cookordinate managed service providers for the successful delivery of technology services in support of our operating business needs.
• Provide dedicated, high-priority technical support and meeting support for senior executives and VIPs.

Qualifications

• Education Level: Associate Degree
• Major: Computer Science, Information Technology
• Must have degree from an accredited college or university.

Job-Related Experience

• Knowledge of Windows OS endpoint management.
• Experience with virtualization technology and thin client management.
• Working knowledge of Microsoft O365.
• Familiarity with VPN solutions and remote access technologies.
• Strong troubleshooting and problem-solving skills.
• IGEL UMS (Universal Management Suite Console) system or related console experience.
• Excellent documentation and communication abilities.
• Ability to work in a fast-paced environment and manage multiple priorities.

Job-Related Skills/Competencies

• Core Competencies of Service Mentality, Attention to Detail, Sense of Urgency, Initiative and Flexibility
• Ability to make decisions or solve problems by using logic to identify key facts, explore alternatives, and propose quality solutions
• Outstanding customer service skills as well as the ability to deal with people in a manner which shows tact and professionalism
• The ability to properly handle sensitive and confidential information (including HIPAA and PHI) in accordance with federal and state laws and company policies
• Ability to Influence: Works with leaders and team members to drive change and influence decision making by using objective metrics, comprehensive viewpoints, and strong partnerships
• Analytical Skills: Works with leaders and team members to drive change and influence decision making by using objective metrics, comprehensive viewpoints, and strong partnerships
• Critical Thinking: Uses logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems
• Drive to Perform: Identifies and accomplishes challenging objectives or personal goals. Works effectively with others to achieve goals. Looks for and takes advantage of opportunities. Maintains a high level of interest and enthusiasm