IT Operations Analyst I

Our client is a top financial institution with significant North American holdings. They have operations across most major verticals, including institutional & corporate, wealth management, private clients, commercial banking, treasury, and retail banking.

Prime Hires is seeking a skilled Service Availability IT Operations Analyst I to join our client in support of an existing vacancy.

Contract Period: 12 months with potential to extend or convert
Pay Rate: $20 per hour
Location: Columbia, SC
Location Type: Onsite
Business Hours: 5 days a week, 6:00am-10:30pm (40hrs in total scheduled in those hours)

Responsibilities

• Respond to a variety of inbound colleague calls/emails.
• Ensure accurate and detailed problem documentation/ticketing.
• Provide timely escalation and follow-up with support groups and colleagues.
• Identify and escalate wide-impact or potential wide-impacting outages.
• Identify trends and opportunities for improvement as well as provide ongoing feedback.
• Build ongoing support proficiency for other skills and applications.

Experience & Qualification Requirements

• High school degree required.
• 0-2 year in Tech Support Call Center experience.
• Above average computing and navigational skills.
• Exceptional customer service skills in a client facing role such as a call center/tech support role.
• Team player who collaborates effectively with peers and other teams but can also work well independently.
• Good knowledge of Microsoft Office 365 (Word, Excel, OneNote and PowerPoint).
• Ability to type at least 30 words per minute.
• Looking to grow in IT - willing to learn and grow into the role.
• Call Center with Technical Support Background - troubleshooting experience.
• Knockout Questionnaire is completed and attached with submission (candidates are to bring preliminary questionnaire to interview).
• Access to a mobile device for multi factor authentication.
• IT Helpdesk experience/Experience with Ticketing.
• Technical degree and/or IT Certification preferred.
• General knowledge and understanding of PC hardware and components.