Staffing - IT Analyst II

About the role

Scope/Purpose of Position: Seeking an IT professional with advanced skills to provide high-touch customer service along with technical support to executive level and administrative support staff as necessary including problem recognition, research, isolation, resolution and follow through. Work cooperatively with cross-functional teams to provide technology support and services up to and including senior leadership. This position is fully in-person.

Responsibilities

• Respond to, or create as needed, Incidents, Tasks or forms for all work performed or needed.
• Respond to and assist customers who reach out directly, making tickets for work performed.
• Function as a proactive resource, addressing IT issues ahead of when customers could be impacted by them wherever possible.
• Support hardware, software and/or services for approved desktop computing equipment, mobile devices and services, including installations and upgrades – as well as non-standard equipment for approved customers.
• Deploy and maintain mobile equipment such as smartphones and tablets, including personal equipment for some C-suite executives.
• Participate in on-call rotation supporting all executives, may be 24X7 for some C-suite executives.
• Identify recurring issues, document as Problems and escalate to appropriate personnel
• Keep management informed of potential issues including those with customers
• Represent technical bridge between technology groups and business units
• Make recommendations for and implement improvement in processes and procedures
• Understand and follow Corning processes (Incident Management, Request Fulfillment, Problem Management)
• Performs other related duties as assigned by management
• Understand and apply the Priority Matrix.
• Strive to meet metric goals and avoid breaches.

Requirements

• Bachelor's Degree (minimum) or equivalent work experience and knowledge
• Five plus years of experience in infrastructure and/or desktop support arena; C-suite experience preferred.
• Advanced technical troubleshooting skills
• Ability to function effectively and quickly in stressful situations / circumstances
• Fast response time to customers
• Strong customer service/soft