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IT Support Analyst II

Consultative Search Group

IT Support Analyst II

Cypress, CA
Full Time
Paid
  • Responsibilities

    DUTIES

    Our client is the largest metals service center company in North America. They are looking for is an IT Support Analyst II.You would be responsible for providing excellent customer service to end-users by delivering practical solutions to a wide-range of applications/technology problems and issues, and training of technology. The IT support Analyst II is a first level of support for customers within the organization.The IT Support Analyst II must be a skilled communicator with the ability to gather customer information, break down low to medium complex problems, and identify solutions to quickly resolve reported issues.The IT Support Analyst II is expected to ensure all reported problems are recorded into the IT Service Management System (ServiceNow) and ensure compliance Service Level Agreements (SLAs) based on the severity of reported issues.

     

    ESSENTIAL FUNCTIONS

    Technical Support - Provides technical support via telephone, email or online to end users on a variety of application and technical issues.

    • Gather the customer’s information and determines the customer’s issue by analyzing the symptoms and figuring out the underlying problem
    • Determine severity of problem and ensures response time is minimal through triage process
    • Provide practical solutions to a wide-range of applications/technology problems/issues
    • Identify opportunities for more efficient and effective incident response through the implementation of automated monitors and corrective action procedures
    • Identify, troubleshoot, research and resolve basic technical problems
    • Uses Knowledge Base to identify problems and possible solutions

       

      Customer Service - Ability to develop and maintain strong relationships with customers by listening, understanding and responding to their needs.

    • Provide service to internal and external customers to satisfy their needs and expectations
    • Listens to concerns and resolves reported issues effectively and promptly
    • Committed to continuous improvement
    • Ensure and comply with customer response timeline (SLAs) based on the severity of reported issues including documenting concise and accurate status information in the ServiceNow ticketing system
    • Anticipate customer’s needs and moves to effectively address issues
    • Establish relationships with customers providing education/training as appropriate
    • Delivers high quality solutions that meet the organization's needs

       

      QUALIFICATIONS

    • Bachelor’s Degree or equivalent work experience in a related field required
    • IT certifications or equivalent work experience preferred
    • 3+ years’ experience supporting desktop and application technologies required such as Dell desktops/laptops, Lenovo laptops, HP Printers, DAtamax printers and hand held scanners
    • Remote control tools – Bomgar preferred
    • Strong working knowledge of the Windows OS and Desktop productivity tools such as MS Office required
    • 2+ years’ experience supporting the following applications and technologies preferred:
      • Trend Micro Antivirus
      • Citrix
      • Active Directory
      • TCPIP, DNS, DHCP, WINS
      • VPN client configuration
      • Microsoft Exchange/Outlook: Creating rules
      • Microsoft Excel : understanding Macros and formulas
      • Internet Explorer, Chrome, HTML, Win install, internet/intranet support issues
      • Help Desk Incident Management Software
      • SQL or Microsoft Access database
    • Ability to effectively communicate, both verbally and in writing, at all levels including customers, vendors, peers, business stakeholders and management required
    • Must be self-motivated and able to work independently, with minimal supervision and as part of a team
    • Detail oriented with excellent interpersonal communication skills
    • Excellent customer service skills