Sr. IT Support Analyst

The Senior IT Support Analyst role is to ensure that the operations of the Service Desk standards are being met and that end users are receiving the appropriate assistance in a timely manner. This includes the responsibility of facilitating all procedures related to the identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, and coordination of Service Desk functions with other IT resources. The Senior IT Support Analyst will also contribute to problem resolution by providing Tier 1, Tier 2 and occasionally Tier 3 resolutions to our clients – primarily through remote intervention.

Essential Duties and Responsibilities include the following:

• College diploma or university degree in the field of business administration, computer science, or management information systems and/or 5 years related work experience.
  
• Proven experience in overseeing the design, development, and implementation of software and hardware solutions, systems, or products.
  
• Working knowledge of programming languages.
  
• Working knowledge of network and PC operating systems.
  
• Working knowledge of current network hardware, protocols, and standards. Working knowledge of software widely used by majority of employees.
  
• Pursue personal and professional development. Comply with E&O, legal and regulatory requirements.
  
• Ability to effectively coordinate and work with Applications and Infrastructure teams. Optimization of existing processes for best customer service.
  
• Adherence to the Service Level Agreements (SLA's) set in place between support and the business. Working knowledge of an ITSM application and workflow processes.
  
• Ability to provide IT Orientation to newly hired staff.
  

Minimum Qualifications Required to Successfully Perform the Essential Job Duties:

•  College diploma or university degree in the field of computer science, information sciences, or related field and/or 5 years equivalent work experience.
  
• Certifications in appropriate IT applications and tools. Microsoft CNA and Office product certifications strongly desired. Exceptional knowledge of computer hardware.
  
• Deep-seated experience with desktop and server operating systems. Working knowledge of a range of diagnostic utilities.
  
• Proven track record of developing and providing Service Level Agreements and Service Desk deliverables. Solid relationship management and performance management skills.
  
• Ability to motivate and direct staff members and subordinates. Strong understanding of the organization’s goals and objectives. Exceptional written and oral communication skills.
  
• Exceptional interpersonal skills, with a focus on listening and questioning skills. Strong documentation skills.
  
• Ability to conduct research into a wide range of computing issues as required. Ability to absorb and retain information quickly.
  
• Ability to present ideas in user-friendly language to non-technical staff and end users. Keen attention to detail.
  
• Proven analytical and problem-solving abilities.
  
• Ability to effectively prioritize and execute tasks in a high-pressure environment. Exceptional customer service orientation
  
• Experience working in a team-oriented, collaborative environment.
  
• Must possess strong interpersonal skills in written and verbal communication, planning and analysis.
  

Knowledge and Skill in:

• Manage the processing of incoming calls to the Service Desk via telephone, drop-in and e-mail to ensure courteous, timely, and effective resolution of end user issues.
  
• Design and enforce request handling and escalation policies and procedures.
  
• Establish and enforce Service Desk service level agreements in consultation with end users to establish problem resolution expectations and timeframes
  
• Coordinate hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications in conjunction with various IT resources.
  
• Implementing file backups, and configuring systems and applications in conjunction with various IT resources.
  
• Monitor and test fixes to ensure problems have been adequately resolved.
  
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
  
• Analyze performance of Service Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.
  
• Track and analyze trends in Service Desk requests and generate statistical reports through use of dedicated service system. Assess need for any system modifications (minor or significant) based on request trends and make recommendations.
  
• Develop and disseminate of help sheets, usage guides, and FAQ lists for end users in the Knowledge Base.
  
• Collaborate with other departments to identify and/or procure Service Desk software for internal staff and external clients.
  
• Conduct research on emerging products, services, protocols, and standards in support of help desk technology procurement and development efforts.
  
• Attend training seminars, conferences, and trade shows to broaden knowledge of current and future Service Desk issues and technologies.
  
• Liaise with vendors for the procurement of new systems technologies, oversee installation, and resolve adaptation issues. Oversee the development, implementation, and administration of service desk staff training procedures and policies.
  
• Comply with E&O, legal and regulatory requirements.
  

Other Qualifications:

 ● Driving is a requirement for this position.

Physical Demands Required to Successfully Perform the Essential Job Duties:

While performing the responsibilities of the position, the employee is required to talk and hear. There is frequent need for the employee to stand, sit, walk, use repetitive small motor activity, use hands and fingers, and reach with hands and arms. The employee is occasionally required to climb or balance, and to stoop, kneel, crouch or crawl. The employee may also need to lift items occasionally. Vision abilities required by this job include close vision. While performing the duties of this job, the employee may be required to drive and travel unaccompanied in diverse weather conditions and to drive at night. This position requires a high energy level and the ability to handle stress-related situations on a daily basis. The noise level and climate in the work environment is moderate.

This job description is intended to convey information essential to understanding the scope of the position and it is not intended to be an exhaustive list of experience, skills, efforts, duties, responsibilities or working conditions associated with the position.

  ● Ability to lift 5 to 25 pounds

  ● Ability to sit for long periods of time

  ● Walking, bending, sitting, reaching, and stretching in all directions

  ● Repetitive hand movement, such as keyboarding, writing and operating calculator