IT Support Analyst.
Location : Cypress, California (Onsite / Hybrid)
Job Type : Contract
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
Knowledge Management - Ability to improve operational efficiencies by reducing the time spent to rediscover previous incidents or problems.
Document and disseminate identification and resolution of problems to avoid future redundant work effortsContribute to the Knowledge Base and communicates across the teamCustomer 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 expectationsListens to concerns and resolves reported issues effectively and promptlyCommitted to continuous improvementEnsure 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 systemAnticipate customer's needs and moves to effectively address issuesEstablish relationships with customers providing education / training as appropriateDelivers high quality solutions that meet the organization's needsSUPPLEMENTAL DUTIES & RESPONSIBILITIES
Pursues training and development opportunities; Strives to continuously build knowledge and skillsAssist personnel in other RTS departments to resolve technical and / or application issuesTrain newly assigned staffAct as back-up to the Field Operations team as neededOther duties as requestedREQUIRED & PREFERRED QUALIFICATIONS
Bachelor's Degree or equivalent work experience in a related field requiredIT certifications or equivalent work experience preferred3 years' experience supporting desktop and application technologies required such as Dell desktops / laptops, Lenovo laptops, HP Printers, Datamax printers and hand held scanners2 years' experience supporting the following applications and technologies preferred :Trend Micr AntivirusCitrixActive DirectryTCPIP, DNS, DHCP, WINSVPN client cnfigurationMicrsoft Exchange / Outlook : Creating rulesMicrsoft Excel : understanding Macros and formulasInternet Explrer, Chrome, HTML, Win install, internet / intranet support issuesHelp Desk Incident Management SftwareSQL r Microsoft Access databaseRemote control tools Bomgar preferredStrong working knowledge of the Windows OS and Desktop productivity tools such as MS Office requiredAbility to effectively communicate, both verbally and in writing, at all levels including customers, vendors, peers, business stakeholders and management requiredMust be self-motivated and able to work independently, with minimal supervision and as part of a teamDetail oriented with excellent interpersonal communication skillsExcellent customer service skillsCORE COMPETENCIES
Problem Solving - Ability to problem solve through problem identification (what is the problem), solution assessment (what can be done), problem documentation (document for future) and problem response (implementing a solution).
Able to :
Frame problems before trying to solve themFollow a defined process to solve low to medium complexity and / or recurring problemsInvolve the team in problem solvingSeek advice from those who have solved similar problemsProvide insight into the root-causes of problemsGenerate a range of solutions and courses of action with benefits and risks associated with eachAnticipate problems and is proactive in addressing themExplore various sources for answers and thinks "outside the box" to find optionsOpen to others' ideas to help develop solutionsAsk perceptive questions to seek optimal solutionsProvide innovative and creative solutionsTest medium to high complexity proposed solutions against the reality of likely effects before going forward; looks beyond the obvious answer for optimal solutionsCompany Business Knowledge - Understands the company, its products and the business processes.
Apply extensive Reliance business knowledge (two or more areas) to technology solutionsCommunication - Ability to communicate effectively across all levels to support departmental and organizational objectives.
Able to :
Clearly express information taking into account audience and nature of the message (for example, non-technical, sensitive, and controversial)Ask questions and summarize what was heard to prevent miscommunicationPresent information in a concise and focused mannerListen to othersCommunicate written information (for example, facts, ideas, or messages) in a succinct and organized manner.Produce written information, which may include technical material that is appropriate for the intended audienceShare ideas and perspectives and encourages others to do the sameEnsure written message has the desired effect on the target audienceBuilding Collaborative Relationships - Develops, maintains, and strengthens partnerships with others inside or outside the organization.
Able to :
Establish rapport with co-workers easilyWork with others to achieve goalsListen and respond constructively to other team members' ideasBe open with other team members about his / her concernsEncourage and facilitates cooperation, pride, trust and group identityFoster commitment and team spiritEffectively persuade and influence team members to achieve goalsOffer support for others' ideas and proposalsShare his / her expertise with othersProvide assistance to others when they need itWork for solutions that all team members can supportAcknowledge team members for their contributionsDecision making - Makes sound, well-informed, and objective decisions; perceives the impact and implications of decisions; commits to action, even in uncertain situations, to accomplish organizational goals.
Able to :
Gather data and others' input when making decisionEscalate decisions when appropriateBalance analysis, insight, experience, and perspective when making decisionsWeigh pros and cons of each option before making a decision and moving forwardCan explain the rationale for a decisionFollow up to ensure decision was implementedApply knowledge of past experiencesAccountability - Holds self-accountable for measurable high-quality, timely, and cost-effective results.
Able to :
Manage time efficientlyAccept responsibility for mistakesComply with established policies and proceduresTake ownership of successful outcome of work assignments and / or projectsMinimize re-workSeek out learning opportunitiesIdentify training needs and take action to obtain knowledgeProactively collaborate between own functional area and areas below or above in the project stream as neededAnticipate and adjusts for problems and roadblocksBe enthusiastic for the things he / she sees as challengingBe proactive throughout work assignments / projectsPersistently push self and others for resultsAvinash Kumar Sr. IT Recruiter
