What are the responsibilities and job description for the IT Analyst/Technician position at Abacus?
Position Required : IT Analyst / Technician
Estimated time needed : 60 - 90 Days
Brief Job Description : Seasoned IT Analyst / Service Desk Analyst with VERY strong customer service and communication (both verbal and written) skills. Must be detail-oriented and able to lead the development of, or follow established processes and procedures, to execute the following responsiblities : Day-to-Day : 1. Participate as a major contributor and / or leader to several projects :
- Lifecycle PC Imaging - including procedures review and / or creation of procedures, as well as implementation of documented procedure. Maintain / update all inventory records.
- Preparation work for upcoming move of Transportation and Customer Experience to a newly renovated facility. This will include readying all technology aspects of the facility for employee occupancy.
- Assist or lead the surplus of end of life technology assets.
- Lead in the replacement of end of life VoIP(cellular) devices. 2. Answer customer calls and triage tickets (create tickets, reset passwords, answer questions, first call resolution or appropriate escalation). 3. Monitor Service Desk and Network Operations Center Alerting Inboxes real-time (create tickets as applicable). 4. Configure and deploy laptops and cell phones. 5. Complete daily activities (documented) for customer-impacting items (i.e., addressing hard disk space issues on virtual environment computers and shared computers).
Qualifications and experience desired : Required : Ability to self-manage and lead efforts after minimal instruction. Experience building out (imaging) and deploying desktops end-to-end, experience working in a Service Desk environment to address and resolve end user software and hardware issues. Experience working with Windows 10, Microsoft Office 365 and Windows networking in a complex, fast-paced multi-user environment. Must possess very strong customer service, communication and writing skills. Must be responsible, organized and able to self-direct under with minimal guidance. Must be proficient with following written instructions (and completing check-lists, updating electronic records, work order tickets, etc.).
Report Location :
Cascade Administration Building
