Service Support Analyst

We are seeking an Expert Level Service Support Analyst to join the Service Desk Team. This role requires technical expertise in IT Service Delivery and a solid understanding of business needs to manage IT incidents and problem tickets. The successful candidate will provide expert support for the organization's standard desktop applications to over 12,000 computer users and will play a vital role in ensuring effective communication, issue resolution, and customer satisfaction.

Key Responsibilities:

• Evaluate IT incident and problem tickets, prioritize based on business impact, and ensure prompt resolution.
• Serve as a technical resource for organization desktop applications, providing expert-level support.
• Resolve technical problems independently, manage critical incidents, and assist team members with complex issues.
• Troubleshoot hardware, software, and networking issues involving LAN and personal computer systems.
• Support end-user password resets and instruct users via phone or email on basic application functionality.
• Manage and document ServiceNow call tracking system updates, ensuring timely follow-ups and communication.
• Distribute agency-wide email communications and notices regarding technical issues.
• Collaborate with Data Center Operations on file server data storage, network reservations, data restores, and account modifications.
• Work with application development teams to identify and resolve customer-level application issues.
• Collaborate with network infrastructure teams to troubleshoot and resolve customer-level network issues.
• Lead projects requiring coordination of team efforts, guiding individuals to leverage their skills for project success.
• Provide project updates to management and stakeholders.
• Develop and maintain comprehensive documentation of processes and procedures.
• Ensure documentation aligns with Operational Level Agreements (IT internal) and Service Level Agreements (IT external).
• Perform an annual review of all documentation to ensure accuracy and relevancy.
• Follow organization and ITS security policies to protect data from unauthorized access, alteration, or destruction.
• Implement IT Security Office requirements to maintain compliance with security standards.

Basic Qualification:

• 7 years of technical support experience in IT infrastructure.
• 7 years of experience resolving both routine and complex hardware/software issues.
• 7 years of experience identifying trends and recommending technical modifications.
• 7 years of experience in customer consultation and issue resolution.
• 7 years of experience documenting client solutions and ensuring clear communication.
• 7 years of experience with ServiceNow or similar call tracking systems.