Systems Support Analyst II

SUMMARY: 

Primarily responsible for performing advanced level incident management on Enterprise IT equipment, which includes installation, maintenance, troubleshooting, repair, and root cause analysis of hardware and software. Assists and consults with vendors, consultants, management, and the customer on the evaluation, analysis and troubleshooting of systems, and acts as the subject matter expert. Provides support documentation, workarounds and solutions to customer and peers through training and communication. Maintains a high level of customer service through relationship management and actionable follow through. Expounds upon the skills and responsibilities of the Systems Support Analyst I position.

PRIMARY RESPONSIBILITIES: 

· Responds to and resolves Escalated incidents for the Systems Support Analyst I and the Deescalated incidents from Level 3 and Level 4 positions.

· Clearly documents client requests by entering information into a tracking database and assigning call tickets appropriately. Based on documented procedures, determines severity and impact of request and prioritizes workload appropriately.

· Provides internal system support to all enterprise customers as well as external support to agent and policyholder customers. Acts in lead role for customer service situations requiring higher level of judgment and discretion (i.e. Executive Support).

· Triage and troubleshoot client computing devices and peripherals for enterprise customers. Peripherals may include mobile devices, tablets, printers, cameras, projectors, and similar devices. Resource for complex issues unresolved by less experiences analysts.

· Assists with recommendations for hardware and software programs and registers and tracks licensing upon arrival. Ensures license compliance through regular reviews and audits of licenses.

· Performs asset management by maintaining accurate and up-to-date equipment inventory and configuration details by location.

· Installs computer images, and configures client software, and completes configuration of new equipment for customer deployment. Installations performed remotely or locally when necessary. Provides routine troubleshooting for audio/video and conferencing equipment.

· Conducts one-on-one training with individual users or small groups (i.e. new employees, email, Microsoft Office, and operating system software), as necessary, as a result of incident management.

· Identifies, evaluates, and communicates the impact of change on information systems, procedures, and workflows.

· Reviews, evaluates and makes recommendations for procedure improvements.

EMPLOYMENT QUALIFICATIONS:

A. EDUCATION REQUIRED: 

Associate degree in computer science field or related field required, progression toward a Bachelors degree required. Minimum of one industry recognized Operating System or Hardware bases technical certification comparable to the Microsoft Certified Solutions Expert (MCSE) that demonstrates a thorough comprehension of desktop components and operating systems. Combinations of education and experience may be considered in lieu of a degree/certificate.

B. EXPERIENCE REQUIRED: 

A minimum of five years experience working within an IT environment with business systems support or relevant experience that provides the necessary skills, knowledge and abilities. One year relevant IT customer services/ call center duties required.

C. SKILLS/KNOWLEDGE/ABILITIES (SKA) REQUIRED: 

· Demonstration ability to clearly and concisely communicate factual and technical information to all levels of understanding.

· Assists agents and policyholders with utilization of company specific, web based applications, in support of policy and claim administration.

· Schedules and performs computer relocations associated with customer hires, position changes, and relocations.

· Develops support documentation and user references (i.e. faxing, operating system, and Microsoft Office applications) for client computing.

· Creates and distributes periodic reports to analyze and trend incidents. Makes recommendations for customer training opportunities with software and hardware components.

· Maintains an up-to-date technical and practical knowledge and understanding of hardware and software analysis and troubleshooting.

· Tracks inventory of parts, equipment, tools, cables, and supplies inventory to complete necessary repairs. Returns parts to vendors for repair or exchange.

· Modifies and maintains specific end-user application security.

· Communicates with external vendors related to software and hardware issues and problem solving.

· Serves as team subject matter expert and knowledge resource to provide guidance on workarounds, procedures, and solutions.

· Maintains network connectivity of network wiring closets, user workstations and other network peripherals.

· Handles multiple priorities and meets established service level agreements and deadlines in a high production environment.

· Works with various areas in IT to determine cause on problems. Makes recommendations for solutions.

· Problem solves difficult issues through research and mentors less experienced analysts.

· Acts as a resource within team to problem solve operating systems and client computer issues.

· Aware of emerging client technology solutions and bring computing trends to managements attention.

· Maintains confidentiality of information processed.

· Demonstrates ability to organize, prepare, analyze, and interpret data trends to find and solve problems.

· Working knowledge of enterprise applications, and the support structure to apply necessary problem solving practices and procedures.

· Advanced knowledge of computers, word processing, spreadsheet, and database software.

· Excellent oral and written communication skills.

· Demonstrations ability to comprehend the consequences of various problem situations and takes appropriate actions and/or refer problems for necessary decision making.

· Ability to proofread documents for accuracy of spelling, grammar, punctuation, and format.

· Demonstrated ability to perform independent research. Excellent analytical and problem solving skills.

· Demonstrates ability to identify and communicate the impact of change on information systems, procedures, and workflows.

· Ability to thrive under shifting demands and changing priorities.

· Excellent customer service skills.

· General insurance knowledge.

· General knowledge of business units/insurance operations.

· Ability to perform mathematical calculations and statistical reporting.

· Displays taking conceptual information and transforms it into clear and detailed documentation.

· Demonstrates creative thinking to seek out resolution to new problems.

· Demonstrates initiative and ownership of problems.

· Ability to understand and follow safety and security practices.

· Ability to move or lift heavy objects weighing up to 40lbs. unassisted.

· Ability to accurately type 40 wpm.

D. ADDITIONAL EDUCATION, EXPERIENCE, SKILLS, KNOWLEDGE AND/OR ABILITIES PREFERRED:

· Experience working within an IT HelpDesk highly preferred.

WORKING CONDITIONS:

Work is performed in an office environment or in computer rooms, which may be warmer or cooler than normal offices. Travel may be required. May be called upon after-hours (including night, weekends, holidays, and other shifts) if needed. Hazards: Possible injury in working with electronic

equipment. Must follow accepted safety and security procedures.

REQUIRED TESTING: (For HR use only)

Advanced Windows, Advanced Word, Advanced Access, Advanced Excel. Proofreading. Math. Typing 40 wpm. Reading Comprehension.