What are the responsibilities and job description for the IT Operations Analyst position at GTT, LLC?

Job Description

Job Title : IT Operations Analyst

Contract Duration : 1 year (Extension possible)

Work Type : Onsite with potential for hybrid

Location : Lexington, SC

Job Description

The Technology Service Desk offers :
A single point of contact for technical support and general queries (including password, hardware, software, e-messaging, and Mobile devices) to client Group employees in Corporate, Retail, Wealth, Phone Channels, client Auto Finance, Client, client-US, client Insurance, client Securities, Real Estate Lending and Vendors.
The business operates 7 / 24 / 365 in a team-oriented environment with over 100 front-line support representatives across two locations.
Working in collaboration with support teams, the business relies on Service Desk employees' vast expertise of technical and application-related knowledge to deliver an excellent colleague service experience with focus on maintaining high first-call resolution rates.

Accountabilities :

The primary accountability of this position is to provide first-level technical support. Key responsibilities include :

Respond to a variety of inbound colleague calls / emails

Ensure accurate and detailed problem documentation / ticketing

Provide timely escalation and follow-up with support groups and colleagues

Identify and escalate wide-impact or potential wide-impacting outages

Identify trends and opportunities for improvement as well as provide ongoing feedback

Build ongoing support proficiency for other skills and applications

Team members receive in-depth classroom training and shadowing and are measured using a performance scorecard approach which highlights productivity, colleague interaction, first contact resolution, support proficiency, and ticketing quality.

Qualifications / Skills / Experience :

Exceptional customer service skills

Experience with ticketing systems is an asset

Excellent written and oral communication skills

Above-average computing and navigational skills

A team player who collaborates effectively with peers and other teams

A University Degree or a College degree / diploma is considered an asset

Good knowledge of Microsoft 0365 products (Word, Excel, OneNote, and PowerPoint)

Ability to work flexible schedules based on business forecast requirements (which are subject to change).

They offer weekly rotations which can include day shifts, evening shifts, week-end shifts, and overnight shifts. Shifts are published in advance and require flexibility to ensure appropriate coverage.

Ability to work flexible schedules; based on business needs (which are subject to change), we typically offer weekly rotations including early evening shifts, day shifts, and week-end shifts; we may require team members to cover overnight shifts as well; candidates with more shift flexibility and who meet our hiring criteria will be considered first.

Technical / Troubleshooting ability :

A technical support background or related education including experience with some or all of the following :

Windows 10, IE11, Edge / Chrome / Firefox / Safari, VOIP, Active Directory, Citrix / Remote Access, Blackberry, BYOD, Azure, All Microsoft Office products, MS Teams and Webex, SCCM, variety of telephony devices and a good understanding of networking and Wi-Fi support.

Experience with iPad, Tablets, Smartphones and Android devices

Must Have

Above-average computing and navigational skills

Exceptional customer service skills in a client-facing role such as a call center / tech support role - must have exp. with customer support

Team player who collaborates effectively with peers and other teams but can also work well independently

Good knowledge of Microsoft Office 365 (Word, Excel, OneNote, and PowerPoint)

Ability to type at least 30 words per minute

Required 5 Days a week on-site

Looking to grow in IT – willing to learn and grow into the role

Call Center with Technical Support Background – troubleshooting experience

Access to a mobile device for multi-factor authentication

Nice to Have

IT Helpdesk experience / Experience with Ticketing

A Technical degree and / or IT Certification is preferred.

General knowledge and understanding of PC hardware and components.

Education :

High school education is required.

0-2 years of related experience.

Associate degree or Technical Certification preferred

Note :

Must-Have Interview availability for onsite interviews, must have reliable transportation to get to the office (there are no bus routes in this area).

Punctuality is key – successful candidates are committed to learning and eager to develop into the role and be on time.

Candidate who is looking to grow in IT, and has previous tech and call center experience

This is primarily an onsite role, 5 days per week. Candidates can be scheduled for any 5 days of the week, including weekends.

In this position, contractors are granted a maximum of 3 weeks (120 hours in the U.S.) of unpaid time off per calendar year, prorated based on their start date and to be used at their discretion. These can be for vacation, travel, family, or personal reasons.

Requests for time off must be formally submitted in writing, with a minimum of 3 weeks' notice wherever feasible. Approval for time off is contingent upon management authorization. Taking the allotted time away with reasonable notice and approval does not impact job performance.

Working hybrid is NOT guaranteed to all contractors after 8 months of training. The hybrid model is approved only for high-performing individuals who do not require additional help after the 8-month training period.

Overtime or weekends required : hours of 6 : 00 am-10 : 30 pm - 7 days a week (scheduled in those hours)

Training : Onsite - 100% onsite for training – training takes approximately 8 months

This role will require flexibility to work either day, afternoon, or evening shifts.

The earliest shift begins at 6 am, and the latest afternoon shift ends at 10 : 30 pm

Schedules rotate on a weekly basis. Schedules will be provided 1 month in advance.

Contractors will enter the rotation within 8-10 weeks of performing well in the role.

Shift changes with your co-workers are permitted, but subject to manager approval.

Benefits :

Medical, Vision, and Dental Insurance Plans

401k Retirement Fund

About The Company :

Top 10 banks in Canada and North America offering comprehensive financial solutions. Providing retail, commercial, wealth management, and wholesale banking services, we help clients thrive in today's evolving market.

About GTT

GTT is a minority-owned staffing firm and a subsidiary of Chenega Corporation, a Native American-owned company in Alaska. As a Native American-owned, economically disadvantaged corporation, we highly value diverse and inclusive workplaces. Our clients are Fortune 500 banking, insurance, financial services, and technology companies, along with some of the nation’s largest life sciences, biotech, utility, and retail companies across the US and Canada. We look forward to helping you land your next great career opportunity!

25-18234 #LI-GTT #gttjobs #LI-Onsite

Company Description

We are a Native American-owned, economically disadvantaged corporation that highly values diverse and inclusive workplaces. Our clients and partners are among the most successful and innovative organizations in the world. Our top clients are Fortune 500 banking, insurance, and financial services firms, some of the nation’s largest life sciences, biotech, utility, and retail companies, and prestigious educational institutions in the Ivy League tier.

There is always a new opportunity for success when you look through all of the open job opportunities on our website’s career page. Just click on this link : https : / / bit.ly / gttcareers

Awards

SIA’s Fastest Growing Staffing Firm : 2023 and 2015

SIA’s Best Staffing Firm to Work for : 2019 -2023

Inc 5000 Fastest Growing Private Company : 2023, 2022, 2016, 2015

Randstad Preferred Supplier : 2020 - 2023

TechServe Alliance Excellence Award. 2019

NH Business Magazines Fast 5 fastest growing companies

Ernst & Young Entrepreneur of the Year Finalist : 2015

Company Description

Global Technical Talent is a subsidiary of Chenega Corporation (www.Chenega.com) with over 1.3 billion US$ in revenue and 5800 US employees. We provide Total Talent Solutions, Global staffing, SOW, RPO, Direct Sourcing, and Global Payroll with physical offices in US, Canada, and India. GTT Digital headquartered in Toronto specializes in providing high-tech digital and banking talent to some of the nation’s largest financial institutions. As a leader in the staffing industry for over 22 years, we have become one of the largest staffing firms in the New England region, working with Fortune 500 clients and cutting-edge, technology-driven recruiting infrastructure. We are a Native American-owned, economically disadvantaged corporation that highly values diverse and inclusive workplaces. Our clients and partners are among the most successful and innovative organizations in the world. Our top clients are Fortune 500 banking, insurance, and financial services firms, some of the nation’s largest life sciences, biotech, utility, and retail companies, and prestigious educational institutions in the Ivy League tier. There is always a new opportunity for success when you look through all of the open job opportunities on our website’s career page. Just click on this link : https : / / bit.ly / gttcareers Awards SIA’s Fastest Growing Staffing Firm : 2023 and 2015 SIA’s Best Staffing Firm to Work for : 2019 -2023 Inc 5000 Fastest Growing Private Company : 2023, 2022, 2016, 2015 Randstad Preferred Supplier : 2020 - 2023 TechServe Alliance Excellence Award. 2019 NH Business Magazines Fast 5 fastest growing companies Ernst & Young Entrepreneur of the Year Finalist : 2015

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