What are the responsibilities and job description for the Helpdesk/IT Technician position at Managed Staffing, Inc.?
Jr. IOC Operator/Helpdesk/IT Technician | Camden, NJ
Job Description
Title: Jr. IOC Operator/Helpdesk/IT Technician
Primary Role
Job Description
Title: Jr. IOC Operator/Helpdesk/IT Technician
Primary Role
- Maintain application and application interfaces inventory.
- Integrate new capabilities into project, product, and program management
- Collaborate with other technology domains and business functions to develop innovative business solutions
- Translate AW’s business strategy and goals into successful projects
- Documents problems and resolutions.
- Responsible for providing front line support, via call, chat or email, to all American Water Employees and contractors.
- Responsible for assisting senior personnel with ensuring that all hardware platforms, operating systems, utilities, and related tools and devices are available for successful management of production schedules and service levels.
- Assists with analyzing and evaluating system malfunctions and takes appropriate action to correct systems as directed.
- Escalates malfunctions to level II or level III support when necessary, documents problems and resolutions.
- Understand the relationship between applications, application architectures and Business processes.
- Ensure Data Privacy and Data Governance are key considerations in every project engagement.
- Develop and/or promote solutions which support the business requirements and business strategies, and which align with enterprise and departmental goals
- Ensure that uniform enterprise-wide application design standards are maintained
- Support leadership in managing customer expectations for project implementation.
- Understand the relationship between applications, application architectures and Business processes.
- Ensure Data Privacy and Data Governance are key considerations in every project engagement.
- Provides 24x7 remote support in Operations Center.
- Handle incoming calls, chats and emails from customers.
- Create tickets in ITSM system and work with customer until completion escalating when necessary, providing basic IT functions (account issue troubleshooting, software installs, access requests, and troubleshooting hardware).
- Maintains knowledge database.
- Escalates deficiencies in technical processes and informs Level II Support.
- Monitor IT systems (SAP, Network infrastructure).
- Create badges and monitor badge system.
- Monitor security systems.
- Handle customer threat assessments.
- Associates degree in Information Systems or similar technology field is preferred.
- In-depth knowledge of technology, procurement, contract management and vendor management
- Excellent verbal, written and presentation skills
- Good Collaboration, prioritization and team working skills
- Ability to work in a fast-paced dynamic environment with virtual teams
- Ability to work independently and take initiative to find/develop solutions for business requirements.
- Fast learner with attention to detail
- Should be receptive to constructive criticism when necessary
- Understanding of Windows Operating Systems (desktop, server), as well as various mobile operating systems (iOS and Android).
- In-depth user knowledge of Microsoft Office products including Outlook.
- Strong client relations/customer service skills required.
- Ability to work on a team and contribute to the team's achievement of objectives and goals.
