What are the responsibilities and job description for the IT Support Analyst, Specialist position at Manpower San Diego?
Principal Duties and Responsibilities:
• Analyzes and prioritizes incoming requests.
• Follows and develops standard operating procedures.
• Follows procedures for incident escalation and notification to leadership.
• Identifies highly complex problems and escalates to senior staff for prioritization as needed.
• Facilitates the tracking and development of documentation by entering details of incidents, status of service requests, and resolutions.
• Identifies highly complex problems and escalates to senior staff for prioritization as needed.
• Facilitates the tracking and development of documentation by entering details of incidents, status of service requests, and resolutions.
• Leads the execution of disaster recovery and business continuity processes and events.
• Analyzes incident data and trends to help prioritize efforts to improve system availability and performance.
• Provides after hours on-call support.
• Provides first and second level support to resolve difficult, complex, and sensitive problems with products, applications, and devices, and provides assistance to others in resolving problems.
• Mentors other team members to disseminate knowledge about subject matter expertise and latest IT solutions.
• Facilitates the knowledge repository for all technical support.
• Reviews information and supports the compilation of information (e.g., procedures, installation, configuration) related to new support.
• Serves as a technical lead on a feature or system, assigns work to a small project team, and works on more advanced tasks to complete a project.
• Helps team members to determine which work tasks are most important, manages distractions, and deals with setbacks in a timely manner.
• Meets with vendors to resolve service failures or issues.
Level of Responsibility:
• Working independently with little supervision.
• Taking responsibility for own work and making decisions that are moderate in impact; errors may have financial impact or effect on projects, operations, or customer relationships; errors may require involvement beyond immediate work group to correct.
• Using verbal and written communication skills to convey information that may be complex to others who may have limited knowledge of the subject in question. Role may require basic negotiation and influence, cooperation, tact, and diplomacy, etc.
• Having a moderate amount of influence over key organizational decisions (e.g., is consulted by senior leadership to provide input on key decisions).
• Using deductive and inductive problem solving; multiple approaches may be taken/necessary to solve the problem; often information is missing or incomplete; intermediate data analysis/interpretation skills may be required.
• Exercising substantial creativity to innovate new processes, procedures, or work products within guidelines or to achieve established objectives.
Top 5 Skills
1. Experience in operating system or software application troubleshooting (e.g., root cause analysis, debugging).
2. Basic server room / IT infrastructure understanding (e.g., rack-and-stack).
3. Understanding of corp. networking (e.g., LAN/WAN, VLAN, VPN).
4. Basic understanding of hardware asset management principles.
5. Customer service skills.
Technologies: What does this temp must know to perform the required job duties (These are not preferred technologies - If they do not have these technologies they will be rejected completely)
- Microsoft Windows OS
- Ticket management system
Required Education:
High School Diploma or equivalent.
• 5 years of experience in IT, Engineering Support, or related area.
• 3 years of experience in operating system or software application troubleshooting (e.g., root cause analysis, debugging).
Salary : $41 - $51
