What are the responsibilities and job description for the IT Analyst position at swipejobs?
IT Analyst
Great opportunity with our industrial manufacturing client for an IT Analyst on a temp to hire opportunity paying $25.00/hr. Apply now!
Position:
The purpose of the Service Desk Analyst position is to provide support for IT users with all aspects of technology. The Service Desk Analyst records IT requests for support, resolves problems at the time of client contact when possible, and minimizes downtime by escalating problems. The reduction of outages and downtime is a primary focus of the Service Desk analyst.
Job Description:
- Answers/responds to incoming requests and resolve customer problems via the telephone, email, web, etc.
- Acts as the single point of contact for resolution of technology related issues.
- Owns the tickets opened through resolution of the problem, issue or request fulfillment.
- Contacts clients to ensure completion of requests.
- Documents customer requests in call tracking system.
- Supports network and email connectivity, computer operating systems, hardware and software, internally developed applications, midrange (AS/400) operations, tape and backup operations.
- Troubleshoots, analyzes, resolves, tracks, escalates and accurately documents hardware, software and technical issues.
- Supports features, functionality and usage of applications.
- Monitors calls, customer wait time, and resolution time.
- Adheres to established policies and procedures.
- Makes sound business decisions, with little direction by following documented procedures.
- Provides after hours on-call support on a rotational basis.
- Trains users and co-workers problem resolution.
- Provides input to IT documentation.
- Provides input to the IT Knowledge Database.
- Cross-Trains with other groups as assigned.
- Analyzes, interprets and escalates problems to Level 2 Service Desk staff and Resolver groups.
- Some analysts will support wireless devices and work with wireless vendors.
- Some analysts will focus on iSeries operations and provide SOX data.
- Some analysts will rotate tapes off-site.
- Provision Mapics, Mincron, PkMS, IFM, Infinium and Kronos users.
- Prepare, submit for approval from the CIO and submit quarterly emails for SOX documentation.
- Maintain and document timely response from Managers/Business owners on SOX solicited email
Knowledge and Skills
- Ability to analyze complex problems and provide unique, customized solutions.
- Strong analytical and process management skills required, including a thorough understanding of how to interpret customer business needs and translate them into application and operational requirements.
- Experience with Web Applications. Exceptional written and verbal communication skills.
- Demonstrated understanding of enterprise server technologies, networking & security protocols, operating system, MS Office Tools
Job Type: Full-time
Pay: From $25.00 per hour
Schedule:
- 8 hour shift
Work Location: Multiple Locations
