- Process incoming incidents to Application Support via telephone, trouble ticketing, and e-mail to ensure courteous, timely and effective resolution of end user issues.
- Follow all ticket handling and escalation policies and procedures.
- Assess need for any system reconfigurations (minor or significant) based on ticket trends and make recommendations.
- Identify, recommend, develop and implement end user training programs to increase computer literacy and self-sufficiency.
- Contribute to the development and communication of help sheets, knowledgebase, usage guides and FAQs for end users.
- Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue.
- Prioritize and schedule problems. Escalate problem (when required) to the appropriately experienced Team Member.
- Record, track and document the service desk ticket problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
- Apply diagnostic utilities to aid in troubleshooting.
- Access software updates, drivers, knowledge bases, and FAQ resources to aid in problem resolution.
- Identify and learn appropriate software and hardware used and supported by the organization.
- Test fixes to ensure problem has been adequately resolved.
- Perform post-resolution follow ups to help tickets.
- Develop help sheets and FAQ lists for end users.
- Reinforce SLAs to manage end-user expectations.
- Participate in low level coding activities that are required to complete Support tasks.
- Evaluate documented resolutions and analyze trends for ways to prevent future problems.
- Alert management to emerging trends in incidents.
- Process incoming incidents to Application Support via telephone, trouble ticketing, e-mail, and walk-up to ensure courteous, timely and effective resolution of end user issues.
- Follow all request handling and escalation policies and procedures.
- Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations.
- Identify, recommend, develop and implement end user training programs to increase computer literacy and self-sufficiency.
- Contribute to the development and communication of help sheets, knowledgebase, usage guides and FAQs for end users.
- Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue.
- Prioritize and schedule problems. Escalate problem (when required) to the appropriately experienced Team Member.
- Record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
- Apply diagnostic utilities to aid in troubleshooting.
- Access software updates, drivers, knowledge bases, and FAQ resources to aid in problem resolution.
- Identify and learn appropriate software and hardware used and supported by the organization.
- Test fixes to ensure problem has been adequately resolved.
- Perform post-resolution follow ups to help requests.
- Develop help sheets and FAQ lists for end users.
- Reinforce SLAs to manage end-user expectations.
- Participate in low level coding activities that are required to complete Support tasks.
- Evaluate documented resolutions and analyze trends for ways to prevent future problems.
- Alert management to emerging trends in incidents.
- Associate or Bachelor's Degree in a Computer Science or Information Systems, MIS, or related field OR equivalent work experience
- Solid relationship management and performance management skills
- Strong guest-service orientation
- Proven analytical and problem-solving abilities
- Ability to effectively prioritize and execute tasks in a high-pressure environment
- Good written, oral, and interpersonal communication skills, with a focus on listening and questioning skills
- Highly self-motivated and directed
- Team-oriented and skilled in working within a collaborative environment
- Ability to successfully negotiate with vendors to provide service to the corporation
- Familiarity with Application Development Languages such as Java, C++, .NET
- Proficiency with:
- Computer hardware and peripherals
- Windows desktop operating systems
- Office productivity suites
- Windows, Unix/Linux server operating systems
- Establishing and maintaining a knowledgebase
- Must work within designated normal office hours assigned or required by work
- May be required to work overtime, including weekends and holidays
-
IT Systems Support Analyst
4 days ago
Xanterra Eau Claire, United StatesWe are currently seeking a detail-oriented and driven professional to join our team as an IT Systems Support Analyst. As an IT Systems Support Analyst, you will have the primary responsibility for the day-to-day support and administration of the end- Support Analyst, IT, Systems, ...
-
Working student in the Innovation Team
1 week ago
Horizon Ventures Lake Hallie, United StatesLocation: 50933 Cologne | Contract type: Part-time, temporary | Start: immediately | Job ID: 837825 · Welcome to the Home of IT: · We are the home for all those who thrive in the digital world. A tech team where colleagues from various fields work together. Together, we bring in ...
-
Hybrid IT Applications Analyst
1 day ago
Mason Companies, Inc. Chippewa Falls, WI, United States Full timeHybrid IT Applications Analyst – Supply Chain Support · The IT Applications Analyst primary objective is helping implement and maintain enterprise technology solutions in a cost-effective way by determining the requirements of a project or program, and communicating them clearly ...
-
Forensic Analyst 2 with Security Clearance
1 week ago
Prime Time Consulting Brooklyn Park, MD, United StatesJob Description: Prime Time Consulting provides clients with expert intelligence analysis services · Our clients include defense contractors, industrial and service corporations, and departments and agencies of the U.S · Federal Government · We are actively searching for Forensic ...
-
Prime Time Consulting Fort Meade, United StatesPrime Time Consulting provides clients with expert intelligence analysis services. Our clients include defense contractors, industrial and service corporations, and departments and agencies of the U.S. Federal Government. We are actively searching for Target Digital Network Analy ...
-
Exploitation Analyst with Security Clearance
1 week ago
Prime Time Consulting Fort Meade, United StatesPrime Time Consulting provides clients with expert intelligence analysis services. Our clients include defense contractors, industrial and service corporations, and departments and agencies of the U.S. Federal Government. We are actively searching for Exploitation Analysts (EAs), ...
-
Prime Time Consulting Fort Meade, United StatesPrime Time Consulting provides clients with expert intelligence analysis services. Our clients include defense contractors, industrial and service corporations, and departments and agencies of the U.S. Federal Government. We are actively searching for Computer Network Defense Ana ...
-
Prime Time Consulting Fort Meade, United StatesPrime Time Consulting provides clients with expert intelligence analysis services. Our clients include defense contractors, industrial and service corporations, and departments and agencies of the U.S. Federal Government. We are actively searching for Digital Network Exploitation ...
-
IT Business Analyst
1 week ago
Global Finishing Solutions Osseo, United StatesAbout This Opportunity · The IT Business Analyst aligns information technology solutions with business initiatives by providing subject matter expertise, systems analysis, training, reporting, and other support as requested. · Global Finishing Solutions (GFS) is the leading manuf ...
-
Senior QA Analyst
4 days ago
Work & Co Brooklyn, United StatesWork & Co ) defines and launches the world's most successful digital products and services. With a team of over 400+ and offices in the United States, Brazil, and Europe, we've become the go-to partner for IKEA, Google, Apple, Mercedes, Vistaprint, MTA, Planned Parenthood, Gatora ...
-
Marketing Services Analyst
3 days ago
Marten Transport Mondovi, United StatesAs Marketing Services Analyst your primary goal will be to assist and manage Marketing Services functions focusing on maximizing profitability through diligent negotiation practices while supporting and acting as an internal extension to the Marten sales team. · RESPONSIBILITIES: ...
-
Information Security Analyst
6 days ago
DLA Piper Northfield, United StatesDLA Piper is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Job applicant poster vi ...
Application Support Analyst - Eau Claire, United States - Menards
Description
The Application Support Analyst I's role is to handle, document, and actively resolving end user help tickets and escalating incidents related to applications and systems. This includes actively resolving escalated end user help tickets within established SLAs. Problem resolution may involve the use of diagnostic and help ticket tracking tools.
PRIMARY RESPONSIBILITIES:
* Assist in Menard Application Support
POSITION REQUIREMENTS: