Sr. Analyst, End User Services - Chandler, United States - TEKsystems

    TEKsystems
    TEKsystems Chandler, United States

    1 month ago

    TEKsystems background
    Description
    :

    Analyst, End User Services - Onsite 1445 S Spectrum Blvd Suite 200, Chandler, AZ 85286
    Sr. Analyst, End User Services
    General Description and Scope of Role
    The EUS Sr. Analyst is responsible for delivering first and second level service and support of end-user service requests and computing issues (user accounts/hardware/software) to include, but not limited to:


    • All Tivity offices and call centers
    • All remote employees/contractors
    • External access to internal systems
    • All enduser devices and software that connect to the Tivity network.

    The position requires developing leadership skills and a commitment to end-user satisfaction and experience in driving process improvement in a mostly remote enterprise.

    Summary of Responsibilities:


    • Provide level (L2/L3) IT support, may require shift work and on-call rotation.
    • Work with Tivity end-users to fulfill service requests and resolve incidents that have been raised by approved intake methods, including but not limited to phone, email and ticket portal.
    • Achieve individual and team goals including quality and occasionally report on key service-level metrics.
    • Correctly categorize, prioritize, and diagnose incidents and service requests.
    • Works level technical issues within the service desk from lower-level analysts.
    • Organizes workload to meet deadlines as assigned by the team leadership.
    • Build and maintain relationships with all IT and applicable business units.
    • Maintains awareness of the current and forecasted states of the IT environment.
    • Stay informed of current or changing trends in IT operations including the current and new offered services, policies, procedures and other external changes that could have an impact on IT services and security.
    • Adhere to end user services best practices and process frameworks, such as ITIL.
    • Maintain the knowledge base repository, improving end-user satisfaction and reduce costs by increasing first contact resolution.
    • Administer M365 and other software licensing and support alongside IT Vendors.
    • Server and End-point Vulnerability/Patch Management.
    • Manage A/V conference room hardware and software.
    • Assist IT teams with hands-on needs (Infrastructure/Network/Infosec).
    • Recommend productivity improvement plans by identifying areas of transforming manual processes into automated or self-service solutions.
    • Continually evaluate and analyze current and new software and perform deployments as well as make recommendations.
    • Mentors team members in technical solutions to maintain team productivity.
    • Review and attend training for all current, revised or new offered IT services for service execution and support.
    • Maintains a working knowledge of Tivity's applications and system integration.
    • Escalates issues to leadership in a timely and appropriate manner.
    • Develops a proficient level of understanding of the Tivity business models.
    • Adheres to all departmental policies, process and procedures as assigned by the team leadership.
    • Performs Shift Lead/Supervisor/Manager duties as needed.
    • May require travel to office locations or companywide events.
    Essential Job Functions


    • Maintains ITIL-based best practices for Tivity-wide service desk processes.
    • Maintains expertise in the computing hardware, software and use of systems, tools, and processes within the scope of end user services.
    • Maintains a working knowledge of Tivity's applications and system integration and can escalate appropriately to engage other IT teams for support.
    • Effectively guides or leads other team members.
    • Exhibits a manner of leadership and flexibility that promotes innovation and collaboration, diffuses pressure, and promotes a team atmosphere.
    • Impacts a range of customer, operational, project or service activities within IT and business units, works with broad guidelines and policies.
    • Promotes customer satisfaction and quality customer service.
    • Promotes and models Tivity's Core Values.
    Experience and Educational Requirements


    • Associates or Bachelor's degree in Business, Computer Sciences or IT related field (equivalent combination of related education, training, and experience may be considered).
    • Minimum 2-year experience supporting multiple IT services (user/software management).
    • Minimum 2-year of mentoring/guiding peers.
    • Minimum 3-year experience in IT Service Delivery/Operations (hardware/inventory management).
    • Excellent understanding of ITIL framework, Foundation certification a plus.
    • Relevant IT disciplines or certifications.
    • Excellent skills in Microsoft Suite of applications.
    • Experience in HIPPA compliant IT environment.
    • Strong experience in multiple cloud applications/tools.
    • Excellent knowledge in Virtual Desktop Infrastructure.
    • Excellent knowledge in Windows and Apple computers.
    • Excellent knowledge of mobile device configuration & device management tools.
    • Extensive knowledge of common ticketing tools.
    • Extensive knowledge and usage of remote-control applications or utilities.
    • Excellent skills in diagnosing and troubleshooting technical problems.
    • Ability to identify ambiguity and to adapt readily and easily to changes in priorities and business conditions.
    • Proven effective and oral and written communication skills. Develops ability to exhibit a commanding presence, when necessary, practices interpersonal and negotiation skills.
    Skills:

    Help desk, Help desk support, Office 365, Ticketing system
    Top Skills Details:

    Help desk,Help desk support,Office 365,Ticketing system
    Additional Skills & Qualifications:


    The role will likely be between M-F, between 7-9am to 4-6pm onsite and the primary focus will be desktop support of local resources.

    80% desktop support and 20% phone support.
    Current and future Tech Stack. Ideal candidate will have experience with;


    • Software Skills
    :


    • M365 Administration/MFA
    • Horizon VMware/VSphere/AWS VDI
    • JAMF
    • Intune/Autopilot
    • Onsite & Azure AD User/Computer Managment
    • Global Connect VPN
    • Current
    :

    RemedyForce/SalesForce, Future Q4:

    Zendesk


    • Qualys PM/Vulnerability Management
    Experience Level:

    Expert Level
    About TEKsystems:

    We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity.

    We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia.

    As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change.

    That's the power of true partnership. TEKsystems is an Allegis Group company.

    The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.