Senior Information Technology Support Analyst - North Carolina, United States - Apex Systems

    Apex Systems
    Apex Systems North Carolina, United States

    1 month ago

    Apex Systems background
    Description

    Position: Sr. IT Support Analyst

    Location: This position is on-site Monday-Friday in the greater Winston-Salem, NC area with some travel

    Duration: Permanent, Direct-hire

    Essential Job Functions

    • Manages day to day Service Desk ticket volume while following our ticket handling process
    • Works with the Service Desk manager to lead/mentor team to ensure Operational processes, procedures, and tools are being utilized, updated and continuously improved
    • Provide or lead vendor support to resolve various service, hardware and/or software incidents within the established SLA
    • Be a leader and SME to ensure we create, improve, and maintain our Service Desk KB
    • Actively respond to NMS alerts and improve monitoring as needed within the Service Desk while ensuring monitoring is getting adjusted to obtain positive outcomes
    • Participate and ensure our IT systems are consistently patched as expected
    • Effectively own ticket escalations, tasks, updates to staff, internal end users and clients that achieve the desired business outcomes across the entire Service Desk team
    • Quickly triage, escalate, and/or resolve IT related incidents
    • Participate in service review and /or QA of individual and team deliverables
    • Be the liaison between the Service Desk and Advance Support regarding escalations.
    • Assist with documentation of new process and procedures while maintaining structure of knowledge base.
    • Ability to perform all duties of Service Desk Analyst 1 position and other duties, as assigned
    • Answering phone and triage of new tickets
    • On-Call rotation for after hours and weekends
    • Provide physical floor support and leadership for Service Desk Team throughout the day
    • Assist Service Desk Leadership in monitoring KPI's and conducting monthly score cards
    • Assist Service Desk Leadership with reviewing inbound and outbound calls for quality assurance
    • Review ticketing system on daily basis to help team drive items to completion
    • Attend and participate in assigned client meetings as necessary, and disseminate information
    • Assist with training and onboarding Service Desk staff
    • Assist with training Service Desk staff on IT Operational processes and procedures
    • Effectively communicating with Leadership when processes are not working or do not make business sense

    Knowledge, Skills And Abilities

    • Ability to work independently and within a team to achieve business goals
    • Assist as an escalation point with internal and external clients that results in a positive outcome
    • Understanding of virtual systems (VMWare, Citrix, and Hyper-v)
    • Understanding and skills supporting current Windows and Linux systems
    • Understanding of networking fundamentals (OSI model: TCP/IP, routing, switching, etc.)
    • Understanding of storage and backup technologies preferred
    • Understanding of security best practices within a LAN / WAN
    • Understanding of firewalls, routers, switches, IDS/IPS, and VoIP technologies
    • Knowledge and understanding of ITIL
    • Knowledge of OSHA and industry safety practices
    • Excellent verbal, written, and interpersonal skills
    • Excellent Time Management
    • Ability to complete job duties on-time with minimal to no supervision
    • Ability to assist leading and supporting the service desk team
    • Ability to train on operational processes/procedures and relevant technologies
    • Ability to view and understand KPI's to adhere to the SLA policy
    • Effective communication skills with a solution mindset
    • Ability to read, understand, and learn from technical manuals, KB, books and other resources

    Ideal Candidate Profile

    • 3+ years' experience working on a Service Desk team
    • Leadership experience and willingness to mentor and be a leader on the Service Desk team
    • Bachelor's degree in an IT or Business-related degree preferred (Associate's degree, IT certifications, and/or equivalent experience may be substituted on an individual basis)
    • Experience troubleshooting basic network, software, printing problems
    • Experience working within an ITIL aligned IT team with exposure to Incident Management, Change Management, Service Review, and Service Delivery best practices preferred
    • Exchange and / or Microsoft 365 experience. Understanding of Azure, AWS, or other cloud technologies. VMWare Experience 7.0 and newer
    • Managed Services and Professional Services experience
    • Valid driver's license required