IT Support Analyst II - Scottsdale, United States - Reliance
Description
This job was posted by : For more information, please see:JOB SUMMARY
The IT Support Analyst II is responsible for providing excellent customer service to end-users by delivering practical solutions to a wide-range of applications/technology problems and issues, and training of technology.
The IT Support Analyst II must be a skilled communicator with the ability to gather customer information, break down low to medium complex problems, and identify solutions to quickly resolve reported issues.
The IT Support Analyst II is expected to ensure all reported problems are recorded into the IT Service Management System (ServiceNow) and ensure compliance Service Level Agreements (SLAs) based on the severity of reported issues.
ESSENTIAL FUNCTIONS
Technical Support - Provides technical support via telephone, email or online to end users on a variety of application and technical issues.
Knowledge Management - Ability to improve operational efficiencies by reducing the time spent to rediscover previous incidents or problems.
Document and disseminate identification and resolution of problems to avoid future redundant work effortsContribute to the Knowledge Base and communicates across the team
Customer Service - Ability to develop and maintain strong relationships with customers by listening, understanding and responding to their needs.
SUPPLEMENTAL DUTIES & RESPONSIBILITIES
Pursues training and development opportunities; Strives to continuously build knowledge and skillsAssist personnel in other RTS departments to resolve technical and/or application issuesAct as back-up to the Field Operations team as neededOther duties as requestedTrain newly assigned staff
REQUIRED SKILLS
Bachelors Degree or equivalent work experience in a related field required
IT certifications or equivalent work experience preferred
Remote control tools Bomgar preferred
Ability to effectively communicate, both verbally and in writing, at all levels including customers, vendors, peers, business stakeholders and management required
Must be self-motivated and able to work independently, with minimal supervision and as part of a team
Detail oriented with excellent interpersonal communication skills
Excellent customer service skills
3+ years experience supporting desktop and application technologies requi ed such as Dell desktops/laptops, Lenovo laptops, HP Printers, Datamax printers and hand held scanners
2+ years experience supporting the following applications and technologies preferred:
Trend Micro AntivirusCitrixActive DirectoryTCPIP, DNS, DHCP, WINS
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