Analyst IT 1 - Waller, United States - DAIKIN COMFORT TECHNOLOGIES MFG LP

DAIKIN COMFORT TECHNOLOGIES MFG LP

Verified Company

Waller, United States

2 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

Position Responsibilities

May include;

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.
Troubleshoots, analyzes, resolves, tracks, escalates and accurately documents hardware, software and technical issues.
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 oncall support on a rotational basis.
Trains users and coworkers problem resolution.
Provides input to IT documentation. (Stellent Work Instructions)
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 offsite.
Provision Mapics, Mincron, PkMS, IFM, Infinium and Kronos users.
Perform additional projects/duties to support ongoing business needs

Nature and Scope

Takes direction from lead
Works within well defined instructions

Knowledge and Skills

Ability to analyze complex problems and provide unique, customized solutions
Experience with Web Applications
Exceptional written & verbal communication skills
Demonstrated understanding of enterprise server technologies, networking & security protocols, operating system, MS Office Tools
Bilingual proficiency is a plus

Experience

12 Yrs. Service Desk Experience preferred
1 Yr. PC Break/fix Experience preferred.
2+ Yrs. of work experience in customer facing job
Experience w/ AS/400, computer operations, Wintel support, or network support is a plus

Education

High School Diploma required, Associates Degree or higher preferred
Technology certifications (A+ or MCP) preferred

People Management:
No

Physical Requirements / Work Environment:
Must be able to perform essential responsibilities with or without reasonable accommodations.

Minimum requirements:
Standing, walking, sitting, lifting, carrying and pushing

Reports To:
Manager, Service Delivery

The Company provides equal employment opportunity to all employees and applicants regardless of a person's race, color, religion (including religious dress or grooming practices), creed, national origin (including language use restrictions), citizenship, uniform service member or veteran status, ancestry, disability, physical or mental disability (including HIV/AIDS), medical condition (including cancer and genetic characteristics), genetic information, request for protected leave, marital status, sex, pregnancy, age (over 40), sexual orientation, gender, gender identity or expression, political affiliation, or any other characteristic protected by law. The Company will comply with all federal and state regulations and statutes pertaining to individuals with disabilities._