IT Support Analyst II - Scottsdale, United States - Reliance

Description

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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 is a first level of support for customers within the organization.

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.

Gather the customers information and determines the customers issue by analyzing the symptoms and figuring out the underlying problem
Determine severity of problem and ensures response time is minimal through triage process
Provide practical solutions to a wide-range of applications/technology problems/issues
Identify opportunities for more efficient and effective incident response through the implementation of automated monitors and corrective action procedures
Identify, troubleshoot, research and resolve basic technical problems
Uses Knowledge Base to identify problems and possible solutions

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 efforts
Contribute 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.

Provide service to internal and external customers to satisfy their needs and expectations
Listens to concerns and resolves reported issues effectively and promptly
Committed to continuous improvement
Ensure and comply with customer response timeline (SLAs) based on the severity of reported issues including documenting concise and accurate status information in the ServiceNow ticketing system
Anticipate customers needs and moves to effectively address issues
Establish relationships with customers providing education/training as appropriate
Delivers high quality solutions that meet the organization\'s needs

SUPPLEMENTAL DUTIES & RESPONSIBILITIES

Pursues training and development opportunities; Strives to continuously build knowledge and skills
Assist personnel in other RTS departments to resolve technical and/or application issues
Act as back-up to the Field Operations team as needed
Other duties as requested
Train 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 Antivirus
Citrix
Active Directory
TCPIP, DNS, DHCP, WINS