IT Support Analyst

IT Support Analyst

Location: Santa Clara, CA - 95051 Duration: 9+ months Contract Pay Rate: $25.00/hr to $27.00/hr on W2

Job Overview: Provides technical assistance to computer users. Answers questions or resolves computer problems for clients in person, or via telephone or electronically. May provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.

Required Skills and Qualifications

• High School Diploma or equivalent.
• 1+ year of experience in IT, Engineering Support, or related area.
• 1+ year of experience in operating system or software application troubleshooting (e.g., root cause analysis, debugging).

Physical Requirements

• Frequently transports between offices, buildings, and campuses up to 2 miles.
• Frequently transports and installs equipment up to 40 lbs.

Preferred Qualifications

• Bachelor's degree in an IT-related field.

Principal Duties and Responsibilities

• Supports troubleshooting efforts to identify routine and moderately complex problems.
• Follows standard operating procedures.
• Seeks out learning opportunities and feedback to increase own knowledge and skill using internal and external training resources.
• Provides first or second level support to resolve problems with products, applications, and devices.
• Communicates with project lead via email and direct conversation to provide project status updates and information about impending obstacles.
• Supports documentation of details of incidents, status of service requests, and resolutions, and follows escalation procedures.
• Supports efforts to meet key performance indicators (e.g., performance, availability, capacity).
• Understands the importance of contributions from individuals of varying backgrounds, locations, and cultures.
• Completes moderate technical tasks assigned by more senior personnel.
• Follows procedures for incident escalation and notification to appropriate resources.
• Resolves routine problems and attempts to resolve complex problems.
• Reviews information (e.g., procedures, installation, configuration) related to new support.
• Adapts to moderate changes and setbacks in order to manage pressure and meet deadlines.
• Contributes to the knowledge repository for routine and moderately complex technical support.

Level of Responsibility

• Working under close supervision.
• Taking responsibility for own work and making decisions with limited impact; impact of decisions is readily apparent; errors made typically only impact timeline (i.e., require additional time to correct).
• Using verbal and written communication skills to convey basic, routine factual information about day-to-day activities to others who are fully knowledgeable in the subject area.
• Completing tasks that require multiple steps that must be performed in a specific order, using directions or manuals that accurately document the steps necessary to perform the tasks.
• Using deductive problem solving required to solve moderately complex problems; most problems have defined processes of diagnosis/detection; some limited data analysis may be required.
• Exercising some creativity may be required to troubleshoot technical problems or deal with client circumstances.