Service Support Analyst- Senior

Service Support Analyst- Senior

The purpose of this position is to function as a Helpdesk Analyst providing consultation, support, and/or training to clients of computer or other information technology based system. May provide routine and non-routine support for a broad range of information related technologies, or may provide in-depth support for a narrowly defined area of technology.

Responsibilities:

• Performs account administration (create/modify Active Directory accounts, Exchange accounts, NCID accounts and other user accounts).
• Analyzes information provided by HR personnel and Client Services technicians in order to create and/or modify accounts for new employees and/or existing Client's employees.
• Is able to use the information provided to assess data and application access.
• Is able to troubleshoot data and application access issues and adjust Active Directory properties as needed
• Distributes Agency-wide email communications and notices related to technology issues
• Maintains mainframe printer node configurations
• Serves as project team member and makes recommendations for routine problem solutions
• Work on special projects which require planning of how, when and who the task will be preformed
• Refers highly complex or difficult technical problems to a higher-level Technology Support Specialist or other technical resource for that particular technology questions
• Provides basic support of hardware, software, applications, Client internal and external users
• Serves as a technical resource on all of Client's standard desktop applications to 10,000+ computer users
• Instructs users via phone and/or email on the basic functionality of desktop applications
• Follows detailed procedures while making recommendations for routine problem solutions
• Enters information into call tracking system and monitors to ensure customer service needs are met for all computer and network related issues
• Communicates effectively in oral and written formats
• Promotes a positive customer relationship while working with other Helpdesk staff and high level Analyst and Specialists
• Schedules and Facilitates daily operations status calls
• Initiates Major Incident Process (MIP) communications and conference bridges
• Maintains Major Incident Logs
• Maintains employee directory

Skills Required:

• Excellent verbal and written communication skills
• Experience with HEAT Call Tracking or similar tool, Avaya or similar call distribution tool, Microsoft Windows, Office 2010/2013/2016, O365.
• Experience and thorough knowledge in Active Directory administration, such as, creation/modification of accounts
• Ability to manage tasks and meet schedules; ability to write technical documentation that is easily understood by staff and customers.
• Excellent Customer service and teamwork.
• Ability to independently resolve routine and some non-routine problems. Ability to solve problems and perform diagnostics on software and/or hardware
• Ability to identify and understand reoccurring problems and recommends solutions.
• Ability to follow complex and/or detailed technical procedures.