IT Support Analyst, Specialist|6996 IT Support Analyst, Specialist|6996
About the position Responsibilities • Analyzes and prioritizes incoming requests. • Follows and develops standard operating procedures. • Follows procedures for incident escalation and notification to leadership. • Identifies highly complex problems and escalates to senior staff for prioritization as needed. • Facilitates the tracking and development of documentation by entering details of incidents, status of service requests, and resolutions. • Leads the execution of disaster recovery and business continuity processes and events. • Analyzes incident data and trends to help prioritize efforts to improve system availability and performance. • Provides after hours on-call support. • Provides first and second level support to resolve difficult, complex, and sensitive problems with products, applications, and devices. • Mentors other team members to disseminate knowledge about subject matter expertise and latest IT solutions. • Facilitates the knowledge repository for all technical support. • Reviews information and supports the compilation of information related to new support. • Serves as a technical lead on a feature or system, assigns work to a small project team, and works on more advanced tasks to complete a project. • Helps team members to determine which work tasks are most important, manages distractions, and deals with setbacks in a timely manner. • Meets with vendors to resolve service failures or issues. Requirements • Experience in operating system or software application troubleshooting (e.g., root cause analysis, debugging). • Basic server room / IT infrastructure understanding (e.g., rack-and-stack). • Understanding of corporate networking (e.g., LAN/WAN, VLAN, VPN). • Basic understanding of hardware asset management principles. • Customer service skills. • Microsoft Windows OS. • Ticket management system. • High School Diploma or equivalent. • 5+ years of experience in IT, Engineering Support, or related area. • 3+ years of experience in operating system or software application troubleshooting. Apply tot his job