IT End User Analyst - Call Center / Network Control in Chattanooga, TN at Johnson Service Group

Date Posted: 10/22/2021

Job Snapshot

Job Description

JobID: 386453

THE IT END USER ANALYST PROVIDES CALL CENTER, NETWORK AND PRODUCTION CONTROL SUPPORT IN THE CONSOLIDATED IT CUSTOMER OPERATIONS CENTER ITCO .

SPECIFIC DUTIES INCLUDE: PROVIDE TIER 1 PHONE, ON SITE AND SERVICE DESK WINDOW WALK UP CUSTOMERS SUPPORT AND COORDINATION. TROUBLESHOOTS AND RESTORE ROUTINE TECHNICAL SERVICE AND EQUIPMENT PROBLEMS BY ANALYZING, IDENTIFYING AND DIAGNOSING FAULTS USING ESTABLISHED PROCESSES AND PROCEDURES.RECOMMENDS PROCESS IMPROVEMENTS FOR PROBLEM PREVENTION.
DOCUMENTS WORK FLOW IN TICKET MANAGEMENT SYSTEM.
MAINTAINS TECHNICAL INSTRUCTIONS FOR STANDARD PROCESSES.
EVALUATES MESSAGES FROM MONITORING TOOLS AND TAKES ACTION TO RESOLVE AND PREVENT IT INFRASTRUCTURE ISSUES.
ESCALATES PROBLEMS TO TIER 2 OR 3 AS REQUIRED.

PROVIDES SHIFT ROTATIONAL COVERAGE AS NEEDED 24X7 KNOWLEDGE OF IT INFRASTRUCTURE HARDWARE AND SOFTWARE.

KNOWLEDGE OF END USER TOOLS. KNOWLEDGE OF HPSM, HP OPENVIEW, OR SIMILAR TOOLS
GOOD ORAL AND WRITTEN COMMUNICATION SKILLS:  COMMUNICATE WITH CUSTOMERS TO DIAGNOSE AND RESOLVE PROBLEMS;
COMMUNICATE WITH INFRASTRUCTURE OPERATIONS IO ENGINEERING AND OPERATIONS PERSONNEL ON A TECHNICAL LEVEL.

ABILITY TO WORK UNDER TIME CONSTRAINTS. PROBLEM ANALYSIS AND ANALYTICAL SKILLS. ABILITY TO DOCUMENT WORK PROCESSES. 

Preferred

BACHELORS DEGREE IN COMPUTER SCIENCE, ENGINEERING, MATH, BUSINESS, OR RELATED FIELD OF STUDY; OR EQUIVALENT EDUCATION, TRAINING EXPERIENCE

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