Position: End User Services Analyst Term: 6-months, with potential conversion Location: Thomasville, GA
Description
Serves as a personalized support liaison between the IT department and C-Suite level executives, customers from the business units, and IT resolver/fulfiller groups to resolve semi-complex application and/or hardware incidents. Essential functions include, but are not limited to installing, troubleshooting and repairing end user computing hardware such as laptops, desktops, printers, mobile devices, audio visual equipment and other related peripheral hardware. This position will also provide support of the current software portfolio and partner with application owners/resolver groups when needed.
This position requires an individual who is passionate about technology and is excited about the impact of emerging technologies and providing high levels of customer service. This high-energy and passionate individual should have the ability to build a sense of trust and rapport to engage in a comfortable and effective workplace where team collaboration leads to innovation and higher productivity.
The primary day to day focus in this role will be providing personalized on-site or remote hardware and software support to internal and external customers of the client and its subsidiaries. This individual will work within the ITSM toolset to manage incidents and services requests as needed based on agreed upon service level agreements.
Responsibilities
Responsible for analyzing and solving computer-related incidents with laptop/desktop computers, mobile devices, printers, and other peripheral equipment.
Engage withemployees, contractors, vendors and other teams for support when necessary.
Serve as the End User Services team liaison between client and managed service provider(s).
Analyze, troubleshoot, and resolve complex problems with applications and hardware.
Accurately document all work in the ITSM toolset.
Prioritize incidents, service requests, and tasks based on service level agreement criteria or as directed and with minimum direct supervision of the Manager of End User Services.
Assist users in identifying hardware/software needs and provide advice regarding current options, policies, and procedures.
Create and maintain standard documentation to support all End User Services related processes.
Play an active role in championing and developing new End User Services processes and procedures.
Setup and configure company provided computer and mobile devices under the current End User Services imaging and/or configuration standards.
Participate in project meetings to represent the End Users Services team to ensure operational and (HOTS) hand-over-to-support is completed prior to project go-live.
In an as needed basis, obtain ownership of Service Desk incidents and service requests to ensure resolution in a timely resolution.
Conduct training in the use of equipment and software allowing internal/external customers to become increasingly self-sufficient.
Follow and assist in enforcing computer/electronic communications policies and procedures.
If necessary, travel and provide personalized on-site support at client facilities or at planned offsite meetings.
Participate in the communications of high impacting incidents and high-risk changes to the corporate/business stakeholders.
Collaborate with the End User Services team on the restoration of service as quickly as possible with minimal impact to the customer organization within agreed service level targets.
Engage and ensure proper coordination, communication, and collaboration for Priority 1 and 2 incidents, up to and including all visible customer impacting events.
Work with all resolver groups within IT to manage all incidents as needed to manage aged tickets to service expectations.
Engage in improvement initiatives for Incident and Service Request practices.
Ensures adherence to the appropriate systems, policies, procedures and controls that are in place to support sound, legal practices in support of the strategic direction of the business.
Ensure compliance with all company policies and procedures (EEO, Sexual Harassment, Sarbanes - Oxley, Safety, etc.)
Perform other duties which are deemed to be an integral part of the position, including but not limited to fulfillment of work schedules, adherence to attendance policies, and other applicable operating rules, policies and procedures.
Job Functions and Requirements
Valid driver's license.
Authorization to work in the United States. Ability to move or travel to all areas of office, plants, and company related facilities.
Ability to generate written communication, as well as read and analyze correspondence. Ability to use computer, application software, and other office equipment. Ability to perform basic computer operations.
Strong collaborator with cross-functional teams from tech, design, and business.
Proven knowledge of standard product information technology practices, technology and supporting industry principles.
Understanding and knowledge of various roles within the client and how they interact with product offering.
Relevant technical skills to support product management activities, data collection, etc., as needed
Strong communication skills with ability to communicate complex technical concepts and align organization on decisions
Sound problem-solving skills with the ability to quickly process complex information and present it clearly and simply
Utilizes team collaboration to participate in innovative solutions efficiently.
Brings a high-energy and passionate outlook to the job and can influence those around her/him
Speech and hearing abilities that allow the individual to communicate clearly and distinctly in English (in person and via telephone) and/or other language, if required. Strong communication skills with a proven ability to understand key concepts and communicate effectively with technical staff, business stakeholders, and senior management. Proven ability to communicate technical concepts to non-technical people to enhance understanding and drive decisions that lead to positive outcomes.
Ability to attend work on a regular and consistent basis.
Strong organizational skills, the ability to perform under pressure and manage multiple priorities with competing demands for resources. Strong analytical, data-processing and problem-solving skills.
Desired Experience
ITIL Service Management understanding and certification
Minimum of 5 to 8 years related IT support experience
General knowledge of ERP systems, databases, operating systems and network operations equipment
Excellent presentation, project management, problem solving, training/coaching and conflict resolution skills
Skilled at communicating and facilitating discussions with senior level management and key stakeholders
Experience with ServiceNow platform as a service management software recommended.
Bachelor's degree in Computer Science, or a closely related field or equivalent work experience
Equal Employment Opportunity
MATRIX is committed to providing a work environment that values diversity, equity, inclusion and respect. We do not discriminate based upon race, religious creed, color, national origin, ancestry, physical or mental disability, medical condition, genetic information, marital status (including registered domestic partnership status), sex (including pregnancy, childbirth, lactation and related medical conditions), gender (including gender identity and expression), age (40 and over), sexual orientation, military and veteran status and/or any other characteristic protected by federal, state or local law.
MATRIX is committed to providing access and reasonable accommodations for qualified individuals with disabilities. Supporting medical or religious documentation will be required where applicable. If you are a qualified individual with a disability, you may request a reasonable accommodation under the American Disability Act (ADA) by emailing MATRIXHR@MatrixRes.com. To ensure a quick response to your request, please use the words "Accommodation request" as the subject line of your email.
For hourly W2 contract roles MATRIX offers a highly competitive benefit package including Medical, Dental, Vision, Life, Disability, HSA, and 401(k) with pre and post-tax options. Please see MatrixRes.com/Benefits for more information. For direct hire placement with our clients, benefits will be offered in accordance with that particular client's offerings. This may include PTO, Medical, Dental, Vision, 401K and other pre and post-tax options.
