My client is looking to fill a 3 month (possibility of going longer) IT Support Analyst role. This client has a long demonstrated history of keeping people well beyond their intital contract end date.
Job Summary
The IT Support Analyst is responsible for assisting end-users' departments and individuals with 1st and 2nd level incident analysis and resolution and accurate logging of the incident in Service Now. The IT Support Analyst may provide support both in person as well as remotely. It is the responsibility of the IT Support Analyst to engage other teams as necessary and provide customer follow-up in a timely manner.
Primary Duties and Responsibilities
Support
Provides support to all IT teams with project implementation and rollout.
End user training on new technologies, policies, and procedures.
Provides support for LAN/WAN and Azure based PC's on both the operating system, network, and applications. Documents all requests for assistance by logging all calls in Service Now.
Performs upper level problem management of user, pc, phone, and software issues when Level 1 support teams are unable to resolve.
Provides printer support including troubleshooting and resolving all facets of printing issues.
Provides support for business-critical manufacturing and logistics systems, as well as support for R&D and lab operations
Assist with assimilation and end user training for all new end user technologies.
Technical
Provides technical consultation and support to customers in the use of industry standard PC hardware and software.
Assists in the roll out of new PC's and end user setup. Proficiency with imaging tools, Azure AD, O365, One Drive and Teams.
Proficient with end user management tools.
Performs PC and phone moves/adds/changes.
Performs AD maintenance on a regular basis.
Maintenance
Maintains high level of incident resolution without breaching designated SLA's.
Maintains relationships with internal and external IT customers measuring client satisfaction and recommending appropriate steps to enhance IT customer satisfaction.
Monitors and updates incidents logged in the Service Now ticketing system.
Be available for travel to remote Spectrum Brands locations for routine project and on-site support.
Education and Experience Profile
Bachelor's degree in Information Services objectives or equivalent experience.
Minimum 5 years of information services experience.
Minimum 5 years customer service experience
Required Skills
Proficient in Windows operating systems
Proficient in the Microsoft O365, Teams, OneDrive
Proficient in the use of administrative tools (Active Directory, Azure AD, Grep, Mobi Control)
Proficient on PC hardware, printers, and RF devices.
Knowledge of Service Now ticketing system
Knowledge of the MAC operating system
Excellent communication, organization, and customer service skills required
Proficient in end user wireless networking and troubleshooting.
Strong interpersonal and team skills
Ability to lift 20 lbs.
Work Environment:
Working conditions are normal for an office environment.
The above information on this description has been designed to indicate the general nature and level of work performed by employees within this job/classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.
Spectrum Brands is an Equal Employment Opportunity/Affirmative Action employer.
Beacon Hill is an Equal Opportunity Employer that values the strength diversity brings to the workplace.
Company Profile:
Beacon Hill Technologies, a premier National Information Technology Staffing Group, provides world class technology talent across all industries utilizing a complete suite of staffing services. Beacon Hill Technologies' dedicated team of recruiting and staffing experts consistently delivers quality IT professionals to solve our customers' technical and business needs.
Beacon Hill Technologies covers a broad spectrum of IT positions, including Project Management and Business Analysis, Programming/Development, Database, Infrastructure, Quality Assurance, Production/Support and ERP roles.
Learn more about Beacon Hill Staffing Group and our specialty divisions, Beacon Hill Associates, Beacon Hill Financial, Beacon Hill HR, Beacon Hill Legal, Beacon Hill Life Sciences and Beacon Hill Technologies by visiting www.beaconhillstaffing.com.
