IT Service Desk Analyst

• Respond to telephone, email and helpdesk requests for technical support using Zoom and ServiceNow.
• Document, track, and monitor problems to ensure timely resolution.
• Maintain knowledge of commonly-used concepts, practices, and execute procedures accordingly.
• Successfully troubleshoot issues, both independently and in collaboration, with all available technical resources.
• Oversee and troubleshoot system related issues in coordination with local and field resources.
• Monitor, analyze, and respond to system hardware and software faults and failures, including but not limited to:  IBM iSeries, Wintel servers, network devices, and the applications associated with these systems.
• Identify, research, and resolve Level 1 technical issues.
• Escalate technical issues that are beyond Level 1 in a timely manner.
• Be responsible for the backup, recovery and tape management for AS/400 (iSeries) and Wintel Servers, utilizing the appropriate software tools (e.g. Commvault).
• Contribute to the documentation and maintenance of all computer system configurations, processes and procedures, according to established standards and policies.
• Support and maintain user account information, including rights, security and system groups.
• Analyze trouble ticket data to proactively identify improvement opportunities.
• Evaluate new technologies for potential applicability.
• Additional duties as assigned

Minimum Requirements:

• Bachelor's Degree or equivalent experience
• 2+ years work experience or equivalent preferred

Minimum Work Experience:

• Have some familiarity with an IT ticketing system and knowledge base 
• ServiceNow experience preferred
• Previous customer service experience.
• Previous experience with distribution center systems (WMS, TMS, etc.) helpful.
• Experience working with PC/MAC and Windows Server systems with one or more of the following operating systems in an enterprise environment; Windows 7, 10, Windows Server 2008, 2012, 2016
• Experience providing support for an ERP system in an enterprise environment preferred; SAP, Red Prairie, SharePoint, Manhattan
• Experience working with IBM iSeries preferred

Knowledge and Skills:

• Comprehensive ability to work effectively as a team member or as a respected team leader.
• Considerable up-to-date knowledge of computer and networking hardware and software
• Able to provide application support to our user community using remote support tools.
• Considerable skills in creating and maintaining user self-help, technical and procedural documentation.
• Considerable skills in conveying knowledge to users, peers and management regarding products.
• Ability to solicit ideas from others and provide constructive technical feedback.
• Strong interpersonal communication and collaboration skills.
• Excellent time management and the ability to prioritize work effectively.
• Communicates, both oral and written, effectively with the management groups, end users, customers, and technical staff.
• Ability to follow detailed instructions to solve common problems.
• Focus on excellent customer service and needs of the user community.
• Reliable and cooperative team player; displays consideration and respect for others.
• Displays tact, patience, and the ability to handle stressful situations while demonstrating a sense of urgency.
• Demonstrates competence and character that inspires trust.
• Independently and proactively communicates issues, priorities, and objectives.
• Organized with a strong attention to detail.
• Able to anticipate, identify, and solve critical problems.
• Ability to thrive in a dynamic, fast-paced, demanding environment.

Additional Responsibilities:

• Able to travel to offsite locations within continental USA.
• Must be able to lift up to 35 pounds of equipment, some twisting and turning with equipment installs.
• Provide after hours, Weekends and holidays support when needed (flexibility of shift).