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Job Details

 

IT Technical Support Analyst (Contract)

Location: Amherst Ohio Country: United States of America
 

Our client has an opportunity for an IT Technical Support Analyst in Amherst.

This is a 6-12 month contract, and the hours will be from 11:00am-8:00pm.

ESSENTIAL JOB DUTIES & RESPONSIBILITIES

  • Provide first point of contact on escalated concerns.
  • Respond to requests for technical assistance in person, via phone, electronically.
  • Advise users on appropriate actions. Follow standardized operating procedures.
  • Log all help desk interactions and provide initial documentation for knowledge article creation.
  • Administer help desk software.
  • Redirect problems to appropriate resources.
  • Identify and escalate situations requiring urgent attention.
  • Prepare activity reports.
  • Stay current with system information, changes and updates.
  • Create knowledge articles as appropriate.
  • Other duties as assigned.

EDUCATION & EXPERIENCE REQUIREMENT

Detail-oriented, self-starter with strong communication and organizational skills. The successful candidate will have a proven ability to multi-task and work collaboratively as well as independently in a dynamic environment.

Additional qualifications are as follows:

  • Associate's degree or 2 years of college coursework required; Bachelor's degree in computer-related discipline preferred.
  • Additional experience may substitute for education.
  • At all times works with a sense of urgency and commitment to understand business partners urgency and impact of concerns.
  • Meet or exceed service level agreements when dealing with incident, change, or problem management.
  • Contribution to continuous improvement programs.
  • Additional key competencies include problem solving, root cause analysis, and creating a trusting environment.
  • Effective oral and written communication skills, learning skills, customer service orientation, problem analysis, problem-solving, adaptability, planning and organizing, attention to detail, participant in continuous improvement, stress tolerance.
  • Basic understanding of business systems ERP systems like SAP functionality is a plus.
  • Candidate may require working non-standard hours, weekends, or on-call duties.
  • Basic understanding of Scripting technologies such as PowerShell, Windows Scripting Host and KIX.

Posted Date: 21 Aug 2019 Reference: JSSLP-SUPPORT Employment Business: Beacon Hill Staffing Group Contact: Sandy