IR
IT Analyst II
Integrated Resources, Inc
- 🇺🇸 United States
- On-site
- Manager or above
- 1 day ago
- Incident Management
- MS Office
- Excel
- PowerPoint
- Outlook
- Windows
- Android
- Microsoft Intune
- Mac
1 day ago
Job Description:
Summary
Seeking an IT professional with advanced skills to provide high-touch customer service along with technical support to executive level and administrative support staff as necessary including problem recognition, research, isolation, resolution and follow through. Work cooperatively with cross-functional teams to provide technology support and services up to and including senior leadership.
Responsibilities
- Respond to, or create as needed, Incidents, Tasks or forms for all work performed or needed.
- Respond to and assist customers who reach out directly, making tickets for work performed.
- Function as a proactive resource, addressing IT issues ahead of when customers could be impacted by them wherever possible.
- Support hardware, software and/or services for approved desktop computing equipment, mobile devices and services, including installations and upgrades – as well as non-standard equipment for approved customers.
- Deploy and maintain mobile equipment such as smartphones and tablets, including personal equipment for some C-suite executives.
- Participate in on-call rotation supporting all executives, may be 24X7 for some C-suite executives.
- Identify recurring issues, document as Problems and escalate to appropriate personnel.
- Keep management informed of potential issues including those with customers.
- Represent technical bridge between technology groups and business units.
- Make recommendations for and implement improvement in processes and procedures.
- Understand and follow client’s processes (Incident Management, Request Fulfillment, Problem Management).
- Understand and apply the Priority Matrix. Strive to meet metric goals and avoid breaches.
- Performs other related duties as assigned by management.
Travel Requirements
- Minimal – Domestic as needed by customer(s). International travel is possible due to being part of a global team.
Hours of Work / Work Schedule / Flex-Time
- 40 hours/week with some after-hours on-call work expected.
Education Requirements
- Bachelor's Degree (minimum) or equivalent work experience and knowledge.
Work Experience
- Five plus years of experience in infrastructure and/or desktop support arena. C-suite experience preferred.
Requirements
- Advanced technical troubleshooting skills.
- Ability to function effectively and quickly in stressful situations / circumstances.
- Fast response time to customers.
- Strong customer service/soft skills.
- Ability to multitask and come up with innovative solutions to customer problems quickly.
- Strong remote support skills and familiarity with remote support tools.
- Outstanding interpersonal skills, able to explain IT matters in Client terms.
- Advanced knowledge of MS Office programs (Word, Excel, PowerPoint, Outlook, Teams), Windows and other client’s standard software and services.
- Strong mobile device technical troubleshooting skills (both iPhone and Android) and knowledge of how to perform data transfers and corporate configurations such as through Microsoft InTune.
- Knowledge of home network wireless infrastructure (setup and support) as well as home internet provider assistance (ex. Spectrum).
- Very strong attention to detail.
- Ability to work solo as well as with a team as a strong team player.
- Flexibility and adaptability.
- Creative problem-solving skills.
- Excellent organizational skills.
- Ability to build relationships, interact professionally and respectfully with all levels of the organization.
- Ability to accept and adapt to change, including support for new and non-standard items.
Desired Skills
- Experience with C-suite executives.
- Leadership skills.
- Detailed knowledge of troubleshooting Windows, Mac, and mobile devices.
- Prioritization and scheduling.
- Flexibility with work schedule.
- Ability to lead a project.
- Ability to follow direction and proactively seek guidance when needed.
- Previous experience working in a corporate environment, particularly with C-suite executives.
- Ability to manage own workload and set priorities with little supervision.
- Strong business ethics.
Soft Skills
- Positive attitude.
- Comfortable/Calm in high pressure environment.
- Self-discipline and motivation.
- Detail oriented.
- Results-oriented.
- Customer-service oriented.
- Ability and desire to learn new skills, accept and action feedback/coaching.
- Communicate verbally, in writing and through presentation to peers, supervisor and customers.
- Not afraid to seek help and ask questions to management chain for guidance.
IT Analyst II · Integrated Resources, Inc