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It Support Analyst (526730) Jobs
Company | California State University, Office of the Chancellor |
Address | Chiasson Office, New Brunswick, Canada |
Employment type | FULL_TIME |
Salary | |
Category | Higher Education |
Expires | 2023-05-10 |
Posted at | 1 year ago |
Description
- Establish a ticket in the appropriate ticketing system (e.g., ServiceNow, Remedy, and Altiris).
- Close tickets ensuring that all information-gathering fields are populated, and that resolution has been confirmed with the end user.
- Maintain, monitor, and follow through on turnover activity ensuring currency and accuracy.
- Analyze severity and establish priority based on predefined severity criteria.
- Troubleshooting first-level desktop service and selecting back-office operations.
- Evaluate user impact, resolve, attempt resolution, and escalate.
- Provide Infrastructure support in account services such as but not limited to handling active directory accounts, software licensing, and listserv updates.
- Provide feedback and status to end users by drafting and routing communications and announcements (e.g., bulletins, emails, etc.).
- Provide coverage for on-call support as required in accordance with ITS Support Center policies.
- Receive incoming requests for service and inquiries via telephone, email, chat, and /or in-person requests.
- Route the call to the appropriate technical resource(s) and/or coordinate communications between resources.
- Utilize ITSupport Center tools to resolve requests for service (e.g., knowledge management tools, written documentation, procedures, technical manuals, etc.).
- Escalate and/or notify assignee and management when requests for service are out of compliance.
- Document root cause analysis and evaluate final disposition.
- Confirm that tickets are in compliance with Service Level Agreements (SLAs) and other established criteria (e.g., the Severity Matrix).
- Coordinate communication among resources in order to achieve resolution.
- Ensure that all tickets are documented accurately, within guidelines, and on a timely basis.
- Create reports for internal management in order to evaluate vendor performance, determine frequency and type of problems, or determine root cause.
- Create automated reports to track service requests and ticket completion.
- Customer service with computer assistance via telephone, remote control, or on-location.
- Support wireless device handling and processing.
- Provide client support and guidance.
- Assist in computer software system reimage, application reinstall or pushes, and formatting.
- CSU system accounts: Teale, CO, and CMS campus-wide accounts
- Employee account creation and employee separation processes and overview.
- Assist in user account support services, including:
- Password reset, first-level trouble shooting, and email access issues.
- Active Directory accounts, including SharePoint, Long / short-term, and wireless
- Server and process validation during maintenance windows.
- Email distribution list and "listserv" trouble shooting, and migration.
- Assist in equipment and room planning, scheduling, setup, configuring, testing, monitoring, troubleshooting, and operating a variety of media presentation and delivery systems, including projectors, DVDs, CDs, laptops, microphones, speaker systems, Smartboards, web/video conferencing, internet-based communication, and other equipment.
- Coordinate and schedule video conferencing and web conferencing and associated account creation paperwork.
- Provide assistance for the Board of Trustees and other meetings at the CO and offsite locations, including lighting, recording, transcription, equipment setup and operation, and other support as required.
- Coordinate computer and equipment planning, setup, and installation instructions in order to ensure working compatibility at meeting rooms, hotels, and other offsite locations.
- This position requires a Bachelor's degree in computer information systems or a computer-related degree, or an equivalent combination of education and related experience.
- Flexibility and adaptability in regard to working different shifts are required.
- Two years of experience in Technical Customer Service or Help Desk required.
- Four years of experience in the computer-related area required.
- Solid written communication skills are necessary to provide accurate technical documentation.
- Works effectively and cooperatively with other team members to achieve goals and develop/maintain working relationships.
- Ability to communicate effectively with various users.
- Ability to quickly gather information from and disseminate information to the appropriate parties.
- Supports an environment that motivates others and builds morale.
- Uses effective communication and listening skills in order to work with others and problem-solve.
- Uses courteous phone manners with a focus on providing excellent customer service.
- Develops practical and thorough solutions to address all aspects of identified problems.
- Ability to assist in troubleshooting, including quickly identifying problems and acting appropriately.
- Identifies problems and uses appropriate sources to research technical problems.
- Ability to independently apply technical judgment to standard applications and systems.
- Attention to detail and solid organizational skills are necessary.
- Ability to track and document information between multiple parties.
- Ability to schedule and prioritize to meet deadlines.
- Experience in coordinating resource requirements.
- Ability to work independently with little supervision.
- Unix and Oracle experience desirable.
- Knowledge of common software application packages, equipment platforms, reference database systems and sources, and training methodologies is required.
- Broad range of experience required in PC software, hardware, and networking is required, including an understanding of LAN/WAN technologies.
- Macintosh experience is preferred.
- Proficiency in Microsoft Office Productivity Suite (Word, Excel, PowerPoint, and Outlook) required.
- Ability to use software-monitoring tools to remotely troubleshoot connectivity and system performance issues is desired (e.g., Bomgar, remote desktop, I3 , etc.).
- Experience supporting PeopleSoft/Oracle applications preferred.
- Two years experience using Service Center (i.e., Help Desk) problem tracking software required; ServiceNow preferred.
- Office technology equipment (PC, telephone, etc.).
- Audio-visual presentation equipment (projectors), web/multimedia conferencing, and other communication technology.
- Regular use of a personal vehicle for inter-site transportation.
- Experience in multi-site 7/24/365 environment preferred.
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