Sr. IT Support Analyst
3 months ago
The Senior IT Support Analyst role is to ensure that the operations of the Service Desk standards are being met and that end users are receiving the appropriate assistance in a timely manner. This includes the responsibility of facilitating all procedures related to the identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, and coordination of Service Desk functions with other IT resources. The Senior IT Support Analyst will also contribute to problem resolution by providing Tier 1, Tier 2 and occasionally Tier 3 resolutions to our clients - primarily through remote intervention.
Essential Duties and Responsibilities include the following:
- College diploma or university degree in the field of business administration, computer science, or management information systems and/or 5 years related work experience.
- Proven experience in overseeing the design, development, and implementation of software and hardware solutions, systems, or products.
- Working knowledge of programming languages.
- Working knowledge of network and PC operating systems.
- Working knowledge of current network hardware, protocols, and standards. Working knowledge of software widely used by majority of employees.
- Pursue personal and professional development. Comply with E&O, legal and regulatory requirements.
- Ability to effectively coordinate and work with Applications and Infrastructure teams. Optimization of existing processes for best customer service.
- Adherence to the Service Level Agreements (SLA's) set in place between support and the business. Working knowledge of an ITSM application and workflow processes.
- Ability to provide IT Orientation to newly hired staff.
- College diploma or university degree in the field of computer science, information sciences, or related field and/or 5 years equivalent work experience.
- Certifications in appropriate IT applications and tools. Microsoft CNA and Office product certifications strongly desired. Exceptional knowledge of computer hardware.
- Deep-seated experience with desktop and server operating systems. Working knowledge of a range of diagnostic utilities.
- Proven track record of developing and providing Service Level Agreements and Service Desk deliverables. Solid relationship management and performance management skills.
- Ability to motivate and direct staff members and subordinates. Strong understanding of the organization's goals and objectives. Exceptional written and oral communication skills.
- Exceptional interpersonal skills, with a focus on listening and questioning skills. Strong documentation skills.
- Ability to conduct research into a wide range of computing issues as required. Ability to absorb and retain information quickly.
- Ability to present ideas in user-friendly language to non-technical staff and end users. Keen attention to detail.
- Proven analytical and problem-solving abilities.
- Ability to effectively prioritize and execute tasks in a high-pressure environment. Exceptional customer service orientation
- Experience working in a team-oriented, collaborative environment.
- Must possess strong interpersonal skills in written and verbal communication, planning and analysis.
- Manage the processing of incoming calls to the Service Desk via telephone, drop-in and e-mail to ensure courteous, timely, and effective resolution of end user issues.
- Design and enforce request handling and escalation policies and procedures.
- Establish and enforce Service Desk service level agreements in consultation with end users to establish problem resolution expectations and timeframes
- Coordinate hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications in conjunction with various IT resources.
- Implementing file backups, and configuring systems and applications in conjunction with various IT resources.
- Monitor and test fixes to ensure problems have been adequately resolved.
- Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
- Analyze performance of Service Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.
- Track and analyze trends in Service Desk requests and generate statistical reports through use of dedicated service system. Assess need for any system modifications (minor or significant) based on request trends and make recommendations.
- Develop and disseminate of help sheets, usage guides, and FAQ lists for end users in the Knowledge Base.
- Collaborate with other departments to identify and/or procure Service Desk software for internal staff and external clients.
- Conduct research on emerging products, services, protocols, and standards in support of help desk technology procurement and development efforts.
- Attend training seminars, conferences, and trade shows to broaden knowledge of current and future Service Desk issues and technologies.
- Liaise with vendors for the procurement of new systems technologies, oversee installation, and resolve adaptation issues. Oversee the development, implementation, and administration of service desk staff training procedures and policies.
- Comply with E&O, legal and regulatory requirements.
Other Qualifications:
Driving is a requirement for this position.
Physical Demands Required to Successfully Perform the Essential Job Duties:
While performing the responsibilities of the position, the employee is required to talk and hear. There is frequent need for the employee to stand, sit, walk, use repetitive small motor activity, use hands and fingers, and reach with hands and arms. The employee is occasionally required to climb or balance, and to stoop, kneel, crouch or crawl. The employee may also need to lift items occasionally. Vision abilities required by this job include close vision. While performing the duties of this job, the employee may be required to drive and travel unaccompanied in diverse weather conditions and to drive at night. This position requires a high energy level and the ability to handle stress-related situations on a daily basis. The noise level and climate in the work environment is moderate.
This job description is intended to convey information essential to understanding the scope of the position and it is not intended to be an exhaustive list of experience, skills, efforts, duties, responsibilities or working conditions associated with the position.
Ability to lift 5 to 25 pounds
Ability to sit for long periods of time
Walking, bending, sitting, reaching, and stretching in all directions
Repetitive hand movement, such as keyboarding, writing and operating calculator
TekRecruiter is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. TekRecruiter will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.
-
Analyst, Sr. Revenue Planning
4 weeks ago
Doral, United States Royal Caribbean Group Full timePress Tab to Move to Skip to Content Link Select how often (in days) to receive an alert: Analyst, Sr. Revenue Planning Journey with us! Combine your career goals and sense of adventure by joining our exciting team of employees. Royal Caribbean Group is pleased to offer a competitive compensation and benefits package, and excellent career development...
-
Sr. Analyst, Franchising, Burger King, US&C
4 weeks ago
Doral, United States 3300 Burger King Company, LLC Full timeSr. Analyst, Franchising, Burger King, US&C Ready to make your next big professional move? Join us on our journey to achieve our big dream of building the most loved restaurant brands in the world. Restaurant Brands International Inc. is one of the world's largest quick service restaurant companies with over $40 billion in annual system-wide sales and over...
-
Sr. Global Tax Operations Analyst
2 weeks ago
Doral, United States Royal Caribbean Group Full timeSr. Global Tax Operations Analyst Journey with us! Combine your career goals and sense of adventure by joining our exciting team of employees. Royal Caribbean Group is pleased to offer a competitive compensation and benefits package, and excellent career development opportunities, each offering unique ways to explore the world. The Royal Caribbean Group has...
-
Sr Financial Analyst, Capt Expenses
2 weeks ago
Doral, United States Royal Caribbean Group Full timeJourney with us! Combine your career goals and sense of adventure by joining our exciting team of employees. Royal Caribbean Group is pleased to offer a competitive compensation and benefits package, and excellent career development opportunities, each offering unique ways to explore the world. The Royal Caribbean Group has an exciting career opportunity for...
-
Senior Analyst, Brand Innovation
4 weeks ago
Doral, United States Royal Caribbean Group Full timeSenior Analyst, Brand Innovation Journey with us! Combine your career goals and sense of adventure by joining our exciting team of employees. Royal Caribbean Group is pleased to offer a competitive compensation and benefits package, and excellent career development opportunities, each offering unique ways to explore the world. The Royal Caribbean Group’s...
-
Senior Analyst, Brand Innovation
3 weeks ago
Doral, United States Royal Caribbean Group Full timeJourney with us! Combine your career goals and sense of adventure by joining our exciting team of employees. Royal Caribbean Group is pleased to offer a competitive compensation and benefits package and excellent career development opportunities, each offering unique ways to explore the world. The Royal Caribbean Group’s Celebrity brand has an exciting...
-
Technical Support Analyst
4 weeks ago
Doral, Florida, United States AHTGLOBAL Full timeJob OverviewPosition SummaryThe Technical Support Analyst plays a crucial role in enhancing and sustaining a superior level of client satisfaction by diagnosing and assisting in the resolution of customer inquiries. This position is accountable for documenting and monitoring all IT service requests and delivering tier 1 and 2 technical assistance. The...
-
Sr. Financial Analyst
2 weeks ago
Doral, United States Royal Caribbean Group Full timeJourney with us! Combine your career goals and sense of adventure by joining our exciting team of employees. Royal Caribbean Group is pleased to offer a competitive compensation and benefits package, and excellent career development opportunities, each offering unique ways to explore the world. The Royal Caribbean Group has an exciting career opportunity...
-
Sr Analyst, Business Development
2 weeks ago
Doral, United States Royal Caribbean Group Full timeJourney with us! Combine your career goals and sense of adventure by joining our exciting team of employees. Royal Caribbean Group is pleased to offer a competitive compensation & benefits package and excellent career development opportunities, each offering unique ways to explore the world. Position Summary: The position is responsible for assisting the...
-
Counter Threat Finance(CTF) Analyst
2 months ago
Doral, United States Amentum Full timeAmentum is seeking Experienced level Counter Threat Analysts, to support the Department of Defense (DoD) and other federal law enforcement agencies. These analysts’ efforts will directly and indirectly support the DoD in its mission to enable Government (USG) actions to disrupt and degrade national security threats posed by terrorism as well as the...
-
Lead, Newbuild Finance
4 weeks ago
Doral, United States Royal Caribbean Group Full timeLead, Newbuild Finance Journey with us! Combine your career goals and sense of adventure by joining our exciting team of employees. Royal Caribbean Group is pleased to offer a competitive compensation and benefits package, and excellent career development opportunities, each offering unique ways to explore the world. The Royal Caribbean Group has an exciting...
-
Lead, Newbuild Finance
3 weeks ago
Doral, United States Royal Caribbean Group Full timeJourney with us! Combine your career goals and sense of adventure by joining our exciting team of employees. Royal Caribbean Group is pleased to offer a competitive compensation and benefits package and excellent career development opportunities, each offering unique ways to explore the world. The Royal Caribbean Group has an exciting career opportunity for...
-
Business Analyst
1 month ago
Doral, United States CGC Group Inc. Full timeJob DescriptionJob DescriptionWe are looking for a Business Analyst to join our Doral office. This position will report to the Director Global Sourcing Solutions. As part of the Sourcing Technology team, the Business Analyst will provide the Sourcing teams at Corporate and the opco’s with support for the implementation of applications & solutions that...
-
Data Analyst
2 weeks ago
Doral, Florida, United States Xanterra Full time{"title": "Reporting Analyst", "description": "Job SummaryWe are seeking a detail-oriented Reporting Analyst to join our team at Windstar Cruises. As a key member of our Vacation Planning Department, you will be responsible for providing analysis and reporting to drive data-driven decision-making for inbound, outbound, and onboard sales operations.Key...
-
Marketing Analyst
4 weeks ago
Doral, United States Univista Insurance Full timeDigital Analyst to research and identify ways to build clients’ targeted audiences and paid media placements across multiple platforms. Responsibilities include, but are not limited to: tracking advertising costs, researching consumer behavior, creating targeted audiences, and exploring market trends and opportunities. The Digital Analyst will ensure...
-
Senior Financial Analyst
4 weeks ago
Doral, United States SENIOR SPIRIT OF ROSELLE PARK Full timeYou will play a key role in providing comprehensive financial analysis, strategic insights, and decision support to management. Provide analytical support to assess and monitor the performance of each property. Responsible for conducting complex financial modelling, analysing trends, and contributing as necessary to the organization’s overall financial...
-
Legal Business Analyst
4 weeks ago
Doral, United States Careerxchange Full timeJob DescriptionJob DescriptionJob Title: Business Analyst (Technology Department)Location: Doral, FLAre you a data-driven professional looking to make an impact in a dynamic, fast-paced legal environment? We’re seeking a skilled Business Analyst to play a crucial role in supporting strategic firm initiatives. This position will enhance operational...
-
Credit Risk Analyst
4 weeks ago
Doral, Florida, United States Legend Advance Funding Full timeCompany OverviewLegend Funding has been a leader in providing innovative financing solutions tailored for small enterprises since its establishment. We bridge the gap between the exorbitant fees associated with conventional cash advances and the prolonged, cumbersome approval processes typical of traditional bank loans. Our competitive rates, dedicated...
-
Financial Cost Analyst
4 weeks ago
Doral, Florida, United States Miami Children's Hospital Full timeJob Title: Cost Accounting AnalystJob OverviewAs a vital member of the finance team, the Cost Accounting Analyst is responsible for managing the Enterprise Decision Support patient database, ensuring the integrity of reference tables and daily import files. This role involves regular audits and reconciliations to maintain accurate financial records.Key...
-
Technical Analyst
2 weeks ago
Doral, Florida, United States VALID8 Financial Full time{"title": "Technical Analyst", "description": "Unlock Your Potential in a Fast-Paced Start-Up EnvironmentAre you passionate about technology and eager to tackle complex challenges? We're seeking a skilled Technical Analyst to join our Technology Team at VALID8 Financial, based in our Miami office.About the RoleAs a Technical Analyst, you will work alongside...