IT Support Analyst

2 weeks ago

Pittsburgh, United States NESCO Inc Full time

Position Title: Site IT Support (SIS) Analyst II

SBU/Staff Dept: Corporate IT

Job Function:
The Site IT Support job family forms the Site IT Support track within the IT function. Positions in this family provide Infrastructure support to end-users at *** locations. They work with centralized IT teams to deliver new solutions and support the existing standards.

Responsible for providing day-to-day technical support to employees for a range of hardware and software related systems. Responds to and diagnoses problems through discussion with users, which includes troubleshooting, fault rectification and problem escalation. Provides effective and timely resolution of users' problems, queries or complaints. Assists in hardware and software evaluation and recommends upgrades or improvements to IT infrastructure.

Position Description
Individuals in this job position perform work at the entry level within this job family. Site IT Support (SIS) Analyst II are business, function, or process specialists and can be technology generalists or specialists. Demonstrates the ability to clearly express ideas, risks both verbally and written, in a positive and effective manner to their supervisor and team members, and business stakeholders. Effective in communicating status to the team. Demonstrates confidence and active listening to confirm understanding of the customer needs to support the deliverable. They act within well-defined policies and procedures and can explain them to others with supervision. Normal focus is on existing products or processes.

Site IT Support (SIS) Analyst II is seen as an individual contributor within their team. They are competent at managing their time, have interpersonal and collaboration skills. They do not manage other individuals and are typically closely managed. The decisions they make impact their team or specific area of support. As an individual contributor they are considered a member of a group or team focused on delivering business goals by follow structured processes and procedures to deliver results. They will work on small, isolated tasks where they are solely responsible for the work, or on small, specific teams -
contribution is measured by their ability to complete the work assigned to them or their overall team to deliver results. The impact of their contribution increases as their tasks are more significant/critical-path in nature or because the team is relying on the person to complete their tasks to complete an overall goal.

Key Responsibilities
Onsite Technology Support provides in-person assistance to employee end users including:
Responds to telephone calls, emails, and personnel requests for technical support.
Provide support to end users on a variety of issues. Identifies, researches, and resolves technical problems.
Maintaining and troubleshooting a range of user problems including PC hardware/software/LAN and voice network
Diagnosing problem source through discussions with users and coordinating with internal IT organization support and operations groups and/or with vendors to resolve problems
Acquiring, installing, and upgrading PC components and software and planning for/responding to service outages and other problems
Training users on use of new technology and software
Performs pro-active monitoring of ***'s computer systems through appropriate tools.
Documents, tracks, and monitors problems to ensure timely resolutions.
Participates in various IT projects working with internal and external teams.
Support a small Site(s) within country - oversight of up to 200 IT end users, no direct reports

Qualifications
A 4-year degree in Computer Science, Engineering, or related discipline is preferred. A degree would give them the opportunity to be hired FT down the road if headcount allowed and for the right fit.
Strong interaction and interpersonal skills specifically listening, providing guidance,
Strong analytical abilities to quickly resolve technical problems, evaluate alternative approaches and to recommend the most feasible and economical solutions.
Follow company standards and apply policies consistently.
Strong verbal communication skills, including the ability to document operations procedures
A Fluency in English

Schedule:
Monday-Friday first shift hours. 40 hours/week. Start and end time are flexible. No mandatory OT.

*Opportunity to be converted or assignment extended for the right fit and as headcount allows.

Nesco Resource provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

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