Information Technology Analyst
2 weeks ago
Seneca Global Services, LLC is part of the Seneca Nation Group (SNG) portfolio of companies. SNG is the federal government contracting business wholly owned by the Seneca Nation. SNG meets mission-critical needs of federal civilian, defense, and intelligence community customers across a variety of domains. The SNG portfolio receives shared services support from its parent company Seneca Holdings and is comprised of multiple companies that participate in the Small Business Administration 8(a) program. To learn more visit www.senecanationgroup.com and follow us on LinkedIn.
The Seneca Nation Group companies offer competitive compensation and a strong benefits package including comprehensive medical and dental care, matching 401K, paid time off, flexible spending accounts, disability coverage, and other benefits that help provide financial protection for you and your family. We pride ourselves on our collaborative work environment and culture which embraces our mission of providing financial and non-financial benefits back to the members of the Seneca Nation.
{{Short description of contract and customer}}
Seneca Global Services, LLC is seeking a Information Technology Analyst in El Segundo, CA. The Information Technology Analyst has the primary responsibility for several layers of support. This includes but is not limited to Tier I support, application support and network troubleshooting. The role of the Information Technology Analyst is the first level of escalation for issues related to critical and non-critical production applications before taking an issue to Tier II.
Responsibilities include, but are not limited to:
- Monitoring and maintaining assigned service tickets on a daily basis.
- Adhere to the departments published SLAs as it relates to review and proper escalation of tickets based on severity of tickets and priority level.
- Ensures that Service Requests that cannot be resolved are properly routed/escalated to right level of support required to remediate the issue in a timely manner and in accordance with our Service Level Agreements (SLAs).
- Address/resolve IT incidents/service request and/or escalate to the appropriate upper Tier IT teams when necessary; promptly enter/prioritizes/track/monitor/update and follow-up/ close all tickets received, telephone calls and/or personnel "walk-ups"
- Provides answers to Frequently Asked Questions or solutions to common issues as part of a customer self-help capability utilizing the knowledge base.
- Collects information from callers and ensure that tickets are promptly and accurately documented in the IT ticketing system.
- Provides initial troubleshooting of bank associates technical problems with the goal of immediate problem resolution. This initial and prompt technical troubleshooting allows the problem to be fixed immediately or assigned to a higher level technician for resolution.
- Communicates with customers after tasks are completed to ensure the service delivery results were satisfactory, efficiently delivered, and consistent with policies and procedures.
- Tracks workloads, reassesses tasks frequently, and adjusts priorities as needed to successfully balance between routine duties, addressing priority tasks, and performing specific assignments so that customer requests are effectively prioritized based on need, and IT staff time is used efficiently.
- Troubleshoot and diagnose application issues.
- Log and identify trends and multi-user impacts.
- All tier I troubleshooting the technician must collect all relevant information before escalating to tier II support.
Basic Qualifications:
- 3 to 5 years of relevant experience
- Solid problem-solving skills in order to be able to immediately research, diagnose, and implement effective solutions
- Excellent verbal and written communication skills with the ability to communicate effectively to technical and non-technical users.
- IT experience and knowledge is required
- Able to work on multiple assignments
- Effective problem-solving skills
- Proven analytical skills
- Detail oriented
- Highly productive in a fast-paced environment
- Ability to multitask
- Excellent organization skills
- Excellent writing skills
- Results driven and team oriented
- Active Top Secret clearance
Diversity, Equity & Inclusion Statement:
The Seneca Holdings family of companies is committed to building an inclusive work environment that encourages, supports, and celebrates the diversity of our employees. We recognize that an inclusive corporate culture improves how we support our customers and also improves the collective impact we can make in our communities.
Equal Opportunity Statement:
Seneca Holdings provides equal employment opportunities to all employees and applicants without regard to race, color, religion, sex/gender, sexual orientation, national origin, age, disability, marital status, genetic information and/or predisposing genetic characteristics, victim of domestic violence status, veteran status, or other protected class status. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leave of absence, compensation and training. The Company also prohibits retaliation against any employee who exercises his or her rights under applicable anti-discrimination laws. Notwithstanding the foregoing, the Company does give hiring preference to Seneca or Native individuals. Veterans with expertise in these areas are highly encouraged to apply.
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