Enterprise IT Incident & Support Analyst

Emergent Holdings, Inc.; Lansing (MI); On-site; USD 45,000 - 60,000; Full time

Job summary

Emergent Holdings, Inc. seeks a Systems Support Technician to manage incidents on enterprise IT equipment, including installation, maintenance, troubleshooting, and repair of hardware and software.

You will consult with vendors, management, and customers to analyze and troubleshoot systems, and provide documentation, workarounds, and solutions through training and clear communication. A high level of customer service and timely follow-through is essential.

Qualifications

• Associate degree in computer science field or related business field required.
• Three years minimum experience in an IT environment with business systems support.
• Six months of relevant customer service duties required.

Responsibilities

• Responds to and resolves call incidents.
• Documents client requests in ITSM Incident System and prioritizes workload.
• Provides internal and external system support for enterprise customers.
• Triages and troubleshoots client computing devices and peripherals.
• Assists with incident resolution via the ACD/phone system queue.
• Manages multiple priorities and meets service level agreements in a high production environment.
• Assesses impact of changes on information systems and workflows.
• Develops and maintains user references and support documentation.

Skills

Communication skills

Data analysis

Organizational skills

Technical documentation

Customer service

Problem solving

Attention to detail

Time management

Education

Associate degree in Computer Science or related field

Job description

Emergent Holdings, Inc. seeks a Systems Support Technician to manage incidents on enterprise IT equipment, including installation, maintenance, troubleshooting, and repair of hardware and software.

You will consult with vendors, management, and customers to analyze and troubleshoot systems, and provide documentation, workarounds, and solutions through training and clear communication. A high level of customer service and timely follow-through is essential.