Information Technology Support Analyst

Acro Service Corp; Chattanooga (TN); On-site; USD 65,000 - 85,000; Full time

Job summary

Acro Service Corp IT End User Analyst provides Tier 1 call center, on-site and Service Desk Window support in the ITCO. You will troubleshoot routine issues, coordinate with IO engineering, and document workflows in the ticketing system.

The role requires 24x7 shift coverage, escalation to Tier 2/3 as needed, and maintaining technical instructions for standard processes while supporting incident, problem, and deployment change management.

Qualifications

• Bachelor’s Degree in computer science, engineering, math, business, or related field of study; or equivalent education, training & experience.
• Four or more years experience in IT infrastructure technologies such as networking, client-server architectures, servers/desktops OS, databases, virtualization, storage, messaging, etc.
• Proven performance in terms of user satisfaction, adherence to quality standards and timely completion of assignments.
• Must qualify for and maintain a Sensitive clearance or equivalent security clearance.
• Willingness to assume on-call rotational assignments including 24x7 availability.
• Travel as required to carry out project work or temporary duty at other sites.

Responsibilities

• Provide Tier 1 phone, on-site and Service Desk Window support.
• Troubleshoot and restore routine technical service problems using established processes.
• Document work flow in Ticket Management System.
• Maintain technical instructions for standard processes.
• Evaluate messages from monitoring tools and escalate issues as needed.
• Provide 24x7 shift rotational coverage as required.

Skills

IT infrastructure

Networking

Desktop OS

Servers

Communication skills

Stress management

Analytical skills

Education

Bachelor's Degree in Computer Science / related field

Tools

HPSM

HP-OMU

SolarWinds

Event Monitoring tools

Job description

The IT End User Analyst provides call center, network, and production control support in the consolidated IT Customer Operations Center (ITCO). Specific duties include:

• Provide Tier 1 phone, on-site and Service Desk Window (walk-up customers) support and coordination.
• Troubleshoots and restore routine technical service and equipment problems by analyzing, identifying and diagnosing faults using established processes and procedures.
• Recommends process improvements for problem prevention.
• Documents work flow in Ticket Management System.
• Maintains technical instructions for standard processes.
• Evaluates messages from monitoring tools and takes action to resolve and prevent IT infrastructure issues. Escalates problems to Tier 2 or 3 as required.
• Provides shift rotational coverage as needed (24x7)
• Working knowledge and understanding of:
• HPSM, HP-OMU, Solar Winds, or similar Event Monitoring tools.
• Proficient knowledge and understanding of :
• IT Infrastructure hardware and software
• End-user tools and equipment
• ITCO Processes: Incident, Problem and Deployment Change Management
• Must possess:
• Good Communication skills: (1) Ability to communicate with customers to diagnose and resolve problems; (2) communicate with Infrastructure Operations (IO) engineering and operations personnel on a technical level.
• Ability to work under pressure.
• Problem analysis and analytical skills.

Minimum Qualifications

• A Bachelor’s Degree in computer science, engineering, math, business, or related field of study; or equivalent education, training & experience.
• Four or more years experience, in one or more IT infrastructure technologies such as networking, client server architectures, server and desktop operating systems, databases, server virtualization, storage area networks, messaging, etc.
• Proven performance in terms of user satisfaction, adherence to quality standards and timely completion of all key aspects of assignments.
• Must be able to qualify for and maintain a Sensitive clearance, or equivalent security clearance.
• Must be able and willing to assume on-call rotational assignments which may include 24-hour on 7-day per week availability.
• Travel as required to carry out project work or perform temporary duty at other than home-based site which supports both internal and external business on the schedule and shift requirements of those businesses.