IT End User Analyst

Acro Service Corporation; Chattanooga (TN); On-site; USD 42,000 - 62,000; Full time

Job summary

Acro Service Corporation seeks an IT End User Analyst to provide Tier 1 call center, on-site and Service Desk support. The role includes troubleshooting, documenting workflows, and maintaining standard processes while escalating complex issues to Tier 2/3 as required.

The position may require 24x7 on-call coverage and travel as needed. Candidates should have a Bachelor's Degree in a related field and proven communication, problem-solving, and customer service skills in a fast-paced IT

Qualifications

• Bachelor's degree or equivalent education/experience in IT.
• Strong communication, problem-solving, and customer service in fast-paced tech environment.
• Willingness to be on-call 24/7 rotation and travel as required.

Responsibilities

• Provide Tier 1 phone, on-site and Service Desk support for walk-up customers.
• Troubleshoot and restore routine IT issues using established processes.
• Document workflows in Ticket Management System and maintain technical instructions.
• Escalate to Tier 2/3 as needed and participate in 24x7 coverage.

Skills

Communication skills

Problem solving

Customer service

Education

Bachelor's degree in CS/Engineering/Math/Business

Job description

The IT End User Analyst provides call center, network and production control support. Specific duties, in a developmental role 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)

Minimum Qualifications

Education and Experience/Certificates, Licenses, and Registration Requirements/Other Requirements

A Bachelor's Degree in computer science, engineering, math, business, or related field of study; or equivalent education, training & experience. Knowledgeable, through education or experience of 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. 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.

Candidates with prior IT support experience, technical certifications, or a degree in Information Technology, Computer Science, or a related field are strongly preferred. Successful candidates will demonstrate strong communication skills, problem-solving abilities, and a commitment to delivering exceptional customer service in a fast-paced technical environment.