IT End User Support Analyst — 24/7 On-Call

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

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.