IT Systems Support Analyst I - Incident & Helpdesk

Emergent Holdings, Inc.; Lansing (MI); On-site; USD 45,000 - 70,000; Full time

Job summary

Emergent Holdings, Inc. seeks a Systems Support Technician to lead incident management for enterprise IT equipment. You will install, maintain, troubleshoot, and repair hardware and software, and document issues and workarounds for customers and peers through training and clear communication.

You will assist vendors and customers, providing support and ensuring confidentiality. A strong customer-service focus and practical knowledge of IT systems are essential for success in this role.

Qualifications

• Associate degree in computer science or related field required. Combinations of education and experience may be considered.
• Minimum of three years in an IT environment with business systems support or relevant experience.

Responsibilities

• Responds to and resolves call incidents.
• Documents client requests in an ITSM system and prioritizes workload.
• Provides internal and external support to enterprise customers, agents and policyholders.
• Triages and troubleshoots client devices and peripherals.
• Manages multiple priorities to meet SLAs in a high production environment.
• Develops user references and documentation for clients.
• Maintains up-to-date technical knowledge of hardware and software.

Skills

Clear communication

Data analysis

Documentation

Technical aptitude

Customer service

Problem solving

Organization

Safety practices

Education

Associate degree in computer science or related field

Tools

ITSM Incident System

Job description

Emergent Holdings, Inc. seeks a Systems Support Technician to lead incident management for enterprise IT equipment. You will install, maintain, troubleshoot, and repair hardware and software, and document issues and workarounds for customers and peers through training and clear communication.

You will assist vendors and customers, providing support and ensuring confidentiality. A strong customer-service focus and practical knowledge of IT systems are essential for success in this role.