Service Desk Analyst

Infojini Inc; Pontiac (MI); On-site; USD 42,000 - 66,000; Full time

Job summary

Infojini Inc. in Pontiac, MI seeks a dedicated IT support resource assigned to a customer team for application support.

You will assist county users in researching and troubleshooting incidents related to specific software applications, documenting findings for analysis, and collaborating with programmers and vendors on changes. This role serves as a liaison between customer departments and IT staff, helping identify hardware and software needs and contributing to process improvements within

Qualifications

• Good organization and analytical skills.
• Excellent written and verbal communication.
• Ability to research and troubleshoot incidents efficiently.

Responsibilities

• Assists county users in researching and troubleshooting incidents related to specific software applications.
• Maintains records of incidents for analysis to determine solutions.
• Participates in implementation, maintenance and modifications of applications with programmers and vendors.
• Acts as liaison between customer departments and IT staff and identifies hardware/software needs.
• Supports process re-engineering initiatives in operating departments.
• Uses county-wide and department-specific software to complete tasks.

Skills

Analytical skills

Organizational skills

Communication skills

Job description

• Resource will not work on service desk but be assigned to a particular customer team for application support with the below job description.
• Assists County users in researching and troubleshooting reported incidents relating to particular software applications while maintaining records of these incidents for further analysis to determine short and long term solutions.
• Participates in the implementation, maintenance and modifications of these software applications with programmers and/or vendors. Informs affected department users of modifications in procedures, reports, system capabilities and other related changes.
• Becomes the liaison between customer departments and IT staff as well as assists in the identification of department hardware and/or software needs.
• Initiates Information Technology determined process re-engineering methods in operating departments.
• Utilizes current county-wide and/or department specific software to complete assignments. Must have good organization and analytical skills and be an excellent communicator both written and verbally.

Additional Information

All your information will be kept confidential according to EEO guidelines.