Staffing - IT Analyst II

TALENT Software Services; Charlotte (NC); On-site; USD 55,000 - 83,000; Full time

Job summary

Magnit is seeking an IT professional to provide high-touch customer service and advanced technical support to executive level staff in a fully in-person role in the Charlotte, NC area. The position requires responding to incidents, deploying hardware and software, and collaborating with cross-functional teams to resolve issues quickly.

The ideal candidate has a Bachelor’s degree (or equivalent experience), 5+ years in infrastructure/desktop support, and strong MS Office and Windows expertise.

Qualifications

• Bachelor's Degree (minimum) or equivalent work experience
• Advanced technical troubleshooting skills
• Strong customer service/soft skills
• Ability to multitask in a fast-paced environment
• Experience with remote support tools and MS Office applications
• Familiarity with Windows and Corning standard software and services
• Experience supporting C-suite executives a plus
• Strong written and verbal communication skills

Responsibilities

• Respond to incidents, tasks, or forms for IT work performed
• Provide high-touch customer service and technical support up to executive level
• Deploy and support hardware, software, and services on desktop and mobile devices
• Participate in on-call rotation for executives
• Identify recurring issues and document as Problems for escalation
• Maintain awareness of potential issues and communicate with management
• Bridge between technology groups and business units
• Recommend process improvements and follow Corning procedures
• Support home network and mobile configurations including InTune

Skills

Advanced troubleshooting

Customer service

Multitasking

Remote support

Interpersonal skills

Client communication

Team collaboration

Change adaptability

Education

Bachelor's degree (minimum)

Tools

MS Office suite

Windows OS

Microsoft InTune

Remote support tools

Job description

MAX BILL RATE: ***/hour

Number of Positions: 2

Scope/Purpose of Position

Seeking an IT professional with advanced skills to provide high-touch customer service along with technical support to executive level and administrative support staff as necessary including problem recognition, research, isolation, resolution and follow through. Work cooperatively with cross-functional teams to provide technology support and services up to and including senior leadership. This position is fully in-person.

Responsibilities

• Respond to, or create as needed, Incidents, Tasks or forms for all work performed or needed.
• Respond to and assist customers who reach out directly, making tickets for work performed.
• Function as a proactive resource, addressing IT issues ahead of when customers could be impacted by them wherever possible.
• Support hardware, software and/or services for approved desktop computing equipment, mobile devices and services, including installations and upgrades - as well as non-standard equipment for approved customers.
• Deploy and maintain mobile equipment such as smartphones and tablets, including personal equipment for some C-suite executives.
• Participate in on‑call rotation supporting all executives, may be 24X7 for some C-suite executives.
• Identify recurring issues, document as Problems and elevate to appropriate personnel
• Keep management informed of potential issues including those with customers
• Represent technical bridge between technology groups and business units
• Make recommendations for and implement improvement in processes and procedures
• Understand and follow Corning processes (Incident Management, Request Fulfillment, Problem Management)
• Performs other related duties as assigned by management
• Understand and apply the Priority Matrix. Strive to meet metric goals and avoid breaches.

Travel Requirements

Minimal - Domestic as needed by customer(s). International travel is possible due to being part of a global team.

Hours of Work / Schedule

40 hours/week with some after-hours on‑call work expected.

Education Requirements

Bachelor's Degree (minimum) or equivalent work experience and knowledge

Work Experience

Five plus years of experience in infrastructure and/or desktop support arena. C-suite experience preferred.

Requirements

• Advanced technical troubleshooting skills
• Ability to function effectively and quickly in stressful situations / circumstances
• Fast response time to customers
• Strong customer service/soft skills
• Ability to multitask and come up with innovative solutions to customer problems quickly.
• Strong remote support skills and familiarity with remote support tools
• Outstanding interpersonal skills, able to explain IT matters in Client terms
• Advanced knowledge of MS Office programs (Word, Excel, PowerPoint, Outlook, Teams), Windows and other Corning standard software and services
• Strong mobile device technical troubleshooting skills (both iPhone and Android) and knowledge of how to perform data transfers and corporate configurations such as through Microsoft InTune.
• Knowledge of home network wireless infrastructure (setup and support) as well as home internet provider assistance (ex. Spectrum)
• Very strong attention to detail
• Ability to work solo as well as with a team as a strong team player
• Flexibility and adaptability
• Creative problem‑solving skills
• Excellent organizational skills
• Ability to build relationships, interact professionally and respectfully with all levels of the organization
• Ability to accept and adapt to change, including support for new and non-standard items.

Desired Skills

• Experience with C-suite executives
• Leadership skills
• Detailed knowledge of troubleshooting Windows, Mac, and mobile devices.
• Innovative and creative problem‑solving skills
• Prioritization and scheduling
• Flexibility with work schedule
• Ability to lead a project
• Ability to follow direction and proactively seek guidance when needed
• Previous experience working in a corporate environment, particularly with C-suite executives.
• Ability to manage own workload and set priorities with little supervision
• Strong business ethics

Soft Skills

• Positive attitude
• Comfortable/Calm in high pressure environment
• Self‑discipline and motivation
• Detail oriented
• Results‑oriented
• Customer‑service oriented
• Ability and desire to learn new skills, accept and action feedback/coaching
• Communicate verbally, in writing and through presentation to peers, supervisor and customers
• Not afraid to seek help and ask questions to management chain for guidance

• This position does not support immigration sponsorship.

We prohibit discrimination on the basis of race, color, gender, age, religion, national origin, sexual orientation, gender identity or expression, disability, or veteran status or any other legally protected status.

This is the pay range that Magnit reasonably expects you to pay someone for this position, however, as a supplier your expected pay range may differ: ***/hr.-***/hr. Benefits: It is recommended that employers include a general description of any health or compulsory benefits for compliance with Pay Transparency laws.