IS&S Support Center Analyst

This position provides remote technical support for various hardware and software
applications across the enterprise. This position is the initial customer contact for issues within the organization and provides support as a mentor for the Support Center Analyst. Role model and
demonstrate the company’s core values of respect, honesty, integrity, diversity, inclusion and safety of others.

• Provide technical
  support via phones and/or other media as required.

• Complete and
  document all calls in the form of Service Tickets.

• Escalate and
  monitor tickets through IS&S support layers to issue resolution. Dispatch
  vendors or division contacts as required for on-site repairs.

• Analyze and
  determine the magnitude of incidents and escalate to management any identified
  trends affecting our customers to reduce overall incidents to customers.

• Assist with the
  training and development of other team members.

• Perform select
  advanced level functions under the direction of an Operational Analyst.

• Clearly
  communicate technical analysis and resolution through written documentation
  within knowledge base.

• Perform
  Administrative division support (SAP) requests for new equipment and users
  account needs.

• Must be able to
  perform the essential functions of this position with or without reasonable
  accommodation.

Minimum Position Qualifications:

• 1 year + Support
  Center Analyst experience.

• Strong customer
  service background.

• Excellent
  communication and presentation skills to effectively communicate information to
  customers and to all levels within the organization.

• Must be able to work
  a 8 hour shift between 8am-8pm and weekends when required.

OTHER SKILLS THAT APPLY:

Diplomacy

Professionalism

Filing

Organizing

Planning

Multi-tasking

Prioritizing

Proof Reading

Problem-Solving

Mail Merge

Reporting

Confidentiality

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