Job description

Role: IT Support Analyst

Location: Nashville, TN (Day 1 onsite)

Duration: 6+ Months

We’re looking for a IT support analyst to:

• Act as a single point of contact for phone calls and web tickets from staff regarding IT issues and queries
• Receiving, logging and managing calls from internal staff via telephone and ticketing service
• 1st line support - troubleshooting of IT related problems from in-house software such as Windows 10/7, MS outlook, Skype, Blackberry's, Knowledge of various mobile devices (Apple, Android, Windows)
• Provide basic in-house training in MS Office applications used within the Association (Word, Excel, Outlook, PowerPoint)
• Escalate unresolved calls to the proper next level support team
• Log all calls in the tool SNOW (Service Now)
• Ability to multi-task and prioritize workload
• Ability to adapt to continuously changing procedures and environment
• Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
• To maintain a high degree of customer service for all support queries and adhere to all service management principles
• Provide stats for the weekly Service Desk report on call trends
• Publishing support documentation to assist staff with requests for information & provide staff training if required

Your expertise

• Excellent communication skills, both written as well as verbal, with prior voice support experience

• Excellent organizational skills

• 1/2 years previous IT Service Desk and/or Call Centre experience required

• Incident Management experience – Managing incidents including business expectations and communication

• Basic User & Security Group Active Directory administration

• Strong knowledge of Microsoft based operating systems with emphasis on Windows 7/10 and Office 2010

• Experience with using and troubleshooting Outlook 2010 within a network environment

• Having experience on Skype for Business.

• Having sound tools knowledge (SNOW & Monitoring Tools Spectrum ) will be added advantage

• You will be a self-motivated achiever who gains satisfaction from providing excellent customer service

• Respond quickly to all queries and incidents, Manage incidents, including via telephone, Chat & email.

• Communication, alerting technical staff via assignments and escalating to Resolver group.

• Support & Classification, making an initial assessment into the nature of the incident, assessing the severity, impact and risk.

• Answering queries and resolution of straight forward incidents /Service requests.

• Escalation of unresolved cases to next level application specialist teams.

• Monitoring & Tracking, reviewing the progress of an incident and keeping the customer informed.

• Closure, formally closing incidents/Service requests. Initial review and evaluation of the case.

• Communicating major IT incidents /Service requests to affected customers.

• Good to have – Understanding of ITIL framework, Client OS i.e. Win7 / Win10, O365 Suite i.e. MS Outlook, SharePoint, Skype for Business, MS Teams etc.

Job Type: Contract

Pay: $15.37 - $19.00 per hour

Benefits:

• 401(k)
• Health insurance

Schedule:

• 8 hour shift
• Monday to Friday

Work Location: One location

Speak with the employer
+91 847-474-3706

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