IT Analyst

US-WA-Seattle
Job ID
2017-1077
Category
Information Technology
Shift
Seal Beach

Overview

The IT Support Analyst will have an immediate connection to Our Values (Integrity, diversity, respect and delivery of high quality products). This candidate will be extremely flexible and enjoy working in a dynamic environment. They will be personable, open to learning, collaborate well with others and have a positive attitude.

 

This IT Support Analyst role is ideal for a team-oriented individual with high customer service standards. As part of the team, you will provide critical desktop, laptop, mobile device and post hardware support. The candidate will need to have a strong sense of urgency and highly tuned interpersonal skills, with the desire and ability to help support the business in all areas.

Responsibilities

  • Answer, evaluate and provide guidance to home office associates experiencing problems with hardware, software, LAN/WAN connectivity, telecom, mobile devices (iPhones and iPads), email and other desktop/laptop (Mac & PC) related issues.
  • Provide excellent customer service over the phone, remotely and in person.
  • Train current and incoming associates on use of existing and future IT applications and devices.
  • Document all steps taken into ITIL ticket system, resolve tickets or escalate appropriately.
  • Frontline IT Support for on-boarding, off-boarding, shipping/receiving/imaging of all computer devices, and setup and configuration of mobile devices.

Qualifications

  • 3-5 years of IT experience focused on desktop, laptop and mobile device hardware. 
  • Superb customer service skills.
  • Demonstrated abilities to prioritize and manage multiple assignments in a fast-paced environment to meet deadlines with efficiency and accuracy 
  • Strong problem solving, organization and project management skills, with a willingness and desire to take responsibility, accountability and ownership.
  • Ability to work outside of normal working hours to complete tasks, including occasional weekends/evenings.
  • Proactive and self-motivated in approach to work tasks.
  • Operating Systems: Windows, Mac OS x
  • Highly proficient in MS Office applications.
  • Disk imaging software such as Symantec Ghost.
  • Apple, A+, MCP, ITIL certifications.
  • GMP experience a plus.
  • Regular hours will be 8pm to 4:30am with overtime hours when required.

Working Conditions and Physical Requirements

  • Schedule: Monday-Friday, 8pm - 4:30am and other shifts, overtime, and weekend work may be required to support the business.
  • Lifting and transporting of moderately heavy objects, such as computers and peripherals
  • Some travel may be required.

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