Analyst, IT Support-400066

Extended Stay America Charlotte , NC 28201

Posted 3 months ago

KNOWLEDGE, SKILLS, ABILITIES & COMPETENCIES

  • Intermediate experience in direct End User Support (application, imaging, hardware, user connectivity)

  • Intermediate skills in general MS Office application troubleshooting

  • Intermediate level experience in installation, upgrades, and support of Windows desktops

  • Intermediate understanding of Desktop imaging techniques

  • Experience supporting users in an Active Directory Environment

  • Experience supporting End User Computing devices/BYOD/Cellular/Tablets

  • Experience supporting remote users

  • General understanding of Networking and Firewall Fundamentals

  • Ability and Willingness to follow structured methodologies

  • Ability to work in a fast-paced team oriented atmosphere

  • Basic understanding of telecom fundamentals such as: LEC relationships, POTS, Circuit speeds and capacities, T1,MPLS, HSIA, DNIS, SIP, Various transport technologies and VOIP

  • Ability to utilize various online tools and portals to troubleshoot problems

  • Basic level experience in Hosted, Legacy and IP PBX systems

  • Basic knowledge of Adtran switches and router configurations

  • Basic knowledge of Call Routing fundamentals in TDM and IP space

  • Expectation of intermediate level of Excel proficiency.

  • Ability to work with minimal supervision

  • Ability to organize multiple priorities to ensure that daily operations are performed at peak efficiency

ENVIRONMENTAL JOB REQUIREMENTS

  • Job will typically be performed in an office or datacenter setting. Overnight travel will be rare and infrequent for this role. Must have the ability to lift or handle the weight of a desktop machine.

MINIMUM QUALIFICATIONS

  • Minimum 2 yr. degree
  • 1-2 years of customer facing Windows desktop or server support or 1-2 years of entry level telecom support

PREFERRED QUALIFICATIONS

  • BS in Computer Science or related field

  • Technical (A+, MCSA, MCSE, CCNA) and project coordination certifications.

  • ITILv3 or later certification

POSITION PURPOSE AND SUMMARY

The primary purpose of this role is to provide first level and/or basic second level support to resolve service incidents/requests in a timely manner according to SLA and perform tracking by entering details of incidents/requests, status updates, and resolutions into the company ticket system. This role will be responsible for multiple in-sourced and out-sourced services including but not limited to desktops, laptops, phones, Wi-Fi, TV, Telecom services and conferencing equipment. The Support Analyst will be required to interact with third party hardware/software and key support vendors. To be successful in this role, a candidate must have excellent problem solving skills in order to diagnose, isolate, evaluate and resolve complex problem situations, or when necessary, escalate or route them to the appropriate group.

MAJOR / KEY JOB DUTIES

  • Manage daily ticket queue to our internal SLAs during regular business hours and during the rotating oncall hours

  • In-depth troubleshooting of service interruptions and escalation to support partners as required

  • Coordinate with key vendor partners for monitoring and ticket resolution

  • Assist in the creation and review of detailed documentation and tracking for supported technologies.

  • Basic Desktop and Telecommunications Support

  • Troubleshoot LAN/WAN network connectivity issues

  • Support ACCESS control and grant access rights to enterprise applications

  • User administration and support

  • Desktop and Server Application Support

  • Recommend solutions for continuous improvement in Telecommunications and Technology Support

  • Provide superb customer service both written and spoken, to technical and non-technical customers.

OTHER DUTIES

  • The duties of this position are not all inclusive, but do indicate the "hands on" responsibility of the position. Other responsibilities may be assigned as necessary to support the business environment.

  • Work with the other IT team members on incident resolutions

  • Follow established processes for procurement of ESA assets/services

  • Follow established practices for the rotating oncall responsibility

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Analyst, IT Support-400066

Extended Stay America