IT SYSTEMS ANALYST II
Who We Are
Our business is supercomputing. We've been developing, building and supporting highly advanced computing solutions for the world's most complex science, engineering and analytics challenges since 1976. We pride ourselves on understanding the problems our customers are trying to solve and developing the technologies that enable them to make the discoveries that better our world.
Who You Are
You are a dynamic, driven professional with a passion for success yours, your company's and your customer's. You bring knowledge and expertise in corporate IT support in a high-tech, manufacturing or university setting, excellent customer service, strong communication and collaboration skills, and you always conduct yourself with the highest professionalism and integrity.
We are seeking a highly-experienced IT Systems Analyst to join our team. The IT Support Analyst II Mac, PC and Linux OS coordinates, diagnoses, prioritizes and troubleshoots incoming employee incidents from both local and remote Cray employees.
Provides support services to employees with technical problems and information technology issues involving desktop, laptop or network services from local and remote employees.
Provides timely resolution of customers technical problems, through deskside visits and electronic communication.
Provides ticket status updates to management and end-users. Supports and maintains effective relationships with users.
Using Mac, Linux, PC and smartphone expertise, respond to support/helpdesk incidents (via calls, email or Remedyforce tickets) from local and remote users and creates tickets to document issues
Develop and maintain knowledgebase articles on all relevant end user issues and topics.
Works with IT team to proactively identify problems and facilitate resolutions with all supported platforms.
Communicates the performed resolution of problems to users and solicits feedback.
Prioritizes tickets and documents issues/resolutions thoroughly in incident tracking software.
Troubleshoots laptop and desktop issues for local and remote users.
Supports office audio/visual equipment and processes.
Supports mobile phones/devices for business functions.
Troubleshoots remote connectivity issues.
Deploys and supports workstations, laptops, printers.
Assists with tracking and managing IT assets.
Evaluate new information technology desktop and application products or services and suggests changes to existing products or services to better aide the end user.
Assist with corporate office IT needs including moves/adds/changes, relocations, building expansions, etc.
2+ years of experience as a Desktop, Service Desk, or Helpdesk analyst in a Mac or Windows environment. Additional Linux, IOS, and Android experience highly preferred.
Strong customer service skills.
Remedyforce or other commercial ITSM experience preferred.
Experience with DEP, JSS and InTune is desired.
2+ years computer hardware troubleshooting experience (PC/Laptop/Printer).
(In order of priority) Experience supporting Microsoft Windows 7 & 10, O365 Admin to include Outlook, MAC OS and Linux applications in a corporate environment.
Knowledge of A/V systems and Skype room technologies a plus.
Understand and administer mobile devices, including iOS, Android and Windows
Experience meeting project deadlines while maintaining an exceptional end-user experience.
Ability to perform under pressure and experience handling escalated issues.
Must possess a strong desire to master new technologies and train both peers and users.
Must be comfortable working alone and in a team environment.
Critical thinking and problem-solving skills.
Excellent organizational and time management skills.
Good written and verbal communication skills with technical and non-technical teams.
CRAY Inc. is an Affirmative Action, Equal Opportunity Employer. As part of our standard hiring process for new employees, employment with CRAY will be contingent upon successful completion of a comprehensive background check.
Apply On-lineSend This Job to a Friend