CASY-MSCCN Jobs

technical analyst.

• malvern , pennsylvania

• posted 4 days ago

job details

summary

• $20 - $23.50 per hour

• contract

• no requirements

• category computer and mathematical occupations

• reference1012673

job details

job summary:

Job Profile Summary

To provide intermediate technical evaluation, consultation, and support of global desktop computing.

Job Description

Duties and Responsibilities

• Provides intermediate-level technical support for desktop endpoints which includes implementation, configurations, control, maintenance, troubleshooting, security, and usage monitoring.

• Manages the Back Office queue in ServiceNow

• Image and deploy machines to end users

• Follows asset management standards

• Conducts monthly asset management audits

• Tracks down missing equipment

• Evaluates current process model and demonstrates conceptual thinking in defining new process improvement implementations.

• Handles monthly Tech Refresh list which includes building out new machines, deploying to end users, reclamation of retired end points, and disposal.

• Generates standard and ad hoc reports, and conducts trend analysis.

• Monitors and provides data required for monthly metrics and department dashboard.

• Documents all knowledge base opportunities for the department and ensure accuracy of the knowledge base.

• Complies with IT policies and procedures, especially those for quality and productivity standards that enable the team to meet established client service levels.

• Complies with Information Security policies and procedures.

Special Factors

• Ability to lift and carry 50 pounds.

• Weekday coverage: Mon - Fri, 6:00 AM to 7:00 PM.

• May require travel between local buildings.

• Must have a valid driver's license.

location: Malvern, Pennsylvania

job type: Contract

salary: $20.00 - 23.50 per hour

work hours: 8am to 4pm

education: No Degree Required

responsibilities:

Duties and Responsibilities

This staff member completes the following activities under regular, frequent direction:

• Provides entry level Tier 1 technical support across all platforms and environments for internal and external clients. Technology issues include password resets, and issues with faxes, software, hardware, and telephones. Software and applications include vendor and internally developed products.

• Receives initial client contacts (telephone, email, etc.). Reports and tracks client technology problems, inquiries, and related requests. Responds accurately and promptly to incoming contacts. Collects required data and logs detailed client contact in the IT Problem Management database record.

• Identifies problem and resolves target percentage of initial client contacts. Determines severity of unresolved issues and escalates issues accordingly. Updates records to reflect status changes.

• Communicates with clients, Technical Services staff, and managers about the urgency of issue, impact of any interruption of IT services, and changes in the issue's status. Communicates technical issues at appropriate level for audience.

• Demonstrates tact in sensitive situations with clients.

• Analyzes business impact of potentially serious technology/security problems that may have a negative impact on business operations and provides detailed information to supervisor.

• Updates documentation, including procedures.

• Learns and complies with IT policies and procedures, especially those for quality and productivity standards that enable the team to meet established client service levels. Learns and complies with Information Security procedures. Ensures deliverables meet Information Security requirements.

• Participates in special projects and performs other duties as assigned.

Qualifications

• Undergraduate degree in a related field or the equivalent combination of training and experience

• One to three years IT or customer support experience.

• Good customer service skills

• Good organization and time management skills.

• Good written and oral communication skills

• Good analysis and problem resolution skills

• Working knowledge of the following support center practices and concepts:

IT technical support groups and functions Printer software setup and configuration Desktop software setup and configuration

• Working knowledge of one or more IT platforms:

AS/400 Client/server IBM mainframe Microsoft Windows NT UNIX Linux Peoplesoft

• Working knowledge of current versions of the following products:

Lotus Notes Microsoft Office Suite TSO Peregrine Service Center Planview

• Working knowledge of applications used by the business is a plus.

qualifications:

• Experience level: Entry Level

• Minimum 1 year of experience

• Education: No Degree Required

skills:

• Technical Support

• HelpdeskEqual Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.At Randstad, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact HRsupport@randstadusa.com.Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad offers a comprehensive benefits package, including health, an incentive and recognition program, and 401K contribution (all benefits are based on eligibility).For certain assignments, Covid-19 vaccination and/or testing may be required by Randstad's client or applicable federal mandate, subject to approved medical or religious accommodations. Carefully review the job posting for details on vaccine/testing requirements or ask your Randstad representative for more information.