Application Support Analyst

• Provides client desktop support with basic level technical understanding and capability (Tier 1) in Microsoft Operating Systems, Microsoft Office Suite and computing in an enterprise network environment.
• In Tier 1 technical scope, effectively troubleshoots desktop and mobile computing devices, network and peripheral issues; identifies and engages needed resources to remedy problems.
• Diagnoses and resolves technical issues that require in-depth analysis, such as application, hardware, and software problems;
• Takes appropriate action (e.g. phone calls, pages, emails, etc.) to contact responsible support personnel to handle system wide events (e.g, system outages, software rollouts, down servers, application failures, etc).
• After-hours analysts provide support after core hours.
• Contacts On-call support for urgent issues on applications used by clients.
• Administers active 2-way communications and “knowledge transfer” within assigned team/function, both planned/advance notice and real-time.
• Fosters strong Teamwork culture intra and inter TSC, with team staff, colleagues, partners and stakeholders.
• Create/Assign incident tickets and work orders based on priority, impact and complexity to the appropriate fix agents.
• Provides continous improvement support for all service desk roles, functions and activities
• Assesses and ensures process and work conforms to existing policies, standards and guidelines.
• Correlate multiple customer issues identified with alarms/alerts received to eliminate duplication of events
• Monitor network devices, interfaces and applications through intelligent devices and automated programs across the enterprise for alarms/alerts received from incidents, unauthorized or failed changes.
• Manage alarms and alerts received from existing monitoring programs using previously defined business rules.

• High School completion or equivalent

Education Preferred:

• Two to four-year college degree and/or IT learning accreditation or certification or equivalent IT work experience.

License/Certification:

• Preferred: Assorted IT software training/learning certifications

Experience Required:

• 1 year of IT service/help desk operations experience

Experience Preferred:

• Qualitative and quantitative analytic & problem solving skills
• Ability to learn new concepts quickly
• Organizational skills
• Advanced verbal and written communication skills
• Proficient in Microsoft Excel and Word
• Is able to work independently or as part of a team
• Has novice/ basic knowledge of one or more of the following designated area: IT product line, operational process, Utility domain (e.g. Gas, Electric, Telecom Network, TCP/ IP
• Adheres to Work Instructions and/or processes as defined in Run - Books and Playbooks
• Applies technical skills to resolve incidents of well-defined scope as specified by procedural guidelines, * Complete service requests and troubleshoot computer and device problems via the telephone & web channels
• Standard knowledge and experience in MS Office Suite, MS operations systems, and enterprise network environment
• Strong client customer skills
• Ability to learn quickly and transfer essential knowledge to team members
• Capable analytical skills
• Teamwork is essential
• Strong communication skills
• Demonstrates work quality and efficiency
• Open and adaptable to change
• Passion for safety

Preferred:

• Qualitative and quantitative analytic & problem solving skills
• Ability to learn new concepts quickly
• Organizational skills
• Advanced verbal and written communication skills
• Proficient in Microsoft Excel and Word
• Is able to work independently or as part of a team
• Has novice/ basic knowledge of one or more of the following designated area: IT product line, operational process, Utility domain (e.g. Gas, Electric, Telecom Network, TCP/ IP
• Adheres to Work Instructions and/or processes as defined in Run - Books and Playbooks
• Applies technical skills to resolve incidents of well-defined scope as specified by procedural guidelines

• Vast majority of IT Service Desk positions/roles are â??office environmentâ??, working a central facility, Heavy use/reliance on Keyboarding.
• High adherence required on correct and healthy office ergonomics
• Must be available to work a varied shift schedule in a 7 X 24 hour operations center environment.
• May require some local traveling for training.
• Able to support shift schedules as required to meet business needs