Required Education:

• Bachelor's Degree in Computer Science, Engineering, Mathematics, Business, or a related field

Required Experience:

• Four or more years of experience in one or more IT infrastructure technologies, such as: Networking, Client-server architectures, Server and desktop operating systems, Databases, Server virtualization, Storage Area Networks (SAN), Messaging
• Working knowledge and understanding of HPSM, HP-OMU, SolarWinds, or similar event monitoring tools
• Proficient knowledge and understanding of: IT infrastructure hardware and software, End-user tools and equipment, ITCO processes, including Incident, Problem, and Deployment Change Management
• Strong communication skills, including the ability to: Communicate with customers to diagnose and resolve technical problems, Communicate with Infrastructure Operations (IO) engineering and operations personnel at a technical level
• Problem analysis and analytical skills
• Ability to work effectively under pressure
• Ability to troubleshoot, analyze, identify, and diagnose routine technical service and equipment problems using established processes and procedures
• Ability to document workflow in a Ticket Management System
• Ability to evaluate monitoring tool messages and take appropriate action to resolve and prevent IT infrastructure issues
• Ability to escalate problems to Tier 2 or Tier 3 support as required
• Demonstrated performance in terms of user satisfaction, adherence to quality standards, and timely completion of key assignments
• Ability and willingness to work rotational/on-call assignments, including 24x7 coverage
• Ability and willingness to travel as required for project work or temporary duty assignments at other locations

Preferred Experience:

• Experience with HPSM, HP-OMU, SolarWinds, or similar event monitoring tools
• Experience supporting call center, network, production control, or consolidated IT Customer Operations Center (ITCO) environments
• Experience providing Tier 1 phone, on-site, Service Desk Window, or walk-up customer support
• Experience recommending process improvements for problem prevention
• Experience maintaining technical instructions and documentation for standard processes
• Experience working with Infrastructure Operations engineering and operations teams
• Experience supporting environments requiring 24x7 rotational coverageThe IT End User Analyst provides Tier 1 technical support within the consolidated IT Customer Operations Center (ITCO).

The role provides call center, network, production control, Service Desk, and end-user support while monitoring IT infrastructure and responding to technical incidents.

The position is responsible for troubleshooting and restoring routine technical service and equipment issues, documenting work in the Ticket Management System, monitoring infrastructure alerts, escalating issues to higher-level support when necessary, and identifying opportunities for process improvement and problem prevention.

The role requires strong customer service and communication skills, analytical and troubleshooting abilities, knowledge of IT infrastructure and end-user technologies, and the ability to work rotational shifts that may include 24x7 coverage.

Job Duties:

• Provide Tier 1 phone, on-site, and Service Desk Window/walk-up customer support and coordination
• Troubleshoot and restore routine technical service and equipment problems
• Analyze, identify, and diagnose technical faults using established processes and procedures
• Recommend process improvements to prevent recurring problems
• Document workflow and support activities in the Ticket Management System
• Maintain technical instructions and documentation for standard processes
• Evaluate alerts and messages generated by IT infrastructure monitoring tools
• Take appropriate action to resolve and prevent IT infrastructure issues
• Escalate technical problems to Tier 2 or Tier 3 support as required
• Provide rotational shift coverage, including 24x7 support as needed
• Communicate effectively with customers to diagnose and resolve technical issues
• Communicate with Infrastructure Operations engineering and operations personnel regarding technical issues
• Support ITCO processes, including Incident, Problem, and Deployment Change Management
• Travel as required to perform project work or temporary duty assignments at locations other than the home-based site
• Support internal and external business operations according to applicable schedules and shift requirements
• Maintain the required security clearance and comply with applicable security requirements
• Only those lawfully authorized to work in the designated country associated with the position will be considered.
• Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client's business needs and requirements.

•