ICDS Analyst I

Title:

ICDS Analyst 1

Location:

Smyrna, TN (Onsite Monday-Thursday, day shift)

Primary Function:

End User Support Analysts provide technical support to local and remote users via telephone, email, interaction &/or with remote access resources on a daily basis, relying on experience and established procedures to analyze and resolve technical support incidents and problems.

Responsibilities:

Efficiently categorize, prioritize and diagnose incidents and service requests received via ticketing system Prioritizes own workflow to meet deadlines as assigned by the leadership team Provides technical assistance to end-users and/or guidance to acquire resolution within established SLAs Efficiently images, installs, tests and maintains desktops, laptops, thin-client terminals, peripherals, printers and multiple desktop applications Proactively contact end users with follow-up telephone calls, IM or Email messaging or direct personal interaction Establishes a proficiency in the applications, system interface, tools, and processes within the department's scope Develops proficiency in the business support processes that drive the applications within the department's scope Participates in small and large scale PC-related projects Coordinates and performs PC equipment moves as requested by Facilities management Collaborates with Asset Processing team to manage hardware and software inventory Creates, maintains, and adheres to required departmental SOPs as assigned by the leadership team Assists Service Desk Analysts with technical service request escalations Provides hands-on support for Engineering and System Admin teams, as requested Participates in on-call support rotation, including additional night and/or weekend hours Available to travel, as requested

Minimum Requirements:

1-2 years of PC hardware/software technical support experience minimum 2 years of networking, voice/data cabling, telecom and Audio/Visual experience minimum 2 years of experience supporting mobile devices Excellent customer experience, communication and collaboration skills Strong detail orientation and organizational skills Ability to lift IT equipment, up to 50lbs, including desktops, printers, server racks, blades and UPS Works well in high pressure situations and with multiple task assignments High school Diploma or equivalent work experience

Preferred Requirements:

1-2 years of advanced software support experience (examples: Microsoft, Apple, Oracle, Putty, etc.) 1-2 years Networking, Server and Telecom support experience Technical Certification (examples: CompTIA, CCNA, Microsoft, etc.) Associates degree a plus