We are seeking an experienced information technology systems analyst to join our client’s Information Systems team. This individual will be working at the client’s site as a contract employee and will be providing support to the site. The IT systems analyst will report to the site’s Information Systems supervisor and will be responsible for working with the team to support the site’s technology.
Candidates must be able to pass a graded background screen, pre-employment drug & alcohol screen.
Qualified candidates should have 2+ years of experience with end user support. A successful candidate will be customer service oriented with the ability to multi-task and work well with others.
Job responsibilities include but are not limited to:
· Provide 1st, 2nd, and 3rd level technical support to end users by certifying, installing and maintaining desktops, laptops, related peripherals, mobile devices, TOIP phones, video conference systems, corporate standard software and specific line of business software; ensure proper functionality and adherence to corporate standards.
· Maintain and process tickets for Client Service Incident and Service Request resolution to meet customer expectations for resolution, escalation, and reporting.
· Provide training and guidance to end users regarding usage, policies, procedures and security on standard hardware and software.
· Ensure all incidents, Service Requests, Change Management processes are appropriately followed and communicated within target to satisfy Service Level Agreement (SLA) and departmental requirements.
· Advise other support staff members regarding difficult problems or issues; offer assistance in resolution; escalate to other IT groups, internal and external.
· Participate and communicate with global teams - in particular with the Mobility, Systems Center Configuration Manager (SCCM), Cybersecurity, Application, and Workstation teams to ensure adherence to global standards, processes, services, and solutions.
· Implement software Installation packages, security and OS patches, and application updates utilizing automated electronic distribution as required.
· Participate in projects that may have complex tasks and require complex troubleshooting.
· Maintain End User hardware and software inventories to meet customer expectations in terms of being up-to-date, accurate, recycled, and reportable.
· Continually develop processes to improve the delivery of IT services and support the business efficiently.
· Work autonomously on technical issues with minimal direction
· Have a strong understanding of cyber security, applications (on premise/cloud), and server/network infrastructures.
· Maintain >95% customer satisfaction for users
· Application Analyst
· Video Conference Support, which could include the installation and decommission of hardware
· Voice Services Support, deploying physical phones and ensuring that TEAMS Telephone Lines are working.
· Provide best-effort support for non-IT managed systems such as environmental/safety systems, security/camera systems, lab systems, alarm systems, etc. as needed.
Skills Required to do the job:
· Strong analytical, assessment and problem-solving skills.
· Ability to work independently and as part of a team.
· Self-starter, ability to work with limited supervision, ability to multi-task.
· Customer service oriented, excellent written and verbal communications skills, ability to multi-task, work well with others.
· Ability to troubleshoot PC hardware (laptop/desktop, docking station, monitor), mobile device configuration, printers, and other hardware as required.
· Ability to troubleshoot complex issues related to hardware, network, active directory, security, and user applications while being able to document and escalate to responsible teams.
· Ability to lift 50lbs and work in a refinery environment. Working at heights, on ladders, or in adverse weather conditions may be required.
· Ability to work outside of regular business hours as needed.
· Must be clean-shaven and able to work outdoors as needed.
Basic qualifications:
· Customer service oriented, excellent written and verbal communications skills, ability to multi-task, work well with others.
· College degree in Information Systems or equivalent work experience is preferred.
· Minimum 2 years of experience with end user support.
· Knowledge of PC hardware, PC Imaging software, Microsoft operating systems. Office automation software (SCCM), productivity tools, file/folder security, Active Directory user and computer management, networking essentials, and Office365 applications (TEAMS, Outlook, OneDrive, Sharepoint, PowerBI, PowerApps, Forms) is preferred.
· Excellent English speaking and writing proficiency. French speaking a plus.
· Knowledge of ToIP telephony, particularly TEAMS Telephony, experience preferred.
· Knowledge of fiber optic, CAT3/5 copper cable testing and troubleshooting preferred.
