Position Summary:
The Tier 2 IT Service Analyst is part of the IT department at company and is an individual contributor responsible for responding to and resolving user-initiated inquiries and problems as reported to the IT Service Desk.
Reporting directly to the Manager IT Service Desk, Tier 2 IT Service Analyst assists in routine maintenance and administrative tasks associated with the provision of reliable, high-quality IT services to the company’s operating companies and their user communities. Participate in the completion of IT projects as assigned.
Key Functions and Expected Performance:
- Respond to phone calls and emails from the user community as well as internal communication systems and provide resolutions to inquiries and problems as reported
- Monitor, evaluate and respond to unresponsive or degraded IT systems and services including but not limited to Servers, Routers, Switches, Fiber Circuits, Wireless Access Points, Power Distribution Systems, Telephony Systems, Camera Systems, Virtual Cloud Data services and more.
- Create, edit, and administer documentation and training materials in the form of a developing knowledgebase
- Research and develop new processes and procedures for continual improvement
Supervisory Relationships:
This position does not have supervisory responsibility; this position reports administratively and functionally to the Manager IT Service Desk.
Education and Certifications:
- A Bachelor’s degree from an accredited institution of higher education is necessary.
- Willing to accept experience or technical certification in lieu of education
Experience and Skills:
- One to three years of related experience is necessary
- Familiarity with PC/Server/Network components and fundamentals
- Familiarity with Microsoft Windows operating systems
- Familiarity with Microsoft Office application suite
- Familiarity with Microsoft Office 365 platform, including Exchange and SharePoint
- Familiarity with corporate VOIP telephone systems, hardware, and software
- Familiarity with voice and data networks in a corporate environment
- Ability to diagnose, troubleshoot and solve problems
- Excellent customer service skills
- Ability to learn new systems and applications quickly and often independently
- Good verbal and written communication skills
Key Characteristics of a Successful Team Member in this Work Unit:
- Works through Issues – Recognizes that the work is about successful outcomes, if things aren’t going well, outcomes suffer; is willing to have crucial conversations if things aren’t going well; Does everything possible to remedy the situation directly and independently before reporting to management.
- Responds Promptly – Recognizes that when emails and phone messages aren’t returned in a timely way, it sends the message that the other party is not important; responds even if just to acknowledge receipt and provide a timeframe by which the requester can expect a full response
- Adaptability – Reads cues and adapt accordingly; adjusts style and approach to accommodate the styles and needs of others; can anticipate and effectively de-escalate potential conflict
- Detail-Oriented – Even small mistakes can create big issues; attention to detail work indicates care about the outcomes
- Teamwork – Genuinely values teamwork and co-workers, makes them feel valuable and important by acknowledging what they do well; doesn’t expect from others effort that one is unwilling to do themselves, finds ways to acknowledge other’s strong suits
Judgement and Decision Making
- The Tier 2 IT Service Analyst has full discretion for:
- Troubleshooting
- Ticket escalation
- Evaluating new technologies
- The Tier 2 IT Service Analyst makes recommendations for:
- Hardware and software product selection
- IT process and Procedure improvements
- Project Prioritization
Physical Demands
