Senior Analyst, IT Client Support
- Dublin, OH
- Permanent
- Full-time
Information Technology oversees the effective development, delivery, and operation of computing and information services. This function anticipates, plans, and delivers Information Technology solutions and strategies that enable operations and drive business value.IT Client Services provides Tier 1-3 virtual and physical support to the organization's end users for software, hardware, conference room technology and meeting support, warehouse technology, server, network, and enterprise systems issues. Frequently responding to escalated issues from the IT Service Center family, this job family resolves user requests through discussions with users and coordination with internal and external resources, and provides education and trainings to users to facilitate knowledge transfer and prevent problem reoccurrence. IT Client Services also maintains ownership for certain end user productivity platforms and capabilities, such as virtual environments and collaboration toolsets, and addresses service outages. This job family acquires, installs and upgrades PC components and software, while also performing asset management for software and hardware.Responsibilities
- Demonstrates knowledge of client hardware, software, operating systems, network configuration, server interaction, diagnostics and troubleshooting.
- Confers with end users, technology teams, and vendors to resolve incidents and fulfill requests.
- Experience providing support via in-person, phone, or remote methods.
- Installs/removes/configures hardware and software.
- Demonstrates appropriate interpersonal skills to manage and deliver exceptional customer service.
- Partners with end users to correlate business requirements to technology solutions (strong business acumen).
- Prioritizes effectively and escalates as needed.
- Responds to customer needs and services as assigned.
- 2-4 years of experience, preferred
- Bachelor's degree in related field, or equivalent work experience, preferred
- Strong communication skills, written and verbal
- Applies working knowledge in the application of concepts, principles and technical capabilities to perform varied tasks
- Works on projects of moderate scope and complexity
- Identifies possible solutions to a variety of technical problems and takes action to resolve
- Applies judgment within defined parameters
- Receives general guidance and may receive more detailed instruction on new projects
- Work reviewed for sound reasoning and accuracy
- Medical, dental and vision coverage
- Paid time off plan
- Health savings account (HSA)
- 401k savings plan
- Access to wages before pay day with myFlexPay
- Flexible spending accounts (FSAs)
- Short- and long-term disability coverage
- Work-Life resources
- Paid parental leave
- Healthy lifestyle programs