Technology Support Analyst
- : May 6, 2019
- : Indianapolis
- : Indianapolis, IN
DescriptionManage incoming helpdesk calls.
Monitor MIS Trouble Ticket System. Provide Tier 1 level support and bring resolution to Tier 1 tickets. If the ticket cannot be resolved, assign ticket to Tier 2 support.
Accurately document service issues and work completed within the MIS Trouble Ticket System.
Perform MIS duties as defined in your Department Procedure Manual, or as directed by your Manager.
Ability to use PC based applications software in order to support Celadon users and assist with basic operational questions.
PC Support & Knowledge of Windows 7, 8, & 10 along with Microsoft Office applications.
Document and maintain iSeries and Windows OS system backups, tape rotation, off site storage and restore schedules.
Perform user account maintenance and process new hires & terminations
Maintain operating procedures for all MIS systems. Ensure accuracy and update documentation as systems/programs are added, deleted or updated.
Process print toner orders as needed.
Communicate unresolved problems to appropriate support personnel for follow-up.
Participate in disaster recovery procedures.
Maintain and enforce operational standards
Job Requirements:Minimum 2-year college degree preferredKnowledge of Windows Operating Systems, Microsoft Office, and PC Troubleshooting requiredKnowledge of Active Directory a plus1-2 years of proven Helpdesk experience.Experience with IBM iSeries AS400 systems a plusITIL Foundations certified or the ability to become certified within 6 months.Analytical and Interpersonal skills required to assist other in problem resolution.Demonstrated ability to work in a team environment and build relationships with supported end-users.Demonstrated ability to deal effectively with technical system details.Outstanding organizational and project management skills.Mobile devices – iPad, phones support a plus.Other duties as assigned by management.