IT Technical Analyst
Life Care Services
- Des Moines, IA
- $55,000-63,000 per year
- Permanent
- Full-time
- Windows operating systems (Windows 7/10)
- Workstation and Laptop break-fix, maintenance, upgrades, imaging and software deployment
- Productivity applications such as Outlook, Office Suite and Internet Explorer
- Endpoint management applications such as anti-virus and disk encryption
- Basic network and VPN troubleshooting
- Basic user account maintenance including password resets
- Printers and multi-function devices
- Mobile device support and management including smart phones and tablets
- Peripherals including keyboards, mice, monitors
- Provides superior customer service via inbound and outbound phone calls, e-mail, in- person visits with our clients, and remote assistance as needed.
- Creates, manages and closes tickets, incidents and requests including determination of proper billing information.
- Escalate and track issues as needed to/with appropriate support teams and/or vendors
- Identifies and assists with development and refinement of troubleshooting tips and support processes and workflows.
- Assist with the ongoing education and training of users.
- Assist with special projects as needed
- Ability to develop ideas to improve process and procedures in order to adapt to business needs and wants.
- Rotation of duties within the Technology Support Center (TSC) include phone & e-mail support, Omni support, and project support.
- Two-year degree or demonstrated experience
- Minimum 4 years of service desk or technical support experience
- Certifications such as A+ desired
- Experience with ITIL service management framework a plus
- Basic experience troubleshooting, installing and configuring windows-based workstations, laptops, peripherals, printers, and mobile devices.
- Strong knowledge of Windows 7 and Windows 10 Operating Systems and Microsoft Office 2010 / 2016 business productivity software.
- Ability to understand and use Active Directory to manage user accounts and permissions.
- Basic networking knowledge and protocols (TCP/IP and VPNs)
- Excellent communication, customer service, and problem-solving skills.
- Ability to analyze problems and provide prompt resolution.
- Ability to communicate effectively with both technical and non-technical personnel via telephone and/or written communications.
- Ability to work independently and in a team environment.
- Ability to adapt to change and challenges in a professional business environment.
- Proactive thinking, that provides prompt, accurate, and customer focused solutions
- Ability to handle multiple tasks simultaneously is a must.
- Flexibility for on-call and after-hours support.
- Knowledge of Microsoft PowerShell and general scripting is a plus.
- Work experience with “Cherwell Service Management” ticketing system is a plus.