IT Customer Service Analyst I

Description

JOB SUMMARY

 Under the general direction of the Director of Information Technology (IT) Customer Service, the IT Customer Service Analyst I provides a first point-of-contact for customers requiring assistance with IT hardware and software problems and requests (CS Request). This position is responsible for answering the IT Customer Service phone line, creating a Service Desk Ticket (Ticket) if needed, and attempting to resolve the CS Request. If unable to resolve, CS Requests are assigned by the Analyst to a member of the IT technical staff for follow-up. This position also reviews, triages and assigns new Tickets entered directly by customers into the IT Customer Service System. The IT Customer Service Analyst I tracks the progress of each Ticket to ensure timely completion and escalates as needed to the Director of IT Customer Service for follow-up. Help ensure that all CS Requests, troubleshooting steps, customer communications and resolutions are promptly logged into the IT Customer Service System. Generates and distributes various IT Customer Service reports including creating new reports as requested. This role may also assist other members of the IT Leadership Team with operational projects or supporting functions (Chief Technology Innovation Officer (CTIO), etc.). 

STANDARDS OF PERFORMANCE

1. Provides first-line response for CS Requests to help ensure a timely IT response.

2. Creates Tickets for various CS Requests including computer and phone systems, hardware moves, hardware/software additions and upgrades, etc.

3. Triages and assigns Tickets in a timely manner to IT technicians and staff.

4. Escalates calls/tickets when needed in a timely manner to the Director of IT Customer Service.

5. Supports customers in the use of EHS application systems and hardware.

6. Logs and properly documents all issues, follow-ups, and resolution information for each Ticket entered in the IT Customer Service System.

7. Maintains working knowledge of all IT Customer Service policies, procedures, application installations, system configurations, current hardware, and basic network configuration practices.

8. As requested, develops IT Customer Service policies and procedures, works alongside customers to troubleshoot and resolve requests, and performs hardware, software, and other customer IT training.

9. Assists CTIO, IT Directors, Informatics, and IT Technicians on various tasks and projects, as needed.

10. Communicate with vendors and assist, as needed.

11. Performs other duties as assigned.

Requirements

Minimum Level of Education: High school diploma required; Associate degree in a related field preferred.

Formal Training: Basic knowledge of IT systems and applications; solid troubleshooting with critical thinking skills; pays attention to details; strong Microsoft Office 365 and Active Directory skills; and basic knowledge of computer hardware to include PCs, printers, mobile devices and network components.

Licensure, Certification, Registration: None.

Work Experience: A minimum of one (1) year of IT Customer Service knowledge and experience required.

Tools and Equipment Used: Computer, telephone, fax, copier and printer.