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13 days old

Senior IT End User Support Analyst

WIRB-Copernicus Group (WCG)

General Information

Location: Puyallup, WA

Organization: WCG

Job Type: Full Time - Regular

Description and Requirements


JOB SUMMARY:
The Sr. IT End User Support Analyst will primarily need to have excellent customer service skills supporting end users on a variety of IT hardware and software issues. Qualified candidates must also have superior analytical and problem-solving abilities to identify, research, and resolves technical problems. Exhibiting high energy and enthusiasm, this position needs to comply with all relevant helpdesk policies and procedures, monitoring work queues, picking up service and issue tickets, tracking and resolving issues in a timely manner to ensure service levels are met and end users onsite and at remote locations experience a consistent and professional IT Support experience. Qualified candidates must exhibit strong work ethic and complete assignments without direct supervision, and should have hands on experience with Microsoft Windows 7, 8, 10, Office 365, Active Directory, Bomgar or other similar remote desktop assistance software, JIRA, Sysaid or similar incident management and service requests portals. We are seeking a highly motivated professional who is eager to grow, learn, and gain new skills. Ideal candidates will be self-starters, team-oriented, customer-focused, positive, and committed to excellence. **Work from home one day a week!**

VACCINATION REQUIREMENT:
To be considered for U.S.-based positions unless currently employed by WCG, where permitted by applicable law (including any applicable reasonable accommodation, medical or religious exemption), candidates must have received or be willing to receive the COVID-19 vaccine by start date.

EDUCATION REQUIREMENTS:
Bachelors degree. Computer Science or related disciplines are preferred.

QUALIFICATIONS/EXPERIENCE:
  • 5+ years of helpdesk/Desk Side Support experience in a medium to large Enterprise with documented policies and procedures
  • 5+ years of Tier 2 support to on-site and remote end users for Desktops, Laptops, and related desktop devices like docking stations, monitors, etc.
  • 5+ years of experience and working knowledge of Active Directory, MS Exchange, O365, Windows 7, 10, and related Microsoft tools, enterprise class printers, conference room AV and telephony equipment, etc.
  • Good understanding and working knowledge of IT networks (LAN, WAN), routers, switches, etc.
  • Ability to quickly grasp new concepts and acquire new skills
  • Ability to adhere to documented standards and procedures
  • Ability to contact hardware and software vendors and work with their engineers to escalate investigation and resolution of problems 
  • CompTIA A+, Net+, and/or Microsoft Certified Solutions Associate (MSCA) Windows 10 certification desired.  
  • Ability to work independently and with team members located across several locations globally in an efficient and collaborative manner
  • High degree of energy, accountability, initiative, and innovation 
  • Excellent written and verbal communication skills

ESSENTIAL DUTIES/RESPONSIBILITIES:
Primarily include (but not limited to):
  • Provide Tier 2 IT support to onsite and remote end users on a variety of IT hardware and software issues
  • Monitor incident and service request queue(s) and pick up tickets for troubleshooting and resolution in a timely manner meeting SLA/SLO as may be applicable
  • Monitor/Review reports and dashboards on IT systems health and related tasks as assigned
  • Comply with all relevant helpdesk and IT policies and procedures
  • Complete assigned tasks and projects in a timely manner without need for direct supervision
  • Assist in installation and builds of PC hardware and software as called upon from time to time
  • Respond to off hours support in case of emergencies
  • Manage/maintain IT PC (desktop/laptop) inventory onsite, if necessary
  • Participate in meetings, compliance, and job-related training (including SOP reading, certification, etc.) as required
  • Participate in root cause analysis and related documentation and communication.

RELATED DUTIES/RESPONSIBILITIES:
  • Support other business matters as assigned. These may, on occasion, be unrelated to the position described here.

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Posted: 2022-05-13 Expires: 2022-06-24

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Senior IT End User Support Analyst

WIRB-Copernicus Group (WCG)

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