Job Details

ID #41029631
State Nebraska
City Omaha / council bluffs
Job type Permanent
Salary USD Depends on Experience Depends on Experience
Source HTC Global Services
Showed 2022-05-17
Date 2022-05-16
Deadline 2022-07-15
Category Systems/networking
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IT Service Desk Analyst II

Nebraska, Omaha / council bluffs, 68101 Omaha / council bluffs USA

Vacancy expired!

HTC – A brief profile Established in 1990, HTC Inc., a CMM Level 5 company with headquarters in Troy, Michigan, is a leading global Information Technology solution and BPO provider. HTC assists clients across multiple industry verticals, offering turnkey project lifecycle in, e-business, data warehousing, embedded systems, ECM, SCM, CRM, and ERP solutions. HTC Inc. offers ConnectIT, our Global Delivery Methodology that enables seamlessly delivery of outsourced IT services. HTC has global delivery centers across the globe.

Benefits:HTC’s competitive package includes besides compensation Health, Dental, Vision, Disability Cover, both Short and Long term, Life Insurance, Flexible Spending, 401k and Paid Vacation

About the JobWe are currently looking for a IT Service Desk Analyst II in Omaha, NE

Job Title: IT Service Desk Analyst II

Job Description:

Responsibilities:1. Under moderate supervision, serves as technology analyst responsible for monitoring the key resources which provide system/network status and exceptions. Responds appropriately and as necessary to notifications and alerts which indicate a situation requiring attention, takes the proper actions in response to the situation/incident, contacts appropriate parties, tracks the incident status and progress, provides communication as appropriate to interested parties, and escalates as necessary as defined by documented procedures. Works with other Service Desk members to craft, proofread and send IT-Alert messages to the appropriate user groups.35% Daily2. Under moderate supervision, resolves first and second level work orders when proper documentation exists and required rights and access have been granted. Uses various systems and network applications and interfaces to troubleshoot and resolve first, and second, more complex level support issues.25% Daily3. Under moderate supervision, provides customer service to Company’s internal and, on occasion, external customers by answering phones; identifying and clarifying reported issues, monitoring service desk e-mail: and assigning, creating and managing work orders as needed.15% Daily4. Under moderate supervision, identifies, documents, manages and escalates urgent work orders to the appropriate team for immediate attention and timely resolution. Works with other Service Desk members to craft, proofread and send IT-Alert messages to the appropriate user groups.10% Daily5. Under moderate supervision, coordinates minor incident support items and refers to management those items requiring approval for software or rights/access or a deeper understanding of the complexity of the problem. Subsequently works with the IT Admin Team to procure hardware and software as required in order to resolve an issue or enable a particular activity.5% Daily6. Under moderate supervision, performs mainframe operations duties such as running and monitoring test and production jobs, printing and backups.5% Daily7. Under moderate supervision, creates and updates Service Team documents and procedures such as the assignment tree, Service Team Handbook and the IT Service Desk software’s knowledge base.5% Weekly8. Under moderate supervision, assists with on-boarding of new users including software and network account setup, workstation configuration, etc.5% As NeededAdditional Duties and Responsibilities:9. May be assigned small projects aimed at improving processes and practices.As Needed10. Performs related duties as situations dictate.Knowledge, Skills, and Abilities: (minimum qualifications needed to perform essential job function)

Required Knowledge:Bachelor degree in computer science, computer engineering or related field or equivalentKnowledge of commonly-used concepts, practices, and procedures for IT-related items2-3 years related work experience

Preferred Knowledge:Windows desktop & server operating systemsPC hardware knowledgeDepartment practices and proceduresInsurance-related backgroundPC communication hardware/software

Abilities:Analyze Company business information needs and proceduresWork independentlyMaintain strict confidentialityWork with detail and accuracyExcellent oral and written communication with all levels of the organizationAbility to lift up to 35 lbs.Be sure to reference the job number and title in the subject line. A relevant degree or its foreign equivalent is required. EEO/M/F/V/H

Vacancy expired!

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