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Analyst, IT Operations, IT Service Desk

permIT LLC
Columbus, Ohio, United States
November 26, 2016

Fortune 100 company ranked in Computerworld as One of The Top Places To Work in IT 2016. Offers great salary, benefits and relocation.

Mutiple openings avaialble. Open to fill in Columbus or Des Moines.

JOB SUMMARY: Under moderate supervision, performs moderately complex tasks associated with IT Operations. Tasks include monitoring and operating a computer console and/or online terminals, provisioning and providing first and second tier technical support to end users on moderately complex issues regarding computer operations and networks, installations, setups, error messages, on-line transactions, system status, and downtime procedures, etc. Participates in problem/change management activities to minimize impact of service disruptions on end users.REPORTING RELATIONSHIPS: Reports to: Manager/DirectorCORE DUTIES AND RESPONSIBILITIES: 1. Provides technical support to diagnose, analyze, research and resolve moderately complex computer incidents for internal and external customers. Responsible for recognizing, researching, isolating, resolving and documenting problems with information systems products and services.2. Executes incident and change management processes for moderately complex PC, server, or mainframe applications and hardware.3. Provides the preventative maintenance, troubleshooting, root cause analysis, and resolution for moderately complex technical incidents in order to ensure satisfaction.4. Documents and routes moderately complex customer escalation's and recommends appropriate technical team or resource.5. Consults with network services, desktop/systems engineering, and/or applications development to restore service and/or identify and correct core systems problems.6. Provides ad hoc technical training to customers groups on company technologies, infrastructure, hardware, and software applications.7. Performs all other duties as assigned.MINIMUM JOB REQUIREMENTS:Education- Undergraduate studies in computer science management information systems, business administration, insurance or related field is preferred.Knowledge- Proven knowledge of mainframe, microcomputer and/or network technologies and applications. Must have an understanding of customer business and product environment. Must have an understanding of business systems, data processing, and customer service concepts and practices.Certification/ Designation-Certification in Microsoft or an equivalent designation is preferred.Experience- Two years of experience in a related field. Customer service experience is preferred.Skills-Must have good verbal and written communication skills to effectively interact with customers and all levels of personnel. Must be able to provide technical support to diagnose, analyze, research and resolve moderately complex computer problems while minimizing the impact of service interruptions. Must be able to analyze moderately complex error conditions and/or abnormal situations and report malfunctions to management. Must have the ability to utilize computer operation system software commands to troubleshoot and resolve moderately complex issues related to application and hardware/peripherals. Must have good analytical and decision-making skills.Values-Regularly and consistently demonstrates the Nationwide Values and Guiding Behaviors.Staffing Exceptions-Staffing exceptions to the above minimum job requirements must be approved by the: Vice President and Human Resources.JOB CONDITIONS:Working Conditions: Extended periods on phone and personal computer. May be required to work non-standard hours based on hours of operation and schedule. May be required to carry a cell phone and respond to pagesOvertime Eligibility: Eligible (nonexempt)ADA: The above statements cover what are generally believed to the principal and essential functions of this job. Specific circumstances may allow or require some associates assigned to the job to perform a somewhat different combination of duties.Job Evaluation Activity: Evaluated March 2010 JDCJob Family/Function: MIS/TOP