Under the general direction of IT Service Support Regional Manager, the ITSS Senior Field Support Analyst (FSA) provides customer service to an assigned end user base. This role is responsible for the maintenance and administration of computer networks and related computing environments including computer hardware, systems software, applications software, and all configurations. The ITSS Senior Field Support Analyst is the face of IT and will act as a liaison between IT and the end user for Level 2 IT related needs. This position will also be called on to serve in an elevated capacity by participating in one or more Centers of Excellence.


Key Responsibilities:


• Serves as the IT liaison to regional business unit end users
• Provide desk side and remote technical assistance to end users during regular business hours and in support of special business projects and initiatives
• Maintain and administer computer networks and related computing environments, including computer hardware, systems software, applications software and all configurations
• Work on assignments that are complex in nature and require judgment, initiative and specialized knowledge to identify, resolve and recommend solutions to problems
• Escalate non-resolvable issues to higher-level teams in a timely manner
• Provide support and assistance for Business Unit process systems as required
• Create, monitor and enforce policies and procedures
• Create, distribute and update knowledge base solutions
• Evaluate, design and implement new systems that increase productivity or enhance overall business operations
• Integrate technical knowledge and business understanding to resolve problems for customers
• Resolve single and cross technology incidents independently
• Work with team members to resolve unusually complex or cross technology incidents
• Provide technical consulting during implementations and upgrades to production systems
• Build and maintain strong relationship up to senior management level within their Business Units in assigned regions
• Assist in the management of asset inventory, hardware lease agreements, service contracts, and vendor support agreements
• Establishes and maintains positive and effective work relationships with co-workers, leaders, and customers
• Lead Customer Expectation management as part of escalation process
• Work on cross-team or large programs/projects and provide direct support to major/complex and strategic initiatives and programs
• Travel to other business sites to provide additional support or to attend training sessions
• Adheres to departmental standards and ensures appropriate use of information systems
• Perform reporting and administrative functions as required


Knowledge, Skills, Abilities and Competencies:


• Graduate degree in Computer Science, Engineering or related discipline with an IT focus
• Certifications: A+ Certification and HDI certification (both HDI Support Center Analyst HDI Desktop Advanced Support Technician) required, MCSA Certification preferred
• 4+ years of End User services experience with large teams to support
• Ability to conduct research into application development issues and products
• Strong analytical skills, including troubleshooting and integration of IT services
• Knowledge of existing and emerging hardware and software technologies and IT architectures
• Strong problem solving, decision making, sound judgment, assertiveness in developing efficient and effective solutions to diverse and complex business problems
• Ability to communicate openly and effectively with senior management, Business Units management, with other IT managers, with staff, and with many diverse constituencies
• Ability to work decisively under heavy workload considering the criticality, urgency and extended work hours required to ensure availability of the service in accordance with service level commitments
• Ability to manage multi-cultural and multi-located teams
• High willingness to drive transformation and service improvement
• Strong customer / end-user / client service orientation
• Strong relationship building and interpersonal skills
• Work experience in a related industry setting is a plus
• Work experience at an IT service provider is a plus (managerial and/or delivery level)
• Able to travel ~30% between US & Canada


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We thank you for your interest. Only those selected for an interview will be contacted.


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