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Associate IT Service Analyst (Technical) - Full-time
| Verified Pay | $56678-$70848 per year |
|---|---|
| Hours | Full-time |
| Location | Lansing, Michigan |
About this job
Associate IT Service Analyst (Technical)
US-MI-Lansing
Job ID: 2024-4432
Type: Regular Full-Time
# of Openings: 1
Category: Information Technology
Farm Bureau Center
Overview
Associate IT Service Analyst (Technical) Objective
To provide consistent technical product support to clients, as well as troubleshoot software application and hardware issues quickly and effectively. To respond to business users promptly and professionally, accurately documenting issues and resolutions, and collaborating with both customers and Information Technology (IT) Division employees to solve complex technical issues. To analyze moderately complex business problems to be solved with automated systems. To assist users by installing approved new and upgraded software packages. To make required software changes to support activities scheduled through department management. To support physical desktops and virtual desktops, and utilize the application packaging suite and call center software.
Responsibilities
Associate IT Service Analyst (Technical) Responsibilities
Provide primary second line support for all hardware-related computing problems reported to the Level I technical support area.
Act as a liaison between Level I technical support and the Technical Services areas.
Contact outside software vendors and work closely with IT Division personnel to resolve certain problems if required. Document problem resolutions through use of the problem tracking mechanism.
Tier 1 IT support responsibilities include:
• End-user technical support.
• Troubleshooting.
• User account management. (Active Directory and Azure)
• Detection of potential major incidents and problems.
• Proactive maintenance and Incident Management.
• Patch Management fundamentals.
• Software installations.
• New user hardware installations.
• Issue documentation and resolution steps.
• Chat Bot automation.
• Communication to end-users updating on status of the incident.
Must be skilled in both technical knowledge and customer service. Soft skills are particularly relevant for this position as you will be the "face" of IT. Most tickets are solved at this stage, this technician should be able to filter tickets accurately and escalate them to tier 2 or tier 3 when necessary.
Qualifications
Associate IT Service Analyst (Technical) Qualifications
Required: High school diploma or equivalent required. One to three years background in software/networking field required. Experience in Microsoft Windows in a large multi-server local and wide area network environment, utilizing Microsoft Windows workstations required. Technical expertise commensurate with experience required. Must possess a valid driver license and good driving record.
Preferred: Associate’s or bachelor’s degree in computer science preferred.
Note: Farm Bureau offers a full benefit package including medical, dental, vision, and 401K.
PM19
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
Compensation details: 56678-70848 Yearly Salary
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