IT Service Desk Analyst - Spanish bilingual - Tricon Solutions

Location: 400 Bertha Lamme Drive, Cranberry Township, PA - 16066 (Hybrid - Tue/Wed/Thu in office)

Type: 4 months contract on W2 with intention to extend

Shift Schedule:

• Mon-Fri 7:00am-4:00pm, 8:00am-5:00pm, 9:00am-6:00pm, Saturday 7:00am-4:00pm. OT is available if approved for situations such as an analyst working through a lunch.
• We do 40 hour weeks, and rotating shift weeks, so it's either M-F 7-4, M-F 8-5, M-F 9-6, or T-S 7-4 everyone on the team eventually works each shift, but you are assigned a shift for the week and it's steady. it's still only 40 hours as they would get a different day off during the week

Summary:

The Service Analyst job forms part of the Service Management track within the IT function. Members of this family provide support to end-users and provide pro-active monitoring of client's computer system through ITIL methodology best practices of Incident, Problem and Knowledge centered support.

Onsite/Remote:

The job is currently in office on Tuesdays, Wednesdays, and Thursdays and remote work from home on Monday and Friday. We have 3 days of indoor training at the Cranberry location and then the contractor will work remote. This is subject to change at any time. Because of this, applicants would need to be able/willing to come into the Cranberry office if regulations changed. At this time, we do not have a date that analysts will be asked to work full time in the office.

Responsibilities

• The IT Service Analyst I (ISAI), located in Cranberry Township, PA, provides support to end users and IT systems on a variety of issues.
• Identifies, researches, and resolves technical problems.
• Responds to telephone calls, emails, and personnel requests for technical support.
• Performs pro-active monitoring of client's computer systems through appropriate tools.
• Documents, tracks, and monitors problems to ensure timely resolutions.
• Works directly with customers on resolving problems that typically take greater time and experience to resolve.
• Participates in various projects to monitor and improve responsiveness to customer.
• Plans and monitors goals. Incumbents are service matter experts and promote instructions from pre-established guidelines to resolve issues.

Minimum Required Qualifications:

• Bilingual language skills (Spanish) required.
• A 2-year degree in Information Technology, or related discipline
• 1-3 years technical support experience in a computer-related area
• Knowledge of commonly used concepts, practices, and procedures in the related field
• Working knowledge of related ITIL standards or best practices
• Intermediate knowledge of infrastructure support components
  • Standard desktop, tools & utilities
  • Server operating systems, tools & utilities
  • IT networks and voice services
  • IT security and Disaster recovery
  • Process control and monitoring
  • Call Center technologies

Preferred Skills:

• 1 year of experience in a Global IT Service Desk function is highly preferred
• Advanced troubleshooting skills
• Successful completion of the IT Entry Logic and Problem Solving Test
• Strong analytical abilities to quickly resolve technical problems, evaluate alternative approaches and to recommend the most feasible and economical solutions
• Strong analytical, communication, problem solving, and organizational skills
• Ability to work without close supervision while ensuring that tasks are done effectively and consistently
• Strong verbal communication skills, including the ability to document operations procedures
• Ability to effectively work independently or in a team environment
• Ability to effectively interact with a diverse user base
• Availability to work rotating shifts and holidays
• Ability to work in an office or retail store environment with sensitivity for safety and physical security

Success Factors:

• Focus on results, drive change, promote teamwork, build trust & respect, understand market & customer perspective plus the following:
• Attend to Detail
• Communicate and Share Information
• Manage Complexity
• Solve Problems
• Take Responsibility