Technical Service Analyst

Technical Service Analyst

Carmel, IN

This position will be responsible for providing ­the first point of contact for the users who call our IT Technical Service Desk. While providing the highest level of customer service, the Technical Service Analyst responds to incoming requests, tracks all information in a tracking system and uses a knowledge base tool along with their expertise to resolve tier 1 requests in a timely fashion. This position will address end user requests and issues, attempting to provide resolution or coordinating resolution with IT staff and/or outside support vendors as appropriate. This position must adhere to and maintain SOC1 compliant IT practices and procedures.

Duties and Responsibilities

• Provide excellent customer service.
• First tier troubleshooting customer issues with infrastructure, 3rd Party software, internal developed software, desk phones and data management.
• Escalate technical issues to other members of team as necessary.
• Ensure rapid response and resolution to customer service and support issues.
• Ability to effectively interact between users, technical staff, and management.
• Provide 24 hours a day / 7 days a week on-call support on a rotating basis.
• Research and recommend products and product enhancements for all aspects of IT related software and hardware.
• Track, maintain, correct, verify and report automated job failures.
• Perform ad-hoc data requests using Structured Query Language (SQL).
• Create user accounts and manage access controls based on company policies for portals, account access, group access, email distribution and VOIP.
• Participate in business continuity testing.
• Maintain inventory of installed software and desktop hardware.
• Assist with the evaluation, planning and implementation of desktop hardware, software and related projects.
• Ability to travel
• Adheres to and is supportive of all ACES corporate policies and complies with all regulatory requirements including but not limited to NERC, FERC and relevant state regulations as applicable to the position
• Any additional responsibilities assigned by management

Required Qualifications

• Bachelor Degree in Computer Science, Technology, or related discipline. OR equivalent work experience.
• 1+ years of experience in hardware and software support.
• Experience with Microsoft Server and Desktop technologies.
• Experience with Microsoft SQL server and/or Oracle RDMS technologies.
• Experience with Structured Query Language (SQL) and C#.
• Experience with analysis, troubleshooting and resolution of desktop hardware and software problems.
• Customer service orientation.
• Excellent written and oral communication.
• Strong analytical, organizational, and interpersonal skills.
• Ability to maintain confidentiality.
• Ability to solve problems, make decisions, and prioritize their resolution.
• Ability to physically move electronic equipment including PC's, Monitors, and Printers.
• Eager to learn new tasks and jobs and have the ability to work and think independently with minimal supervision.