IT Systems Support Analyst

J ob Description – IT Systems Support Analyst (onsite) Overview Responds to inquiries and requests for assistance with the organization's Information Technology systems, processes and equipment at the client assigned facility. Identifies, analyzes, troubleshoots and resolves problems with the aim of eliminating recurrences of problems at the site. Coordinates with other Information Technology areas to resolve problems. Provides support and a local central point of contact for standard software and hardware in use Job Description · Logs all Service Desk calls or email requests into Track-IT (ticketing system) and updates problem profiles · Analyzes and resolves problems with a goal of 75% First Call Resolution. · Supports all Software Applications and Infrastructure in use at the site facility · Investigates causes, tests solutions, and puts solutions in place to reduce calls · Works to eliminate recurring problems and reasons to call · Installs and configures any new hardware required on-site · Promotes effective use of technology · Watches for trends that indicate potential problems and then eliminates the problems before they happen · Involves dealing with and/or responding positively to complaints, problems, and sometimes negative and emotional behavior · Promotes a professional Customer Service image · Understands Customer priorities and objectives and takes an active role in accomplishing those objectives · Reviews start of day activity logs (i.e. backups) and identifies any ongoing issues · Working with Metro NOC when required, monitoring, troubleshooting issues on the Metro network. · Keeps peers and users informed of trends, significant problems, unexpected delays and anything new in the environment · Keeps customers informed of global problems, scheduled downtime or anything that affects the computing environment · Keeps customers informed of progress on problems that cannot be resolved on first call · Keeps current on all the technology used in the environment supported · Takes training that continues to develop technical and soft skills · Opportunity to support other Metro Supply Chain Group offices and facilities Qualifications: · Bachelor of Science in Information Systems or related field or equivalent combination of education and experience or have completed a Microsoft Certified Professional (MCP) or Microsoft Certified Systems Engineer (MCSE) · 3+ years work experience in an IT support function or a customer service oriented, call center environment. · Ability to identify and resolve problems quickly and effectively. · Knowledge of Supply Chain technology is an asset · Commitment to team/department/company; understanding the Customer Service role in the company · Understands entire…