IT Support in Chesterfield, MO at Signature Consultants

Date Posted: 7/15/2020

Job Snapshot

Job Description

Senior IT Support Analyst:

Signature Consultants has an opportunity for a Senior IT Support Analyst. Under minimal supervision, the candidate will act as a senior level support resource providing first and second-tier support for IT incidents and requests from associates via phone, email, and remote connection to resolve routine problems regarding hardware, software, and peripherals. The candidate will use detailed knowledge of the infrastructure environment to effectively deliver IT and business requirements. This position attempts to resolve as many requests as possible during first contact, determines urgency of needs, prioritizes, and responds to support requests by taking corrective action or routing requests to appropriate IT specialists. The candidate will provide customer oriented follow-up in a courteous, efficient and timely manner. This position also records, dispatches and closes service requests using Service Now software.

Responsibilities:

  • Responds to escalated service requests from Help Desk associates and other team specialists, working to identify, troubleshoot and resolve routine operator problems and makes or coordinates repairs
  • Escalates the most complex issues to third-tier team members or other appropriate teams within IT
  • Responsible for first and second level support and appropriate follow up on IT systems including PC's, printers, servers, and related IT hardware and software
  • Clearly document and effectively prioritize client requests into ServiceNow
  • Clearly identify, isolate, document, and define problems; resolve them in a timely manner when able, and escalate them to the appropriate team/owner according to SLA processes
  • Complete required project activities
  • Install software, desktop/laptops systems and peripherals
  • Update documentation
  • Maintain high customer satisfaction by representing IT courteously, professionally, and effectively
  • Maintain and organize inventories
  • Manage and organize support information knowledge base
  • Proactively identify areas of improvement to management, and lead/participate in solution design
  • Out of hours contact for any IT related issues including disaster recovery
  • Follows standard operating procedures, policies & direction

Qualifications:

  • Post-Secondary education graduate or relevant experience
  • 4+ years of technology/desktop support experience
  • Fluent English Language skills both spoken and written
  • Extensive knowledge of Windows desktop environment and MACs
  • Knowledge of Windows Server environment administration (AD, Exchange)
  • Proven understanding of a wide range of end user computing technical requirements, hardware knowledge and troubleshooting, as well as proven ability in handling project related tasks
  • Ability to work efficiently as part of a team environment
  • Ability to work well independently and be proactive with task and time management
  • Ability to diagnose software and hardware problems
  • Effective oral and written communication skills
  • Effectively manage relationships with all levels of internal stakeholders
  • A+, Network & Microsoft Certified Desktop Support Technician preferred
  • Proficient with Windows desktop environment (Win 10 & Microsoft Office) and MACs
  • Basic TCP/IP networking
  • VoIP Telephony
  • Windows Terminal Server end user support
  • Mobile device support - Blackberry & iPhone
  • Printer technologies
  • Video conference & meeting room technology
  • Dell workstation hardware
  • Excellent communication & organizational skills
  • Strong telephone and customer service skills
  • Strong analytical and problem solving skills
  • Availability to work overtime, as required

About Signature Consultants, LLC

Headquartered in Fort Lauderdale, Florida, Signature Consultants was established in 1997 with a singular focus: to provide clients and consultants with superior staffing solutions. For the ninth consecutive year, Signature was voted as one of the "Best Staffing Firms to Work For" and is now the 14th largest IT staffing firm in the United States (source: Staffing Industry Analysts). With 28 locations throughout North America, Signature annually deploys thousands of consultants to support, run, and manage their clients' technology needs. Signature offers IT staffing, consulting, managed solutions, and direct placement services. For more information on the company, please visit www.sigconsult.com. Signature Consultants is the parent company to Hunter Hollis and Madison Gunn.