IT Senior Support Analyst

Job Summary

The IT Senior Support Analyst reports to the Director of IT Support Services and supports company and end-user technical needs while providing excellent customer service. This position serves as lead for IT Support Services in enterprise-wide and department projects and activities, and is responsible for organizing, tracking and documenting projects and procedures, and analyzing cases in the IT support ticketing system to identify trends, and opportunities for innovative technological solutions or enhancements to improve system, equipment, process and/or customer service quality. 

The successful candidate will embody and work to reinforce MAA’s Core Values.  Those values include:

• Appreciating the uniqueness of each individual
• Communicating openly and with integrity
• Embracing opportunities
• Doing the right thing at the right time for the right reasons

Duties and Responsibilities

• Serves as IT Support Service lead for department and enterprise-wide technical implementations, equipment installations, software and hardware maintenance, facility/site conversions, and projects.
• Documents, tracks, and maintains standard procedures, processes, policies, and projects for IT Support Services.
• Coordinates with coworkers, business customers, vendors, and internal resources to identify, troubleshoot, diagnose and resolve more complex user, network, and system issues, escalating critical incidents and communication needs to management as appropriate.
• Monitors case logs and activity reports in IT support ticketing system in order to identify emerging issues, determine trends with customer problems, and discover opportunities for training or additional documentation.
• Identifies, researches, recommends, and organizes implementation of system, application, and process enhancements or new tools in order to drive efficiency, increase customer service levels, and decrease costs.
• Supports organizational information technology initiatives and maintenance by performing and facilitating some or all of the following: creation of system imaging and update configurations, network documentation audits, system configuration, infrastructure support, system administration, system analysis, database maintenance, installing and upgrading equipment components and software, and planning for/responding to service outages and other problems.
• Documents and develops training material and serves as a resource for technical guidance for IT Support Analysts.
• Assists with procurement, inventory control and equipment life-cycle planning activities for technical hardware and software across the company, with attention to cost effective sourcing and analyzing costs for budgeting current and future needs.
• Provides day-to-day end-user support, training and problem resolution for a wide range of computer hardware, software, applications, and data and voice networks.
• Accurately and fully documents all troubleshooting and steps taken to resolve case within the IT support ticketing system, ensuring tickets are created for all work done.
• Fosters positive relationships by offering quality, courteous, professional customer service.
• Performs other related duties as assigned to meet the needs of the business. 

Required Qualifications

• Bachelor’s degree in Information Technology, Business Administration, or other computer related field with 4-6 years of work experience; or an equivalent combination of education and experience required
• Previous experience in an IT support role required
• Previous experience using Active Directory required

Preferred Qualifications

• Previous experience with ServiceNow

Knowledge, Skills, and Abilities

• Knowledge of Windows Operating Systems and the Microsoft Office installation process
• Knowledge applying Microsoft Open Database Connectivity (ODBC) connectivity for Microsoft Structured Query Language (SQL) Server
• Knowledge of Cisco wireless routers
• Knowledge of general IT and business operations
• Skill in computer hardware troubleshooting including monitors, printers and desktop software
• Skill in applying critical thinking, analysis and problem-solving methods
• Skill in managing projects, organizing, prioritizing, and meeting deadlines
• Skill in adapting to changing priority needs
• Skill in self-directing job tasks and taking initiative
• Skill at creating detailed-driven documentation
• Skill to clearly and concisely communicate verbally and in writing both technical and non-technical information
• Skill in explaining technical information in layman’s terms
• Skill working in a collaborative team environment
• Skill working with minimal direction
• Skill in providing customer service
• Proficiency with Microsoft Office applications (Word, Excel, Outlook and PowerPoint)
• Ability to work occasional weekends and/or holidays

Physical and Environmental Requirements

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job
• While performing the duties of this job, the employee is regularly required to talk or hear; the employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms
• This position requires the ability to occasionally lift office products and supplies, up to 20 pounds
• This job operates in a professional office environment; this role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines

Disclaimer

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.