Nw0029 -- IT End User Analyst - Level B

Tennessee Valley Authority • Chattanooga, TN

1d

About The Position

The IT End User Analyst provides call center, network, and production control support in the consolidated IT Customer Operations Center (ITCO). The analyst provides Tier 1 support by phone, on site, and at the walk-up Service Desk Window, and coordinates with customers and technical teams. The role troubleshoots and restores routine technical service and equipment problems using established processes, documents work in a Ticket Management System, maintains technical instructions, and evaluates monitoring-tool messages to resolve or prevent infrastructure issues. Problems are escalated to Tier 2 or Tier 3 as required.

The position may require rotational shift coverage and on-call availability, including 24x7 coverage. Travel may be required for project work or temporary duty at other sites, according to the schedule and shift requirements of the supported businesses. The analyst must be able to qualify for and maintain a Sensitive clearance or equivalent security clearance.

Requirements

• Bachelor’s degree in computer science, engineering, math, business, or a related field, or equivalent education, training, and experience.
• Four or more years of experience in one or more IT infrastructure technologies, such as networking, client-server architectures, server and desktop operating systems, databases, server virtualization, storage area networks, or messaging.
• Working knowledge and understanding of HPSM, Client-OMU, Solar Winds, or similar event-monitoring tools.
• Proficient knowledge and understanding of IT infrastructure hardware and software, end-user tools and equipment, and ITCO incident, problem, and deployment change management processes.
• Good communication skills, including the ability to communicate with customers to diagnose and resolve problems and to communicate technically with Infrastructure Operations engineering and operations personnel.
• Ability to work under pressure.
• Problem-analysis and analytical skills.
• Proven performance in user satisfaction, adherence to quality standards, and timely completion of key assignment aspects.
• Ability to qualify for and maintain a Sensitive clearance or equivalent security clearance.
• Ability and willingness to take on-call rotational assignments, potentially requiring availability 24 hours a day, 7 days a week.
• Willingness to travel as required for project work or temporary duty at another site.

Responsibilities

• Provide Tier 1 phone, on-site, and walk-up Service Desk Window support and coordination.
• Troubleshoot and restore routine technical service and equipment problems by analyzing, identifying, and diagnosing faults using established processes and procedures.
• Recommend process improvements to prevent problems.
• Document workflow in the Ticket Management System.
• Maintain technical instructions for standard processes.
• Evaluate messages from monitoring tools and take action to resolve and prevent IT infrastructure issues.
• Escalate problems to Tier 2 or Tier 3 as required.
• Provide rotational shift coverage as needed, including 24x7 coverage.
• Assume on-call rotational assignments that may include 24-hour, 7-day-per-week availability.
• Travel as required for project work or temporary duty at other than the home-based site.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level