IT Systems Support Analyst

Metro Supply Chain Holdings USA Inc•Tracy, CA

5d•$33 - $37•Onsite

About The Position

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.

Requirements

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 process from logging to informing customer solution is in place and documenting actions; knows when to escalate; implements solutions not patches
The ability to take initiative to make improvements
Anticipate customer needs; looks for ways to make things better for the customer, to eliminate recurring problems, is constantly learning
Speaks clearly and persuasively in positive or negative situations. Listens and gets clarification to requests. Responds well to questions
Experience with configuring RF equipment.
Ability to interact and communicate clearly in English, often in stressful situations (Spanish is an asset)
Writes clearly and concisely
Ability to interact with customers in a polite and professional manner
Uses time efficiently
Treats others with respect and consideration regardless of their status or position
Accepts responsibility for own actions
Contributes skills and capabilities to achieve the team’s goals
Performs a wide range of tasks, responding to changes in direction and priorities
Accepts new challenges, responsibilities and assignments

Nice To Haves

Spanish is an asset

Responsibilities

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