Sr Client Support Analyst

GATX • Chicago, IL

7d • Hybrid

About The Position

The Senior Client Support Analyst performs IT support activities to help meet the organization’s technological needs. The incumbent carries out day-to-day activities to ensure technical and service issues related to hardware, software, and end-user support are logged and resolved according to established standards and service level agreements. Services must be performed in a way that meets or exceeds customers’ expectations. The incumbent is also expected to perform work that establishes and maintains an effective and secure endpoint computing environment.

Requirements

• Bachelor’s degree or equivalent work experience required.
• 3 to 5 years of experience in technical problem isolation and resolution. 3 to 5 years of experience with laptop/desktop hardware and software in a Microsoft environment.
• Must be proficient with Personal Computer installation, configuration and maintenance, specifically in a Microsoft Windows environment.
• Demonstrated ability to build quick and effective rapport with others.
• Demonstrate a strong sense of urgency, customer focus, effective communication skills, and a win-win approach to problem resolution.
• Ability to work independently with minimal supervision and must be able to work collaboratively within teams.
• Must demonstrate strong customer focus/advocacy, communication skills, analytical abilities, teamwork, and mentoring skills.
• Must be results-oriented, demonstrated ability to prioritize and manage multiple service requests, and interact with customers at various levels in the organization.
• This is a hybrid position which will require the employee to work in the office at least 3 days a week throughout the year.

Responsibilities

• Provide day-to-day Help Desk support for GATX North America locations. Resolve technical issues in accordance with established standards and service level agreements, with the goal of ensuring that the clients’ needs are met. This includes logging, tracking, prioritization and resolving service requests while maintaining the appropriate level of communication with the client and with other IT staff involved in the resolution of the issue. Understand the functions of the various IT groups such that the appropriate resources needed for problem resolution can be quickly identified and engaged. Monitor support requests and manage them to close; support issues requiring senior-level technical expertise. Occasionally provide support during non-business hours.
• Configure and deploy laptop and desktop computers running Microsoft Windows operating system and associated general application software. Install, troubleshoot and maintain endpoint configurations. Provide technical support to end users and serve as the technical liaison with vendors to coordinate and resolve software, hardware or phone related problems. Perform and manage assigned projects. Assist in determining endpoint computing standards and specifications.
• Perform and/or coordinate the functions necessary to establish and maintain an effective work environment, including maintenance of computers, printers, e-faxes and phone systems. Support the technology setup and orientation of new hires / relocated employees. Perform activities that enforce security and business continuity standards, especially as it relates to laptops, desktops and mobile devices.
• Investigate and stay abreast of technical and practical industry information related to the delivery of desktop computing services. Recommend and institute the best practices as appropriate.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 1,001-5,000 employees