Systems Support Analyst I

AF Group•Lansing, MI

5h•Onsite

About The Position

Primarily responsible for incident management on Enterprise IT equipment, including installation, maintenance, troubleshooting, and repair of hardware and software. The analyst assists and consults with vendors, consultants, subject matter experts, management, and customers on evaluating, analyzing, and troubleshooting systems. The role provides support documentation, workarounds, and solutions to customers and peers through training and communication, and maintains a high level of customer service through relationship management and actionable follow-through. This position expands upon the skills and responsibilities of the Systems Support Technician position. Responsibilities described are typically associated with the job; the time spent on each may vary between positions, and other relevant essential functions may be required. Work is performed in an office environment or computer rooms that may be warmer or cooler than normal offices. Travel may be required, and the analyst may be called upon after hours, including nights, weekends, holidays, and other shifts. Possible hazards include injury while working with electronic equipment; accepted safety and security procedures must be followed.

Requirements

Associate degree in computer science or a related business field; combinations of education and experience may be considered in lieu of a degree or certificate.
At least three years of experience working in an IT environment with business systems support, or relevant experience providing the necessary skills, knowledge, and abilities.
At least six months of relevant customer service experience.
Clearly and concisely communicate factual and technical information to people at all levels of understanding.
Organize, prepare, analyze, and interpret data trends to identify and solve problems.
Advanced knowledge of computers and word processing, spreadsheet, and database software.
Practical knowledge of enterprise applications and support structures, including problem-solving practices and procedures.
Excellent oral and written communication skills.
Current technical and practical knowledge of hardware and software analysis and troubleshooting.
Proofread documents for accuracy in spelling, grammar, and punctuation.
Conduct independent research and demonstrate excellent analytical skills.
Thrive amid shifting demands and changing priorities.
Demonstrate excellent customer service skills.
Have general insurance knowledge and general knowledge of business units and insurance operations.
Perform mathematical calculations and statistical reporting.
Transform conceptual information into clear, detailed documentation.
Demonstrate excellent organizational skills and ability to prioritize work.
Understand and follow safety and security practices.
Move or lift objects weighing up to 40 pounds unassisted.
Type accurately at 40 words per minute.

Nice To Haves

Progress toward at least one industry-recognized operating system or hardware-based technical certification, such as Microsoft Certified Solutions Associate (MCSA) or CompTIA A+.
Experience working within an IT HelpDesk is highly preferred.

Responsibilities

Respond to and resolve call incidents.
Document client requests in an ITSM Incident System, assign incidents appropriately, determine severity and impact using documented procedures, and prioritize workload.
Provide internal system support to enterprise customers and external support to agent and policyholder customers.
Triage and troubleshoot client computing devices and peripherals, including mobile devices, tablets, printers, cameras, and projectors.
Assist with and resolve incidents primarily through phone support using the incoming ACD/phone system queue.
Manage multiple priorities and meet service level agreements and deadlines in a high-production environment.
Identify, evaluate, and communicate the impact of changes on information systems, procedures, and workflows.
Develop support documentation and user references for client computing, including materials related to faxing, operating systems, and Microsoft Office applications.
Maintain current technical and practical knowledge of hardware and software analysis and troubleshooting.
Assist agents and policyholders in using company-specific web applications for policy and claim administration.
Modify and maintain security for specific end-user applications.
Communicate with external vendors to address software and hardware issues and solve problems.
Maintain confidentiality of information processed.