Technical Support Analyst

Shamrock • Phoenix, AZ

23h

About The Position

The Service Desk team is hiring a Technical Support Analyst I to support Shamrock’s growth. The role provides system and application support to internal and external customers, configures and installs new systems, and upgrades and supports existing systems. The analyst automates processes, reporting, and responses when possible; troubleshoots issues through remediation and root cause analysis; and works to prevent recurring issues. The role also involves improving operations, staying informed about relevant IT technologies and methodologies, partnering with other technical teams on advanced issues, and creating documentation to help colleagues resolve issues efficiently.

Requirements

• BA/BS degree in a technical field or evidence of exceptional ability.
• At least 1 year in a technical customer and desktop support role.
• Advanced troubleshooting knowledge and ability.
• Fundamental knowledge of Office 365 and Active Directory.
• Well versed in general IT technologies and best practices.
• Demonstrated ability and passion for learning new technologies and business processes.
• Strong people skills and ability to work collaboratively as a team member.
• Ability to communicate clearly in English, verbally and in writing, keep relevant people informed, and understand and execute oral and written instructions.
• Strong analytical and problem-solving skills for rapid issue response.
• Ability to develop workable solutions using creative thinking.
• Ability to adapt to changes in a dynamic work environment.
• Propensity for knowledge gathering and sharing.
• Ability to lift and relocate end-user computing devices weighing up to 40 lbs.
• Understanding of how different functions and businesses at Shamrock are related and affect one another.
• Exposure to command lines and/or scripting languages.
• Understanding of basic networking protocols.

Nice To Haves

• Experience with ticketing systems; Jira is preferred.

Responsibilities

• Provide system and application support to internal and external customers.
• Configure and install new systems, and upgrade and support existing systems.
• Automate processes, reporting, and responses when possible.
• Troubleshoot technical issues from initial remediation through full root cause analysis.
• Address root causes to prevent repeat issues.
• Take initiative to improve operations and stay educated on relevant IT technologies and methodologies.
• Partner with internal technical teams to resolve advanced issues.
• Create documentation to help team members resolve issues more quickly.

What This Job Offers

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