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Posted: Monday, October 30, 2017 12:58 AM

A position is available in the IT Department for a End User Support Analyst reporting to the IT Support Manager. Applicants must have an Associate or Bachelor degree in Computer Science or related discipline. A minimum of 2-4 years of Help Desk or Desktop Services, troubleshooting computer problems in a corporate environment supporting internal end users, in addition to coordinating the release of new or changed systems/services or products. These changes can be software, hardware, or a combination of both. Excellent written and oral communication skills as well as above average problem solving abilities are also required. Utility experience preferred. This position will provide exposure to a very broad range of activities including technical support, project management, industry specific business processes and in-person, hands-on training. Principal Responsibilities & Activities: Operational Support Respond to incoming telephone calls, voicemail, and e-mail requests to assist end-users in resolving technical problems including: printing, mobile devices, network connectivity, malware, and application support. Troubleshoot application and hardware errors. In conjunction with users, isolate problems from symptoms, determine alternatives and develop and implement solutions. Work with staff to improve user instructions for better understanding. Record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution. Preform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware and configuring systems and applications. Project Delivery Participate in the test, training, and delivery of technology projects with project management team, service owners and/or consultants. Research and participate in the development of system requirements, and evaluation and selection of hardware. Assist with the set up of pre-production environments for testing (unit, system, integration, performance, user acceptance), coordinate testing schedules, and make recommendations to improve effectiveness, efficiency, and overall performance satisfaction for the end user. Prepare routine end user and support staff instructions and assist in the development of training and orientation materials. Coordinate deployment schedules, develop communication plans and provide metrics from surveys and incidents to measure deployments success to Project Management team, Service Owner and Support team. - provided by DiceTroubleshooting, Project delivery, Integration testing, Effective communication, Customer service

Source: http://www.juju.com/jad/00000000eassoe?partnerid=af0e5911314cbc501beebaca7889739d&exported=True&hosted_timestamp=0042a345f27ac5dcd66255f88d90debdabafd87f104b55aa9222aba5496e4e62


• Location: Monroe, New Haven

• Post ID: 20449682 newhaven
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