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IB IT SUPPORT CENTER ANALYST
•30 days ago
| Hours | Full-time, Part-time |
|---|---|
| Location | Mount Laurel, NJ Mount Laurel, New Jersey |
About this job
POSITION PURPOSE
MAJOR TASKS, RESPONSIBILITES AND KEY ACCOUNTABILITIES
Essential Duties and Responsibilities (May serve in one or more of the following roles.)
Hardware Documentation:
* Document client reported hardware issues for Personal Computers, Printers, Handheld Devices, Scanners and other IBI approved hardware.
* Utilize Support Center guidelines to escalate ticket.
Telecommunications Documentation:
* Document telecom requests from client community regarding telephone system and phone line issues associated with Interline Brands provisioned services.
* Understand existing telecom documentation and apply the knowledge to the client reported issue when appropriate. If documentation applies, send documentation to client.
* Utilize Support Center guidelines to escalate ticket.
Network Diagnostics:
* During shift hours proactively look for and respond to network tickets, and distribute to Support Center Analyst in accordance with escalation procedures.
General:
Review incoming client issues via phone, voicemail, Support Center Portal, or in person that relate to IBI approved software and hardware. Based on the information received, the IT Support Assistant will:
* Contact client for additional information, if the ticket does not meet the feined documentation criteria.
* The IT Support Assistant will administer password changes and account unlocks for RS6000 based application.
* The IT Support Assistant will escalate ticket to IT Support Center Analyst or Telecom Personnel in accordance with Support Center Procedures.
NATURE AND SCOPE
Reports to IT Support Center Manager.
ENVIRONMENTAL JOB REQUIREMENTS
Environment:
Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Travel:
Typically requires overnight travel less than 10% of the time.
Additional Environmental Job Requirements: MINIMUM QUALIFICATIONS
Must be eighteen years of age or older.
Must be legally permitted to work in the United States.
Additional Minimum Qualifications:
Education Required:
The knowledge, skills and abilities typically acquired through the completion of a high school diplomas and/or GED.
Years of Relevant Work Experience: 0 years
Physical Requirements:
Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.
Additional Qualifications:
Preferred Qualifications:
Knowledge, Skills, Abilities and Competencies:
MAJOR TASKS, RESPONSIBILITES AND KEY ACCOUNTABILITIES
Essential Duties and Responsibilities (May serve in one or more of the following roles.)
Hardware Documentation:
* Document client reported hardware issues for Personal Computers, Printers, Handheld Devices, Scanners and other IBI approved hardware.
* Utilize Support Center guidelines to escalate ticket.
Telecommunications Documentation:
* Document telecom requests from client community regarding telephone system and phone line issues associated with Interline Brands provisioned services.
* Understand existing telecom documentation and apply the knowledge to the client reported issue when appropriate. If documentation applies, send documentation to client.
* Utilize Support Center guidelines to escalate ticket.
Network Diagnostics:
* During shift hours proactively look for and respond to network tickets, and distribute to Support Center Analyst in accordance with escalation procedures.
General:
Review incoming client issues via phone, voicemail, Support Center Portal, or in person that relate to IBI approved software and hardware. Based on the information received, the IT Support Assistant will:
* Contact client for additional information, if the ticket does not meet the feined documentation criteria.
* The IT Support Assistant will administer password changes and account unlocks for RS6000 based application.
* The IT Support Assistant will escalate ticket to IT Support Center Analyst or Telecom Personnel in accordance with Support Center Procedures.
NATURE AND SCOPE
Reports to IT Support Center Manager.
ENVIRONMENTAL JOB REQUIREMENTS
Environment:
Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Travel:
Typically requires overnight travel less than 10% of the time.
Additional Environmental Job Requirements: MINIMUM QUALIFICATIONS
Must be eighteen years of age or older.
Must be legally permitted to work in the United States.
Additional Minimum Qualifications:
Education Required:
The knowledge, skills and abilities typically acquired through the completion of a high school diplomas and/or GED.
Years of Relevant Work Experience: 0 years
Physical Requirements:
Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.
Additional Qualifications:
Preferred Qualifications:
Knowledge, Skills, Abilities and Competencies:
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