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The IT Support Analyst supports Cooper Steel's goals, values, and philosophy by exhibiting the following behaviors: excellence, quality service, commitment, and accountability. As a member of the Cooper Steel team, performance includes demonstration of the following accountabilities: communication, teamwork, job knowledge and leadership.
POSITION SUMMARY
The IT Support Analyst is responsible for ensuring proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.
PRIMARY DUTIES AND RESPONSIBILITIES include the following:
- Promote a strong quality culture throughout the company maintaining Cooper Steel’s core priorities: Safety, Quality, Production
- Evaluate documented resolutions and analyze trends for ways to prevent future problems.
- Field incoming help requests from end users via both telephone, e-mail, and chat/SMS in a courteous manner.
- Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
- Build rapport and elicit problem details from end users.
- Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician.
- Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
- Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
- Identify and learn appropriate software and hardware used and supported by the organization.
- Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing
- file backups and configuring systems and applications. (In person or through remote access)
- Test fixes to ensure problem has been adequately resolved.
- Perform post-resolution follow-ups to help requests.
- Develop help sheets and frequently asked questions lists for end users.
- Assist in enterprise level software implementations as needed.
- Other duties as assigned
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION AND/OR EXPERIENCE
Associates Degree or higher (Preferred)
2-3 years of helpdesk or service desk level experience
OTHER SKILLS
Strong interpersonal skills; ability to communicate effectively with a diverse range of individuals; problem-solving skills; good judgment; ability to handle multiple tasks simultaneously; self-motivated individual with a keen attention to detail; exceptional oral and written communication skills; ability to work effectively with others; ability to adapt in a fast paced environment; good prioritization skills; ability to work effectively under pressure and respond to changing demands of handling multiple job duties and frequent interruptions; must possess a high level of professionalism and customer service. Some travel may be required.
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