IT Support Analyst

Company: iSoftStone
Location: Kirkland
Posted on: May 27, 2023

Job Description:

Description

iSoftStone, Inc. in Bellevue, WA, is seeking an IT Support Team Member!

You are measured by customer satisfaction. You take ownership of the state of the
procedures you both inherit and produce. You use established procedures independently
and require minimum supervision. Your work may be somewhat difficult in nature, but usually involves responsibility including participation in projects. You complete your assigned tasks on-time with minimum assistance. You are able to document clear user guides in layman's terms for our customers.

You respond promptly to issues and keep stakeholders constantly updated. Given an issue,
you are able to troubleshoot, do root cause analysis, and thoroughly resolve defects. You
take ownership of issues (even when outside your own domain), propose solutions, and
either drive them to resolution or ensure a clear hand-off to the right owner.
You keep your working team regularly updated on your progress, both in verbal/written
communication and keeping artifacts (JIRA tickets, RemedyForce ITSM, etc) up to date.
This position plays an important IT support role that is essential in ensuring smooth
daily operation for the business.

Responsibilities:

-Provide level 1 and some level 2 application support and technical assistance to local
and remote users on all business as usual (BAU) matters including but not limited to
software/app installation, configuration and troubleshooting.
-Maintain and monitor internet connectivity on performance related issues
-Diagnose and repair any IT related faults that includes IT incidents using best
practices including close follow up until ticket closure within service level agreement
-Create user accounts for new joiners, conduct IT onboarding, termination for leavers,
support on password reset and unlocking of user accounts.
-Maintain and update asset inventory listing
-Handle tech refresh for computer assets
-Liaise with vendors related to IT asset and service procurement.
-Collaborate with remote IT Systems, IT Network and other teams to perform testing
and support the roll out of new project implementation or deployment.
-Involve in office build projects that include office expansion and relocation tasks
-Provide timely and progressive update to users on incident/request
-Identifying, documenting, and presenting process gaps, both technical and procedural
-Create and update content in Confluence and RemedyForce knowledge articles for proper documentation and user self-service.

Qualifications:

-Familiar with MacOS and Windows OS support that includes installation,
configuration and troubleshooting of OS related issues
-Basic knowledge on hardware and peripherals troubleshooting
-Able to deliver and pick up assets as part of remote support
-Ability to create and understand technical knowledge articles
-Basic knowledge on networking that includes connectivity and latency checking, Google Workspace in an enterprise environment, JIRA and Confluence, Remedyforce or IT service management, and cloud technologies.
-Ability to create and understand technical knowledge articles, and multi-task and quickly adapt in a fast-paced growth environment.
-Develop and maintains cross functional relationships with other teams.
-Demonstrate a genuine desire to make a positive social impact and desire to succeed.
-Readily tackles difficult tasks, and shows drive and determination with an energetic approach to work.
-Willing to ask questions when unsure, encourage debate, and quickly resolve issues.
-Possess a desire for continuous learning.

-Willingness to work flexible hours and scheduling including occasional nights and
weekends remotely and in office.

iSoftStone, Inc. is a technology consulting company partnering with you to create innovative solutions with industry-leading platforms and services that improve business performance and provide a sustainable, competitive advantage. Our breadth of technical expertise and partner experiences are at your service.

With established practices across SharePoint, Digital Transformation, and Cloud and App Development, iSoftStone partners with Fortune 100 companies to provide best-in-class technology services and solutions. 2017 marked the beginning of an Accessibility Practice that paved the way for iSoftStone to become instrumental in building expertise and leadership in accessibility compliances. Currently iSoftStone employs over 70,000 employees worldwide and offers services across Cloud, Digital, Content, and Automation platforms.

Visit us at https://www.isoftstoneinc.com.

Keywords: iSoftStone, Kirkland , IT Support Analyst, Professions , Kirkland, Washington