Allan Myers

  • IT Senior Support Analyst

    Job Locations US-PA-Worcester
    Posted Date 3 weeks ago(5/29/2018 10:33 AM)
    ID
    2018-1694
    # of Openings
    1
    Category
    Information Technology
  • Responsibilities

    JOB DESCRIPTION:

    The Sr. Support Analyst provides direct daily user support and resolves issues escalated from other support resources.  They are responsible for advanced troubleshooting and analysis of escalated issues.  They will work with other team members and technology resources to isolate and diagnose reoccurring problems in process or technology.  They may also work on Various IT projects as needed.

    ESSENTIAL DUTIES & RESPONSIBILITIES:

    The Sr. Support Analyst is responsible to perform:

    • End User Support
      • Maintain functional proficiency to provide effective platform and application support.
      • Provide direct daily support for user requests, incidents and problem management using industry best practices. Support requests will be initiated via phone, via the incident management systems and via support chat channels.
      • Assist fellow team members in resolution of incidents and problems that are brought to your attention or that are directly escalated. Use incident escalation to identify opportunities to educate and mentor fellow team members in effective troubleshooting and problem resolution techniques.
      • Maximize the use of remote management tools to enable rapid response to user support issues.
      • Monitor, maintain and update daily status and detailed notes on support requests and tasks assigned in the incident tracking system.
      • Assist users with identifying opportunities to streamline existing work processes by taking advantage of additional existing system functionality.
      • Provide direct user support for issues escalated from internal and external service teams including those escalated outside of standard business hours.
    • Troubleshooting and issue resolution
      • Perform analysis on device or client application issues and take appropriate steps to resolve isolated or reoccurring issues.
      • Address device configuration issues and ensure platforms and applications have been deployed following our standard governance.
      • Restore deleted data as available and address data synchronization and retention issues.
      • Review and leverage network and application monitoring tools to assist in the isolation of issues reported as poor or slow performance.
      • Maintain a proficient understanding of the technology in use throughout the company including its purpose and architecture. This includes:
        • Enterprise Business Applications
        • Business area specific applications
        • Network architecture and connectivity options
      • Monitor alerts generated from management tools and applications to proactively address issues as they occur and escalate systemic issues for problem resolution.
      • Monitor security audit dashboards for corrections to be made based on exceptions reported.
    • User administration
      • Create user accounts and grant user access upon proper approval and per appropriate role responsibilities. Ensure all access requests are properly documented and audit ready.
      • Utilize the defined process to suspend user access when employees leave the company.
      • Maintain a strong understanding of company business process and business rules to validate access granted is appropriate based on the individual’s role.
      • Maintain application and data security related to designated areas of responsibility.
    • Training
      • Assist in orientation and training of users on the proper use of their computer, phone, or tablet as well as popper use of general applications such as Microsoft Outlook, OneDrive and SharePoint as well as fundamentals of accessing and using core business applications such as HCSS HeavyJob and CMiC.
      • Assist users with the proper use of single sign-on tools.
      • Document and update FAQ and Standard support procedure documents.
      • Participate in, and sometimes lead hands-on training in specific technologies, or processes for other support staff.
    • Problem Resolution
      • Identify and distinguish reoccurring or systemic problems from user incidents and requests.
      • Actively participate in problem resolution and take the lead on analysis, isolation and creation of recommended action plan.
      • Develop, document and implement resolutions for recurring incidents or problems.

    The Sr. Support Analyst will support the following area with these designated responsibilities.

    Core infrastructure Technology

    • Deployment
      • Maintain proficiency in aspects of application deployment and platform management tools.
      • Build, manage, maintain and deploy device images, device policies and software application packages to client devices following prescribed procedure.
      • Perform platform migrations and in place migrations to upgrade client hardware and OS levels as designated.
      • As part of the office/job/plant startup process, conduct highly effective requirements gathering, perform timely provisioning, configuration and deployment of technology and services ensuring the requirements of the Allan Myers teams and Project Owners are met.
      • Participate in the client hardware review and selection process
      • Load Printer configurations including setup of network print queues and scan to email where appropriate.
      • Load machine images and deploying new hardware as it is received.
      • Enroll and configure hardware in device management solutions.
      • Accurately update the asset tracking system for hardware and technology as it is deployed or returned.
      • Deploy user specific configurations, profiles, applications.
    • Monitor & Maintain
      • Maintain consistent printer driver and printer configurations on all printers, update drivers, firmware and configuration as needed to improve functionality, stability and/or user experience.
      • Monitor client backup processes to ensure client based recovery options are functioning properly and local roll back options are available as needed.
      • Monitor virus and device protection software and proactively address issues.
      • Monitor devices to ensure all at prescribed levels of operating systems and software. Push updates accordingly following defined deployment process and governance.
      • Perform proactive system testing and verification on all audio-visual systems weekly. Contact support providers and coordinate service as appropriate.

    Qualifications

    EXPERIENCE & EDUCATION/CERTIFICATION:

    • Bachelor’s degree in Business or Information Technology, Computer Science, Engineering, Finance or related field.
    • 3-5 years’ related experience

    REQUIRED SKILLS & KNOWLEDGE:

    • Confidentiality: has access to sensitive and confidential data
    • Mental Application: High decision making ability
    • Contacts (Internal and External): In contact with operations, field employees, executives, etc.  Strong verbal and written communication and customer service skills.
    • Technical: incident management systems and service reporting metrics, hosted and SaaS based solutions, all current Compute/Mobile operating systems and management platforms, Microsoft stack of Productivity and Server suites, networking technologies, including Cellular, WLAN, Ethernet and Broadband, Scripting tools/languages for administration and audit, current client based Unified Threat management systems and security suites.
    • Personal Attributes/Skills: Adaptable, analytical, ethics/integrity, conflict resolution, detail oriented, influence/persuasion, interpersonal skills, listening skills, negotiations, problem solving, and time management.  Keen sense of accuracy, urgency and attention to detail, as well as ability to follow directions/procedures, and work in a fast-paced, time sensitive environment with frequent interruptions and distractions.
    • Physical Demands/Work Environment: Typically work is performed in an office environment with frequent sitting, walking, standing, and occasionally reaching, lifting, climbing, stooping, kneeling, crouching, and balancing.  Occasional visits to site locations may expose this position to outside weather conditions, construction equipment, loud noise and vibration, traffic, and the need to traverse un-cleared, uneven and rough land.  Frequent use of eye, hand, and finger coordination enabling the use of office equipment.  Oral and auditory capacity enabling interpersonal communication as well as communication through automated devices such as a telephone and email.

    Work Environment:

    Office setting. If at a jobsite trailer, may be exposed to the following environmental conditions: moving mechanical parts, high/precarious places, fumes or airborne particles, outside weather conditions and vibration.  Typical work environment is moderate noise level.

    Travel Requirements:  Requires daily travel/commute to the office and work sites.  Travel throughout the Allan Myers footprint.  Overnight stays may be required.

     

    Overview

    Allan Myers is the largest heavy civil construction company and materials provider in the Mid-Atlantic with seven regional offices and 15 asphalt and aggregate plants. With a workforce of more than 2,000 hard working men and women, and our own extensive fleet of vehicles and equipment, there is no job that we can not tackle. The markets we serve include: design-build, site development, transportation, water and asphalt and aggregate production. With more than 75 years of history under our belt, we are constantly growing and pushing ourselves to take on new challenges that are bigger and bolder. We are a team of hard-working men and women as strong as the structures we build. With Myers on your helmet, you'll be part of an elite team, bonded by their determination, committed to building the face of tomorrow, today.

     

    Allan Myers is an equal opportunity employer, committed to a diverse workforce (Minority/Female/ Protected Veterans/Disabled).

     

     

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