ICDS Analyst I

Title: ICDS Analyst 1

Location: Smyrna, TN (Onsite Monday\-Thursday, day shift)

Primary Function:

End User Support Analysts provide technical support to local and remote users via telephone, email, interaction \&/or with remote access resources on a daily basis, relying on experience and established procedures to analyze and resolve technical support incidents and problems.

Responsibilities:

• Efficiently categorize, prioritize and diagnose incidents and service requests received via ticketing system
• Prioritizes own workflow to meet deadlines as assigned by the leadership team
• Provides technical assistance to end\-users and/or guidance to acquire resolution within established SLAs
• Efficiently images, installs, tests and maintains desktops, laptops, thin\-client terminals, peripherals, printers and multiple desktop applications
• Proactively contact end users with follow\-up telephone calls, IM or Email messaging or direct personal interaction
• Establishes a proficiency in the applications, system interface, tools, and processes within the department's scope
• Develops proficiency in the business support processes that drive the applications within the department’s scope
• Participates in small and large scale PC\-related projects
• Coordinates and performs PC equipment moves as requested by Facilities management
• Collaborates with Asset Processing team to manage hardware and software inventory
• Creates, maintains, and adheres to required departmental SOPs as assigned by the leadership team
• Assists Service Desk Analysts with technical service request escalations
• Provides hands\-on support for Engineering and System Admin teams, as requested
• Participates in on\-call support rotation, including additional night and/or weekend hours
• Available to travel, as requested

Minimum Requirements:

• 1\-2 years of PC hardware/software technical support experience
• minimum 2 years of networking, voice/data cabling, telecom and Audio/Visual experience
• minimum 2 years of experience supporting mobile devices
• Excellent customer experience, communication and collaboration skills
• Strong detail orientation and organizational skills
• Ability to lift IT equipment, up to 50lbs, including desktops, printers, server racks, blades and UPS
• Works well in high pressure situations and with multiple task assignments
• High school Diploma or equivalent work experience

Preferred Requirements:

• 1\-2 years of advanced software support experience (examples: Microsoft, Apple, Oracle, Putty, etc.)
• 1\-2 years Networking, Server and Telecom support experience
• Technical Certification (examples: CompTIA, CCNA, Microsoft, etc.)
• Associates degree a plus