Information Systems Analyst

American Tower Woburn, MA
SUMMARY:

The IS Analyst provides IT support to users, employing ahigh degree of customer service, technical expertise, and timeliness. The incumbent provides second-levelassistance for defined problems and escalates trouble tickets as necessary tohigher-level staff. The IS Analyst hasfrequent interactions with customers and must therefore be effective ininterpersonal communications, problem solving, and following through onresolutions with users. The incumbentmust adhere to established standards in resolving problems.

ESSENTIAL DUTIES:

* Install, maintain and support a subset of softwareapplications, hardware and peripherals running on the corporate domain.

* Provide and install computer equipment necessary foremployees in their assigned offices.

* Research, resolve and respond to questions received viaemail in a timely manner, in accordance with standards.

* Escalate problems to appropriate IT staff member based onestablished guidelines and procedures.

* Track calls and enter solution data into corporate ticketingsystem.

* Acquire and maintain current knowledge of relevant productofferings and support policies through training and peer interaction to providetechnically accurate solutions to customers.

* Attend training sessions and possibly assist with setup of internaltraining workshops.

* Participate in team projects that enhance the quality orefficiency of the IT Support Team.

* Provide evening and weekend support as needed.

* Communicate frequently with end users, help desk peers, andmanagers

* Interact with clients to manage expectations, assess needs,and customize services

* Maintain frequent contact with the user community

* Interact frequently with Development and Operations staff asfacilitator and client problem solver

* Work on performance problems, upgrades, design reviews, andapplication setup/implementation

OTHER:

Other duties as assigned

SUPERVISORY RESPONSIBILITIES:S

None

QUALIFICATIONS:

* Excellent customer service and interpersonal skills

* Ability to use customer service standards and followguidelines

* Ability to resolve problems efficiently and effectively,recognizing customers' competence levels, and able to approach each levelappropriately.

* Ability to maintain a high level of client trust andconfidence in the group's knowledge of and concern for clients' needs

* Familiarity of telecommunications, network, and desktopknowledge, including experience in:

* Windows7,Windows 8, Windows 10, Microsoft Office Suite,Internet Explorer, Antivirus Software

* Network: Ethernet,TCP/IP

* Telecommunications: voicemail and peripheral devices

* Mobile device support: iPhone, Android and Blackberry

* Familiarity with Video conferencing, Skype and Polycom

* Familiarity with basic audio/video technologies

* Ability to work with functional groups and different levelof employees throughout the organization to effectively and professionallyachieve results

* Strong follow-up skills; ability to organize applicabledepartment timelines and follow up with internal and external customer needs

* Strong written and oral communication skills, including theability to present ideas and suggestions clearly and effectively

* Strong organizational skills; ability to accomplish multipletasks within the agreed upon timeframes through effective prioritization ofduties and functions in a fast paced environment

* Self-motivated; able to work both independently to completetasks and respond to department requests and with others to utilize their resourcesand knowledge to identify high quality solutions

* Strong attention to detail

EDUCATION AND EXPERIENCE:

* Technical training in IT support or computer systems, or atleast 3 years of related work experience with A , Network required

* Experience with Windows Active Directory environment required

* Experience with Windows OS required

* Awareness of ITIL standards required

* One year of Help Desk support experience preferred

* One year of on-site support experience preferred

ENVIRONMENT:

100% performed in climate-controlled internal officeenvironment working under normal office conditions. Less than 5% travel may be required supportof the position's responsibilities associated with attending training, seminarsor special requirements.

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