Systems Programming Analyst

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Job Description:

Job Summary The Technology Support Analyst provides users with support services for corporate standard technology products. He/She provides hardware and software planning, technical advice, and informal training to customers. This position organizes and coordinates activities for installing, deploying, and upgrading software, hardware, and network facilities. The Technology Support Analyst troubleshoots and restores routine technical service and resolves equipment problems using established processes and procedures. He/She collaborates with Information Services' (I.S.) staff to deploy standardized support practices and procedures. This position coordinates implementations and facilitates activities to support programs and projects

Coordinates Hardware and Software Installations and Integration Prepares hardware and software installations and removal to meet client operations' needs. Conducts hardware and software tests to correct and document malfunctions. Reports hardware and software installations and removal details to provide tracking updates for configuration management records. Provides user assistance to resolve escalated issues. Contributes to installation procedures and standards development to establish consistency.

Provides Service Support Receives and completes requests for support to meet customers' needs. Responds to requests for support to resolve problems and to minimize downtime. Maintains and reviews Customer Service Index records to document and report actions taken

Coordinates Service Delivery Plans, coordinates, and installs moderately complex systems to provide project support. Initiates support activities for assigned systems to meet project goals. Participates in developing and executing training for internal and external customer implementation planning and shipping schedules to deliver hardware and software products.

Builds I. S. Customer Relationships Interacts with I.S. teams to facilitate problem resolution. Provides low to moderately complex technical advice and guidance to ensure high levels of customer service. Assists with customer requirement’ solutions to solve low to moderately complex problems. Initiates stakeholder communications by telephone and in person to improve service levels.

Employee Type:

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