Data Operations Analyst

Job Description:

 

Troubleshoots and resolves computer end user problems.  Serves as the central contact for users to report problems or to address MIS-related questions and requests via the Help Desk.  Logs or reassigns all outstanding calls that have not been completed, or escalates calls requiring higher level of technical expertise to ensure completion within a reasonable amount of time.  Provides outstanding customer service and resolves or escalates issues to the appropriate person.

 

Responsibilities/Position Functions:

 



?  Service and/or escalate customer issues to appropriate on-call engineer (help desk, desktop, entry level LAN)

?  Create/maintain issue documentation as relates to customer problems in Managed Services systems ? Request Tracker, Webgui, Contracts, etc.

?  Monitor client?s systems remotely from the MS Support Center and follow procedures for alarm detection/notification

?  Perform routine and project related administration of MS systems where necessary

?  Review ticketing system for follow-up/escalation

?  Provide feedback on Support Center procedural refinement

?  Follow up on issues efficiently

?  Provide superior customer service when receiving calls and/or Internet tickets

?  Perform general System Admin functions (reset print jobs, reset passwords).

?  Provide general desktop support both remotely and locally.

?  Compile regular activity reports.

 

Position Requirements (education, certifications, knowledge, skills, experience)

 

?  We prefer candidates with 2+ years experience: helpdesk, desktop, entry level LAN, computer system operation with a strong knowledge of hardware/software principles.

?  Attendance and timeliness for shift coverage

?  Excellent organizational and time management skills

?  Outstanding customer service skills

?  High-level ability to learn new technologies quickly and integrate them into existing environments

?  Ability to keep track of many details and tasks simultaneously

?  Ability to identify and proactively solve problems

?  Excellent written and verbal communication skills

?  PC skills ? MS Word, MS Excel, MS Outlook, Internet browser

?  High school education required, prefer technical schooling or technical college courses or completed degree. Depending on the position, one or more of the following certifications may be required:

 A+MCP

 

Desired Characteristics and Personality Qualifications:

?  Procedural and task-oriented

?  Team player who works well with others in a team environment, ability to establish and maintain positive working relationships

?  Good listener

?  Integrity, reliability, good independent judgment

?  Willingness and ability to learn

?  Loves networking

?  Acts in the best interest of the customer and the company

 

Job Conditions and Environment (Ex. construction environment, or fast paced or car travel required ~ 90% of week):

?  Must be able to work a flexible schedule, hoildays, and weekends.

?  We will conduct a drug screen and a criminal background verification.

 

'MTM Technologies, Inc. is an Equal Opportunity Employer."
A drug screen, DMV & Background check is conducted to all candidates who are hired.