It Desktop Support Analyst

WHAT YOU WANT MATTERS TO US
Think about making a checklist with all of the things that would make you feel good at work. Does your checklist have meeting new people on it? How about being recognized and rewarded for doing great things? Maybe you pictured a place where you could have all of these things while making a positive difference in people's day. If so, Atento is a great place for you. Every day we spread positivity through others' lives through compassionate customer interactions and genuine problem solving with a human touch. Doing right by people is in our DNA because we believe a desire to be treated with care and respect is a universal part of the human experience. This philosophy drives everything we do and creates the framework for how we treat our customers and our staff.
No matter your background or your years of experience, getting started or establishing your career path might seem challenging, but often the answer is much simpler than you think.
This role is the perfect opportunity for someone looking to begin a career in IT Support
To be an ideal candidate for the IT Desktop Support Analystposition you should possess:

• Associate degree in Computer Science or related field, or 2+ years of experience in a similar role
• Experience troubleshooting systems
• Skilled in database programming and software installation
• Familiar with a range of software and hardware
• Working knowledge of Windows and MAC OS
• Working knowledge of production support processes such as Incident/Change/Problem management, call triaging and escalation procedures
• Strong verbal and written communication skills
• Strong ability to collaborate
• A calm and technical approach to solving problems surrounding business critical infrastructure
• Excellent time management and decision-making skills
• Experience working effectively with business and IT staff in multiple locations
• Knowledge of functional business processes surrounding the applications
• Excellent problem identification, analysis and solving skills
• Demonstrated ability to absorb, analyze, and understand new information, technologies, and practices quickly
• Active listener, customer focused, relationship builder, team player

Responsibilities

• Monitor system platform health
• Follow up on outstanding incidents and work with other teams to ensure all task items are completed
• Communicate effectively with upper management, customer support and technical support teams during critical events
• Provide required application support during system failures
• Ability to debug technical issues and provide remediation
• Responsible for keeping track, reporting, and updating inventory
• Responsible for installing, maintaining, and repairing hardware, supporting call Center infrastructure to accommodate growth
• Be the first level support to Data Center owned hardware
• Gathers data, performs analysis, and provides summary reports in supporting IT projects
• Communicates with end users, technical staffs, and all management levels to identify and solve problems during critical and non-critical events
• Ensures quality and timeliness of production and non-production activities with other operations and system management staff
• Install and integrate business and computer applications software and hardware
• Train users on business computer application packages and the network system
• Troubleshoot routine software applications problems and works with users to recognize potential difficulties with the applications
• Diagnose application and/or network failures to isolate the source of problems between equipment, network components, and applications software or use