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Form of workExternal - Posting Description
IT End User Analyst - B - 516279
Organization: Technology & Innovation
Department: T&I Operations - Services
Location: Chattanooga, Tennessee
Position Mobility: Hybrid
Relocation: Relocation benefits are not offered for this position.
Posting Open: 3/13/2024
Posting Close: 3/22/2024 at 11:59 PM EST
Salary: Competitive
*This opening is Third Shift Only (9pm - 7am, 4 days a week/weekends)*
JOB SUMMARY:
The IT End User Analyst provides call center, network, and production control support in the consolidated IT Customer Operations Center (ITCO). Specific duties include:
- Provide Tier 1 phone, on-site and Service Desk Window (walk-up customers) support and coordination.
- Troubleshoots and restores routine technical service and equipment problems by analyzing, identifying, and diagnosing faults using established processes and procedures.
- Recommends process improvements for problem prevention.
- Documents workflow in Ticket Management System.
- Maintains technical instructions for standard processes.
- Evaluates messages from monitoring tools and takes action to resolve and prevent IT infrastructure issues. Escalates problems to Tier 2 or 3 as required.
- Provides shift rotational coverage as needed (24x7).
- This Position will be for Third Shift
SUPERVISION RECEIVED:
Supervision and guidance are provided by the department manager and are generally limited to overall objectives, general guidelines, and work priorities. Incumbent plans and executes the work with minimal supervision. Provides technical directions to subordinates within the group.
SKILLS AND PROFICIENCIES:
Working knowledge and understanding of:
- HPSM, HP-OMU, Solar Winds, or similar Event Monitoring tools.
Proficient knowledge and understanding of:
- TVA IT Infrastructure hardware and software
- End-user tools and equipment
- ITCO Processes: Incident, Problem and Deployment Change Management
Must possess:
- Good Communication skills:
- (1) Ability to communicate with customers to diagnose and resolve problems; (2) communicate with Infrastructure Operations (IO) engineering and operations personnel on a technical level.
- Ability to work under pressure.
- Problem analysis and analytical skills.
MINIMUM QUALIFICATIONS:
A bachelor's degree in computer science, engineering, math, business, or related field of study; or equivalent education, training & experience.
Four or more years' experience, in one or more IT infrastructure technologies such as networking, client server architectures, server and desktop operating systems, databases, server virtualization, storage area networks, messaging, etc.
Proven performance in terms of user satisfaction, adherence to quality standards and timely completion of all key aspects of assignments.
Must be able to qualify for and maintain a TVA Sensitive clearance, or equivalent security clearance. Must be able and willing to assume on-call rotational assignments which may include 24-hour on 7-day per week availability.
Travel as required to carry out project work or perform temporary duty at other than home-based site which supports both internal and external business on the schedule and shift requirements of those businesses
How to Claim Vet Preference
If you are requesting to be considered as a preference-eligible veteran as outlined in the application process, you must submit your military documents before the posting close date indicated above. Be sure to include all supporting documentation: Form DD214 (member 2 or member 4 copy), a Veterans Disability Rating Letter from the VA (if applicable), and a completed form TVA 3595. If you will not get your DD214 until you are separated or retired, you can request a Statement of Service through your military personnel office. The Statement of Service must list your dates of military service, character of service, expected date of separation and any service-connected disability rating that you have been awarded from your branch of military service. Please submit your military documents each time you apply for a position.
How to Submit Documentation:
- Upload documents in Step 8 of the application process.
- Email documents to [email protected]
More information about preference eligibility and a link to form TVA 3595, can be found at https://www.tva.gov/Careers/Claiming-Veteran-Preference. If you have a question about preference eligibility, please email [email protected].
