It Support Analyst, Senior|6995 It Support Analyst, Senior|6995

Title: IT Support Analyst
Location: Boxborough, MA
Duration: 6+ Months
Job Description: General Summary Provides technical assistance to computer users. Answers questions or resolves computer problems for clients in person, or via telephone or electronically. May provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems. The summary of the responsibilities of this role:
Working under some supervision.
Making decisions that are moderate in impact; errors may have relatively minor financial impact or effect on projects, operations, or customer relationships; errors may require involvement beyond immediate work group to correct.
Requires verbal and written communication skills to convey information that may be somewhat complex to others who may have limited knowledge of the subject in question.
Most tasks require multiple steps that can be performed in various orders; some planning and prioritization must occur to complete the tasks effectively; mistakes may result in some rework.
Deductive and inductive problem solving is required; multiple approaches may be taken/necessary to solve the problem; often information is missing or incomplete; intermediate data analysis/interpretation skills may be required.
Exercising creativity to draft original documents, imagery, or work products within established guidelines.
Principal Duties & Responsibilities
Provides first and second level support to resolve difficult, complex, and sensitive problems with products, applications, and devices.
Acts as a resource for less knowledgeable personnel.
Supports and assists with troubleshooting efforts and provides guidance to lower level support to identify moderately complex problems.
Follows procedures for incident escalation and notification to leadership.
Follows and assists with the development of standard operating procedures.
Supports efforts to meet key performance indicators (e.g., performance, availability, capacity).
Manages individual project priorities, deadlines, and deliverables with minimal supervision.
Assists with efforts to analyze and prioritize incoming requests.
Adapts to significant changes and setbacks in order to manage pressure and meet deadlines independently.
Reviews information and supports the compilation of information (e.g., procedures, installation, configuration) related to new support.
Contributes to the knowledge repository for moderate and highly complex technical support.
IT Core Competencies
Accountability - Hold ones self and others accountable for measurable quality, timely and cost-effective results, and accepts responsibility for impacts to the business and changes to business processes.
Adaptability - Adjusting own behaviors to work efficiently and effectively in light of new information, changing situations and/or different environments.
Collaboration - Fosters working together by establishing, communicating, and reinforcing shared values, norms, and objectives.
Communication - The ability to effectively exchange information with stakeholders in addition to the ability to accurately hear and understand the partially expressed thoughts, feelings, and concerns of others.
Financial Acumen - Ability to understand in-depth financial information that can be used to make meaningful insights to drive business growth in a safe and transparent environment.
Influence - The ability to accomplish goals through others.
People Development - Models and creates an environment that promotes career development.
Strategic Focus - Applies a comprehensive approach using business acumen and industry research to solve systematic complexities that promote growth.
Required Competencies 0
Additional Competencies (All competencies below are required upon entry)
Analytical Skills - The ability to collect information and identify fundamental patterns/trends in data. This includes the ability to gather, integrate, and interpret information from several sources.
Documentation - The ability to document solutions to basic IT issues by using standard policies and procedures.
Escalation Management - Knowledge of the procedures for incident escalation. This includes understanding when to escalate as required in a timely manner.
IP Telephony - The ability to troubleshoot basic IP telephony issues resolvable from the end-user workstation. This includes the ability to determine if further escalation is necessary, and to escalate as appropriate.
IT Expertise - Basic knowledge of major operating systems, major enterprise software applications, hardware, and middleware. This includes the ability to understand some development and testing and analysis methodologies.
IT Security - Knowledge of IT security policies and how to apply them when working with end-users. This includes the ability to adhere to policies even when faced with end-user challenges.
IT Support - The ability to receive various computer related requests from end-users and operate the basic features of IT support software and tools to effectively provide IT services. This also includes the ability to respond with urgency to requests.
Software Knowledge - The ability to understand and troubleshoot basic issues with major operating systems (e.g., Windows, Mac OS, Linux) and enterprise applications (e.g., Java) in order to administer repairs, upgrades, and re-imaging.
Technical Troubleshooting - Knowledge of systematic approaches to solving common technical problems (e.g., hardware, software, application, operational). This includes the ability to identify problems and report and escalate problems according to established procedures, and the ability to identify available information resources for troubleshooting.
Workstation Software - Thorough understanding of desktop operating systems such as Windows and OSX, including a thorough understanding of the full Microsoft Office Suite with an Client on Outlook, Word, and Excel. This also includes the ability to troubleshoot basic to intermediate software issues relating to the operating system or end-user applications.
Minimum Qualifications
High School Diploma or equivalent.
3+ years experience in IT or Engineering Support or related area.
2+ years experience in operating system or software application troubleshooting (e.g., root cause analysis, debugging)
Preferred Qualifications
Bachelor's degree in IT-relevant field.
Physical Requirements
Frequently transports between offices, buildings, and campuses up to 2 miles.
Frequently transports and installs equipment up to 40 lbs.
Performs required tasks at various heights (e.g., standing or sitting).
Monitors and utilizes computers and test equipment for more than 6 hours a day.
Continuous communication which includes the comprehension of information with colleagues, customers, and vendors both in person and remotely.
Comments for Suppliers: Onsite critical
Top items - Periodically travel to Burlington, MA (1-2 times a month)
Monitoring the service-now queue (ticketing system)
Will troubleshoot, diagnose, and provide fixes for problems reported within Service-Now.
Will be responsible for upgrading hardware (desktop, laptop, and monitor) using standard processes and procedures via Service-Now Requests.
Drop image for Windows (laptops & desktops) and Linux OS (desktops)
Maintain an inventory of all equipment, hardware, and consumables.
Delivering and setting up of equipment in the lab spaces as well as the office spaces (monitor, desktops, laptops)
Responsible for receiving and shipping duties
Provide support to other IT partnered teams through a smart-hands ticket (Escort vendors, troubleshoot AV issues, Printer issues, Network issues)
Monthly Audit of critical spaces (IDF, Server Room, Conference Room)
Assist with Audit of Stockroom (monthly)
Should be comfortable with Office and some knowledge of Linuc