CTG IT SUPPORT ANALYST II in Irving, Texas
IT SUPPORT ANALYST II
Irving, Texas, United States
Nov 14, 2019Post Date
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CTG is seeking IT Support Analyst II in Irving
Candidate to provide technical support to end users including support for hardware, printing, eCenter, Track + applications and all users – employees, clients, providers and contractors.
Main Duties & Responsibilities: - Provides Level 1 and 2 technical support for all HMS applications, systems, software and hardware within negotiated Service Level Agreements(SLAs). - Logs all incidents reported via telephone, email or voice mail. - Attempts to troubleshoot and resolve all incidents reported to the Help Desk or received via a ticketed request. - Distributes and dispatches incidents to the appropriate support groups as needed. - Ensures timely escalation of customer issues by gathering detailed information and assigning an appropriate priority level and resolution target. - Conducts first and second level support using documented procedures and available system tools. - Provides guidance and work leadership to less-experienced technicians. - Participates in special projects as required. - Coordinates and tracks all system level production down resolution as necessary per documented procedures. - Administers id's, passwords and security rights for all internally developed web-based systems as required. - Installs and configures HMS hardware and software as required. - Provides support for remote users (VPN and other connectivity issues). - Document processes and procedures as required.
Required Skills: - Exceptional ability to provide a high level of support with a customer first attitude. - Strong ability to apply a high sense of urgency to all tasks. - Strong ability to communicate effectively verbally, in writing, and fluently in English. - Strong ability to provide a high level of problem solving and technical troubleshooting skills. - Strong ability to train and mentor new or junior level technicians. - Ability to work independently to meet objectives. - Strong ability to coordinate priorities between the IT department and user departments. - Strong ability to seek out opportunities to increase internal client satisfaction and deepen client relationships. - Ability to communicate technology into business terms with customers at all levels. - Strong ability to actively collaborate with vendors and other support teams for problem resolution. - Strong ability to analyze information and use logic and process to address work-related issues and problems. - Strong ability to coordinate highly complex troubleshooting between engineers, vendors and customers - Ability to provide careful attention to detail. - Ability to function effectively under pressure as well as manage multiple initiatives. - Ability to meet deadlines. - Ability to multi-task and prioritize workload. - Ability to perform well in a team environment, with staff at all levels, to achieve business goals. - Average manual dexterity work in use of a PC, phone, sorting, filing and other office machines. - Maintain and secure sensitive/confidential information. - Ability to work proficiently with Microsoft Word, and Excel. - Working knowledge of HIPAA privacy and Security rules. - Ability to work weekends and overnight hours as needed. - Ability to lift 50 lbs. - Light travel may be required.
Required Education/Experience: - High School Diploma GED required – 2 yrs AA or +1 year exp - A+ , N+, MCP, MCSE certifications preferred but not required - >3 yrs Desktop/Helpdesk support experience - 3 yrs experience onhardware issues including PC's, laptops, printers, and blackberries, - >3yrs experience setting up and installing Windows XP, Windows 7 and Microsoft Office applications - 3yrs VPN experience
To be considered email Silvia.Jones@ctg.com
CTG (NASDAQ: CTG) provides industry-specific IT services and solutions that address the business needs and challenges of clients in high-growth industries in North America and Western Europe. CTG also provides strategic staffing services for major technology companies and large corporations. Backed by more than 50 years of experience and proprietary methodologies, CTG has a proven track record of reliably delivering high-value, industry-specific staffing services and solutions to its clients. CTG has operations in North America, Western Europe, and India.
CTG's greatest asset is its people, and as such, we are committed to providing employees programs and processes to support their performance, hone their skills, and advance in their careers. This commitment is reflected by CTG being named a Best Places to Work in Healthcare company by Modern Healthcare (2013-2016) in North America, and a Best Workplace in the United Kingdom (2013), Belgium (since 2007), and Luxembourg (since 2011).
CTG will consider for employment all qualified applicants including those with criminal histories in a manner consistent with the requirements of all applicable local, state, and federal laws.
CTG is an Equal Opportunity/Affirmative Action Employer and strong advocate of workforce diversity. Minority/Female/Sexual Orientation/Gender Identity/Disability/Veteran.
Job Function: Helpdesk & Technical Support
Education Level: High School Diploma/GED (±11 years)
Work Remote: No