• IT Support Analyst

    ManpowerGroup (Pasadena, TX)


    IT Support Analyst

    Position Summary

    As a member & representative of the IT team, the IT Support Analyst reports to the IT Support Manager providing customer-focused services for the company supporting the operations including end user support, network troubleshooting and desktop support, vendor & inventory coordination

    Primary Duties and Responsibilities

    + Assisting in a variety of administrative duties

    + Generating and maintaining SOPs and Frequently Asked Questions (FAQs) within ManageEngine

    + Reception of Incidents/ Service Requests

    + Classification, prioritization, and escalation of tickets

    + Assign tickets to resolutions groups

    + Assign tickets to providers (third parties)

    + Ticket follow-up/Ticket closure

    + Provide desktop support in areas such as hardware and software support and troubleshooting, hardware upgrades, software upgrades, and local network connectivity

    + Provide support for printers, Android, IOS, and other peripherals

    + Coordinate warranty repairs with vendors

    + Ensure consistent and effective delivery of services while maintaining compliance with corporate policies and procedures

    + Ensure all activities are tracked in the incident management application

    + Follows company procedures, processes & guidelines.

    + Inventory management (HW, SW, Mobile, etc.).

    + Maintains documentation of sites, equipment, software, processes, and procedures.

    Knowledge, Skills & Abilities

    + Customer focus orientation with strong customer service skills

    + Strong organizational and time management skills

    + Highly developed problem-solving abilities

    + Effective written and oral communication skills

    + Promotes quality, integrity, reliability, and teamwork

    + Experience with:hardware & software support & troubleshooting(Windows), printer support & maintenance, computer Infrastructure and networking, outlook and Microsoft Office 365, Android & IOS support

    Education and Experience

    + A degree in Computer Science or similar with 5+ years related experience

    + Industry certifications (A+, N+, MCP, MCSA, ITIL) would be an asset

    Work Conditions/Physical Demands

    + Capable of working in a fast-paced environment.

    + The person in this will operate in a stationary position for significant portions of the day.

    + The person in this position will occasionally move about inside the office to access file cabinets, office machinery, etc.

    + Constantly operates a computer and other office productivity machinery, such as calculator, copy machine, and printer.

    + While performing the duties of this job, the employee is usually in an office environment. The noise level in the work environment is usually moderate.

    + Travel may be required on a routine basis.

     

    Other duties (not listed) may be assigned to this job at any time.

     

    Safety comes first! Required to complete work in a safe, efficient, and accurate manner.

     

    Must demonstrate Ferrovial Values: Respect, Integrity, Collaboration, Excellence, and Innovation.

    EQUAL OPPORTUNITY EMPLOYER – M/W/V/D

    ManpowerGroup is committed to providing equal employment opportunities in a professional, high quality work environment. It is the policy of ManpowerGroup and all of its subsidiaries to recruit, train, promote, transfer, pay and take all employment actions without regard to an employee's race, color, national origin, ancestry, sex, sexual orientation, gender identity, genetic information, religion, age, disability, protected veteran status, or any other basis protected by applicable law.