IT Analyst

IT Analyst
The Opportunity
Goodman is seeking a professional, skilled individual for our IT Analyst position. The purpose of the Service Desk Analyst position is to provide support for Goodman IT users with all aspects of technology. The Service Desk Analyst records IT requests for support, resolves problems at the time of client contact when possible, and minimizes downtime by escalating problems. The reduction of outages and downtime is a primary focus of the Service Desk analyst. If you meet the qualifications listed below, then we invite you to apply for our open position by visiting our website http://careers.daikincomfort.com and submitting your resume.
May include;
Answers/responds to incoming requests and resolve customer problems via the telephone, email, web, etc.
Acts as the single point of contact for resolution of technology related issues.
Owns the tickets opened through resolution of the problem, issue or request fulfillment.
Contacts clients to ensure completion of requests.
Documents customer requests in call tracking system.
Supports network and email connectivity, computer operating systems, hardware and software, internally developed applications, midrange (AS/400) operations, tape and backup operations.
Troubleshoots, analyzes, resolves, tracks, escalates and accurately documents hardware, software and technical issues.
Supports features, functionality and usage of applications.
Monitors calls, customer wait time, and resolution time.
Adheres to established policies and procedures.
Makes sound business decisions, with little direction by following documented procedures.
Provides after hours on-call support on a rotational basis.
Trains users and co-workers problem resolution.
Provides input to IT documentation. (Stellent Work Instructions)
Provides input to the IT Knowledge Database.
Cross-Trains with other groups as assigned.
Analyzes, interprets and escalates problems to Level 2 Service Desk staff and Resolver groups.
Some analysts will support wireless devices and work with wireless vendors.
Some analysts will focus on iSeries operations and provide SOX data.
Some analysts will rotate tapes off-site.
Provision Mapics, Mincron, PkMS, IFM, Infinium and Kronos users.
Prepare, submit for approval from the CIO and submit quarterly emails for SOX documentation.
Maintain and document timely response from Managers/Business owners on SOX solicited email.
Technology certifications (A+ or MCP) preferred.? 2 - 4 Yrs. Service Desk Experience preferred.? 2 Yr. PC Break/fix Experience preferred.? 3+ Yrs. of work experience in customer facing job.? Experience w/ AS/400, computer operations, Wintel support, or network support is a plus? Bilingual proficiency is a plus
The Company provides equal employment opportunity to all employees and applicants regardless of a person's race, color, religion (including religious dress or grooming practices), creed, national origin (including language use restrictions), citizenship, uniform service member or veteran status, ancestry, disability, physical or mental disability (including HIV/AIDS), medical condition (including cancer and genetic characteristics), genetic information, request for protected leave, marital status, sex, pregnancy, age (over 40), sexual orientation, gender, gender identity or expression, political affiliation, or any other characteristic protected by law. The Company will comply with all federal and state regulations and statutes pertaining to individuals with disabilities
Postal Code77484

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