| Introduction The Washington Suburban Sanitary Commission (WSSC) is among the ten largest water/wastewater utilities in the nation. The Commission currently has an opening at the Laurel, Md. headquarters office for a Sr. IT Support Analyst. Please review the General Summary below. General Summary The Sr. IT Support Analyst coordinates with appropriate 1st, 2nd and 3rd Tier support staff to resolve issues, performs trend analysis, completes daily activity reports and provides input for and maintains service desk end user logs and reports. The incumbent also delivers technical and customer support services including installation, configuration, troubleshooting and maintenance of hardware and software to ensure adequate functionality and availability of required information systems. He/she will also perform moves, adds and changes of IT equipment as needed. The Sr. IT Support Analyst is responsible for monitoring IT infrastructure and applications for service interruptions, outages and security incidents, and assists other colleagues to resolve problems and implement solutions within established service level agreements.Essential Functions Ensures the timely, accurate, and complete assistance to WSSC employees in the areas of PC & peripherals support, web and software applications, GIS, reporting, document management data and telecom networking, and server and database issues according to set service level agreements and IT procedures; Delivers technical and customer support services for end users including installation, configuration, troubleshooting and maintenance of hardware and software to ensure adequate functionality and availability of required information systems in person and by phone; Triages, documents, and escalates incidents to other IT staff and vendors, as appropriate; Uses remote tools to access user desktops; Ensures all issues are documented using IT standard documentation into the service desk tracking system and the trouble ticket database and presents weekly reports to the IT Solution Center Manager outlining issues and projects; Writes the IT FAQs, knowledgebase articles, and instructions about how to address commonly experienced technical issues relating to configuration, hardware, networking and applications; Works with Crisis Manager to streamline notifications and resolution when there is an enterprise wide outage; Monitors service desk operations and escalates tickets to various Tier 3 and 4 support teams, application development, business units, and IT senior management when appropriate; Follow-ups on support issues with dissatisfied customers to ensure that problems are resolved and customer service is improved; Tracks IT Management key performance indicators on a daily basis, such as the number of incidents, mean time till resolution, mean time between failures, incident trends, number of changes, successful changes, etc.; Identifies any IT system faults to assist the IT Solution Center Manager in tasks of error identification, coordination of technical and non-technical staff, and vendors to assist in problem resolution and prevention; Ensures service desk-controlled IT assets are being used effectively and in compliance with contract and licensing terms. Other Functions Works with department contacts and IT managers on issues to improve customer relations and technical support; Works with other IT teams to ensure accuracy of the MS active directory based group and policy management; Conducts training for support staff on operational procedures and troubleshooting techniques; Stays abreast of changes to all major WSSC applications, business workflows, and changes to operating systems that may affect the user community; Performs other duties as assigned. Work Environment And Physical Demands Normal business environment. Required Knowledge, Skills, And Abilities Advanced knowledge of one or more operating systems, including Windows (required), UNIX, and mainframe operating systems; Advanced and diverse working knowledge of computer hardware and software as well as general office equipment including copiers, faxes, scanners, etc.; Technical knowledge of the desktop operation system including installation and configuration; Advanced knowledge of network troubleshooting within a client/server setup; Ability to learn network management techniques; Ability to learn new technology and keep abreast of the latest technological advances; Ability to successfully negotiate business agreements and assist with the resolution of disputes with business partners; Ability to effectively communicate complex messages and work well with diverse audiences at all organizational levels; Ability to manage multiple tasks simultaneously; Exceptional customer service skills, including excellent phone skills and the ability to troubleshoot problems over the phone; Strong analytical and organizational skills. Minimum Education, Experience Requirements Bachelor's Degree; 5 years service desk support experience that includes: Full-service service desk support (i.e. PC & peripherals, software applications) Experience using one or more of the following applications: Remedy Service Desk or equivalent, Change Management, or Asset Management. OR High School diploma or equivalent; 11 years service desk support experience that includes: Full-service service desk support (i.e. PC & peripherals, software applications) Experience using one or more of the following applications: Remedy Service Desk or equivalent, Change Management, or Asset Management. Additional Requirements Must be available, if required, on a 24-hour on-call basis and work at odd and irregular hours. Preferences Experience implementing and following ITIL methodologies to proactively monitor infrastructure environments; Experience with IBM Mainframe applications, GIS, Document Management, and Web applications Experience with metrics based reporting and trending; Experience developing support structures for new technologies; Related certifications such as ITIL, MCITP, CCNA, Network +, MCP, MCSE When you work at WSSC, you get more than a paycheck! Our robust benefits program is highly competitive. It is also designed to facilitate a healthy and productive workforce. To view our benefits please click on the URL or insert at http://www.wsscwater.com/home/jsp/content/benefits.faces [ http://www.wsscwater.com/home/jsp/content/benefits.faces |
