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IT Operations Support Desk Analyst in Sandy Springs, GA at HUNTER Technical Resources

Date Posted: 5/23/2019

Job Snapshot

Job Description

IT Support Desk Analyst

Job Description/ Requirements:

This is a cross functional role  providing 1st and 2nd level support and response to various issues and customer  inquiries as well as other operational support activities. Serve a main point of contact between IT and Instructional Design/Training teams.

Job Responsibilities:
  • Monitoring and responding to issues raised by customers, designers, trainers
  • Monitoring and responding anomalies with Learning Link, SumTotal, Ed LMS, Admin Portal,  Training Admin Assistance, Performance Bonus Scorecard, etc.
  • Provide Level I & II support for the above items
  • Thorough documentation, reporting, and updating of issues through CISM/JIRA/Github to responsible IT partners.
  • Persistent and effective follow-up of open tickets until resolution.
  • Ensure company  policies and procedures are followed
  • Perform other duties and responsibilities as assigned by supervisor.

Required Skills/ Qualifications:
  • 4+ Years Exp.
  • Valid Driver’ s license
  • Experience administrating operational systems (preferably Learning Management Systems)
  • Knowledge of ITIL-based service management
  • Knowledge of SQL and/or using Cognos to generate reports
  • Knowledge and skills related to analyzing data in Microsoft Excel
  • Knowledge related to systems design (databases, data flow, networking, etc.).
  • Advanced troubleshooting skills
  • Ability to quickly identify patterns
  • Strong customer-facing communication skills