User Support Analyst 1 (Finance)

Summary:

This role is responsible for providing customer support related to computer hardware, software and systems. Under general supervision, requires the use of the IT Request System, phone and face-to-face contact, and analysis to bring customer problems to resolution.

Essential Functions:

• Respond to assigned help desk tickets and provide solutions for reported customer problems - when problem is beyond level of expertise or area of responsibility, escalate issues to more senior IT staff.
• Document the details related to a problem and resolution in the IT Request System.
• Participate in team projects, complete tasks, and ensure they are completed on time and to specifications.
• Responsible for configuration and deployment of computer refresh at local site.
• Other duties as assigned.

Qualifications:

• Bachelor's Degree in related field. May consider equivalent work experience in lieu of degree.
• 1+ years IT experience.
• Knowledge and expertise in business processes, Service Level Agreements, Standard Operating Procedures and policies.
• Some IT technical training or IT certification.
• Excellent communication skills, both written and verbal, strong organizational skills, and the ability to interface effectively with all levels of the organization.
• Ability to speak, read and write English.
• Ability to handle multiple priorities.
• MS Office expertise.
• Strong Attention to Detail.
• Ability to maintain a strict standard of confidentiality in handling Company sensitive information, reports and correspondence.
• 2 years of technical experience in the IT Help Desk Support.
• Experience in providing one-on-one training.