IT Service Analyst I

The IT Service Analyst is responsible for responding to customer needs relating to IT equipment and software issues and IT service requests. Acts as the primary point of contact for customer service issues and requests. Has working knowledge of a diverse array of computer systems, equipment, applications, and services. Provides solutions to a wide array of day-to-day issues and requests. Takes responsibility for issues or requests and ensures that proper resources are deployed and a resolution or fulfillment is provided.

Essential Job Functions

Title and Description

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ITSA - Prioritization

Demonstrates the ability to prioritize job duties and requirements in order to meet the customer's needs.

ITSA - Phone Coverage

Provides phone queue coverage. Escalates/transfers incidents, tasks, and service requests to appropriate individuals/parties as determined by current processes and procedures. Fulfills customer requests in an effective, efficient, and acceptable fashion. Troubleshoots and resolves issues in an appropriate timeframe.

ITSA - Projects

Participates in projects and completes tasks within scheduled time. Assists in maintaining customer accounts.

ITSA - Documentation

Documents all appropriate activities using current IT Service Management tools. Assists with appropriate knowledge creation and maintenance in current knowledge base system.

ITSA - On-call Duties

Ensures that after hours coverage of customer support is maintained per department policies and procedures. Responds to calls in a timely manner. Takes responsibility for the issues reported and verifies full resolution that meets the customers' expectations.

Other Duties

Performs other duties as assigned or needed to meet the needs of the department/organization.

Education & Experience

Degree/Diploma

Program of Study

Required/Preferred

Associate's

Computer Science

Or

Associate's

Related Field

Required

Experience

Experience

Required/Preferred

A minimum of 3 years of related experience

Preferred

Weight Demands

Activity

Amount

Lift - Floor to Waist Level

Medium (20-40 pounds)

Carry

Medium (20-40 pounds)

Push/Pull

Medium (20-40 pounds

Functional Assessment

Type

A