Job Description

Title: ICDS Analyst 1
Location: Smyrna, TN (Onsite Monday-Thursday, day shift)

Primary Function:  

End User Support Analysts provide technical support to local and remote users via telephone, email, interaction &/or with remote access resources on a daily basis, relying on experience and established procedures to analyze and resolve technical support incidents and problems. 

Responsibilities: 

• Efficiently categorize, prioritize and diagnose incidents and service requests received via ticketing system  

• Prioritizes own workflow to meet deadlines as assigned by the leadership team  

• Provides technical assistance to end-users and/or guidance to acquire resolution within established SLAs 

• Efficiently images, installs, tests and maintains desktops, laptops, thin-client terminals, peripherals, printers and multiple desktop applications 

• Proactively contact end users with follow-up telephone calls, IM or Email messaging or direct personal interaction 

• Establishes a proficiency in the applications, system interface, tools, and processes within the department's scope 

• Develops proficiency in the business support processes that drive the applications within the department’s scope 

• Participates in small and large scale PC-related projects 

• Coordinates and performs PC equipment moves as requested by Facilities management 

• Collaborates with Asset Processing team to manage hardware and software inventory 

• Creates, maintains, and adheres to required departmental SOPs as assigned by the leadership team 

• Assists Service Desk Analysts with technical service request escalations 

• Provides hands-on support for Engineering and System Admin teams, as requested 

• Participates in on-call support rotation, including additional night and/or weekend hours 

• Available to travel, as requested 

Minimum Requirements: 

• 1-2 years of PC hardware/software technical support experience 

• minimum 2 years of networking, voice/data cabling, telecom and Audio/Visual experience 

• minimum 2 years of experience supporting mobile devices 

• Excellent customer experience, communication and collaboration skills 

• Strong detail orientation and organizational skills 

• Ability to lift IT equipment, up to 50lbs, including desktops, printers, server racks, blades and UPS 

• Works well in high pressure situations and with multiple task assignments 

• High school Diploma or equivalent work experience 

Preferred Requirements: 

• 1-2 years of advanced software support experience (examples: Microsoft, Apple, Oracle, Putty, etc.) 

• 1-2 years Networking, Server and Telecom support experience 

• Technical Certification (examples: CompTIA, CCNA, Microsoft, etc.) 

• Associates degree a plus