Sr. IT Support Analyst - Irvine, CA

Seeking a Sr. IT Support Analyst to assist our internal customers related to various Company system issues by clearly communicating technical solutions in a user friendly and professional manner. Duties include advanced troubleshooting, prioritizing, and completing assigned tickets in a timely manner, as well as escalating complex issue to other IT teams.

Responsibilities:

  • Provides intermediate to advance level support for Office 365.
  • Diagnoses and solves complex questions and problems related to Office 365 including SharePoint, Azure Active Directory, Microsoft Teams, and most modules within the Office 365 offering.
  • Works alongside the IT Support team and takes escalated tickets from the queue or directly from the queue as necessary & enters usable data into ServiceDesk Plus Ticketing system.
  • Provides troubleshooting assistance through use of remote controls tools such as Microsoft System Center Configuration Manager (SCCM) to connect to customers for remote support.
  • Interprets, analyzes, diagnoses, documents, and resolves Level 2 IT issues related to internally supported hardware and software.
  • Installs, diagnoses, and resolves Level 1 and Level 2 problems for hardware, peripherals, and software systems using SCCM
  • Creates, deletes, and edit user accounts as well as manage permissions using Active Directory.
  • Maintains Time Management system (Kronos); including configuring, installing, and troubleshooting malfunctions.
  • Configures access for New Hires and Terminations.
  • Manages user access for Active Directory, Office 365, Great Plains, Kronos, BrainShark, and proprietary applications such GO (all modules), GCM, DL Plus, Elektra, and CloudPoint.
  • Acts as primary administrator for certain applications and processes such as Office 365, Kronos, KwikTag
  • Serves as liaison between various sub-departments of IT such as Desktop, Systems, Business Analysts, and Development.
  • Creates SCCM Packages, OSD, and maintain Collections.
  • Seeks process improvements and makes suggestions and recommendations to management.
  • Creates SQL queries and runs pre-written stored procedures.
  • Provides outstanding customer service and responsiveness to all end-users across all locations.
  • Guides users through step-by-step solutions and operating IT equipment.
  • Provides technical assistance and training, and recommends remedial actions, as needed.
  • Escalates complex issues to different IT Teams, as necessary.
  • Communicates resolution status proactively to ensure customer timeframe expectations are met or exceeded.
  • Creates, assigns, and reopens tickets to appropriate IT teams.
  • Follows-up on open tickets, unresolved tickets, scheduled hardware and software upgrades, systems level problems, tickets that are escalated to other departments, and non-urgent after-hours messages to ensure progress and completion of requests.
  • Establishes and maintains strong working relationships with various Company departments and team members.

Requirements:

  • High School Diploma or Bachelors’ Degree
  • 6+ years of experience in Applications or Helpdesk Support.
  • Advanced level experience with Office 365 including Sharepoint, Azure, etc…
  • Level I & Level II support experience
  • Experience with Active Directory
  • Experience working in a large enterprise and supporting enterprise applications.
  • Highly self-motivated and directed professional, with keen attention to detail.
  • Excellent analytical, problem-solving and decision-making abilities.
  • Able to effectively prioritize tasks in a high-pressure environment.                             
  • Formal education in Information Technology, a plus.
  • U.S. citizen/green card holder required.