Sr. IT Support Analyst - Irvine, CA

Seeking a Sr. IT Support Analyst with 5+ years applications or technical support.  Duties include advanced troubleshooting, prioritizing, and completing assigned tickets in a timely manner, as well as escalating complex issue to other IT teams.  Will assist internal customers with Company system issues by clearly communicating technical solutions in a user friendly and professional manner.

Responsibilities:

  • Manages user access for applications such as: GO (all modules), Active Directory, Exchange, GCM, DL Plus, Great Plains, Kronos, BrainShark, and Exchange.
  • Provides troubleshooting assistance through use of remote controls tools such as Proxy master and VNC Client to connect to customers for remote support.
  • Interprets, analyzes, diagnoses, documents, and resolves Level 1 IT issues related to internally supported hardware and software within first call.
  • Diagnoses and solves immediate complex questions and problems related to application software, operating systems, and antivirus.
  • Installs, diagnoses, and resolves Level 1 problems for hardware, peripherals, and software systems.
  • Manages internet security via Websense; adds and removes objects as well as manage permissions.
  • Maintains Time Management system (Kronos); including configuring, installing, and troubleshooting malfunctions.
  • Creates simple queries and runs pre-written stored procedures in SQL Server 2008.
  • Performs basic administrative and security tasks for a variety of applications and software, including but not limited to MS Sharepoint, Great Plains, Kwiktag, DL Plus, Kronos, Active Directory, BrainShark, and Exchange.
  • 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 Technical Support office.
  • 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.
  • Contributes to library of Knowledge Base articles.
  • Performs other related duties and projects as business needs require at direction of management.

Required:

  • High School Diploma or GED.  Formal education in Information Technology, a plus.
  • Six years of experience in Applications or IT Technical Support.
  • Experience troubleshooting through use of remote controls tools such as Proxy master and VNC Client.
  • Experience analyzing, diagnosing and resolving Level 1 IT hardware and software issues. 
  • Experience diagnosing & resolving complex issues related to application software, operating systems, and antivirus.
  • Experience managing internet security via Websense (add/remove objects & manage permissions).
  • Must have previous experience supporting enterprise applications.
  • U.S. citizen/green card holder required.