POSITION SUMMARY



The Information Technology ( IT ) Support Center Senior Analyst supports the business practices of the firm by delivering reliable, high quality firm-wide application and technology support. This support includes resolution to both technical and functional issues and applies a broad working knowledge of IT products and services to assignments that are more complex and supports the Videoconference Coordinator and local IT professionals by providing backup or assistance. This position is based in Oakbrook Terrace, IL 60181.



ESSENTIAL DUTIES AND RESPONSIBILITIES

-Provide prompt and professional IT support services to remote customers by troubleshooting, analyzing, and diagnosing enterprise application functional and technical incidents and engaging appropriate technical resources to resolve them.

-Manage incoming calls or requests from users via phone, email, voicemail, and web interface and prioritize incidents following established incident management policies and procedures.

-Manage and maintain personal queue using the On-line Tracking Information System ( OTIS ). Diagnose and escalate ( only when all department resources are exhausted ) customer incidents and manage incident through entire Incident Lifecycle.

-Assist and backup the Video Conference Coordinator with the execution of all aspects of an event schedule and adhere to established videoconference polices and procedures.

-Monitor videoconference event to address change requests in a timely and professional manner and provide hands-on assistance to customers for the duration of the event.

-Provide technical support on the videoconference meeting systems and coordinate support needs with other divisions within the U.S. IT department.

-Assist and backup local IT professionals on managing their queues or on complex problems and take corrective action. May request guidance from Level II Support ( i.e., Engineering, Enterprise Messaging, DBAs, Developers, etc. ) to restore services and / or resolve incidents.

-Act as liaison between local IT professionals and Level II Support ( i.e., Engineering, Enterprise Messaging, DBAs, Developers, etc. ) on problem management.

-Seek development opportunities to grow and develop in position and career with Grant Thornton.

-Identify trends to proactively eliminate known errors by providing documentation to the known error database.

-Reviews all tickets to ensure: prioritization, classification and product details are appropriately categorized and documented.

-Analyze known errors and work with the appropriate departments to determine the root cause.

-Develop known error objects and submit for publishing to the Knowledge Management Review Team.

-Mentor the IT Support Center Analysts.

-Additional duties may include developing technical documentation and writing FAQs.

-Adhere to the highest degree of professional standards and strict confidentiality in matters that require discretion.

-Attend professional development and training sessions on a regular basis to grow and develop in position and career.

-Participate in special projects as assigned by IT management and perform other job-related duties as necessary.
Experience: QUALIFICATIONS AND REQUIREMENTS

-Bachelor’s degree in Computer Science or related; equivalent work experience will be considered.

-Excellent written and oral communications skills.

-Strong attention to detail.

-Ability to work with minimal supervision.

-Ability to integrate procedural steps and processes with technical requirements and system functions to assure successful delivery of work.

-Team oriented, flexible, and able to work in an ambiguous and / or changing work environment.

-Reports to Manager of IT Support.

-100% in-office work arrangement required.

-Ability to work extra hours as needed.



KEY PERFORMANCE MEASURES

-Excellent customer service experiences by all customers and IT personnel.

-Accurate and timely record keeping and reporting of all incidents using OTIS per the Support Center’s Service Level Objectives and Service Level Agreements.

-Effective coordination of user needs and business requirements with others within the IT department and IT management.

-Successful involvement in assigned firm-wide projects ( if any ).

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