We are:
Maven Group, LLC. was formed to bring experience fueled ingenuity to advancing our customer missions and goals through strategic use of technology. We have developed a niche for bringing an independent, informed perspective to assessment of our customer's infrastructure, innovative portfolio solutions, and targeted support for the implementation of those solutions.
You are:
An IT Service Desk Analyst IV who thrives on providing users with the help they need to optimize their technology experience.
Your job may engage skills and knowledge such as:
- Expert knowledge of computer applications, hardware and software, and telecommunications platforms.
- Expert knowledge in MS Office Suite.
- Competency in general computer hardware/software and network troubleshooting.
- Understand Active Directory.
- Expert knowledge of trouble desk techniques.
- Demonstrated ability to learn customer support processes and techniques.
- Ability to analyze and evaluate procedures and problems and recommend effective solutions.
- Ability to implement existing policies and procedures for optimum customer support.
- Excellent listening, interpersonal, written, and oral communication skills.
- High attention to detail.
- Highly self-motivated and directed.
- Ability to prioritize and execute tasks under pressure.
- Strong customer service orientation.
- Experience working in a team-oriented, collaborative environment.
- Ability to communicate effectively, orally and in writing.
- Ability to establish and maintain effective working relationships.
- High degree of professionalism.
- Considerable knowledge of supervisory principles and practices.
Examples of work you may perform include:
- Provide first-level technical support of technology systems.
- Answer, evaluate, and prioritize incoming requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
- Provide level-one investigation/diagnosis or request fulfillment.
- Facilitate and ensure compliance with change management procedures.
- Handle problem recognition, research, isolation, resolution, and follow-up for routine user problems.
- Assist users with remote desktop solutions when able.
- Log and track calls using a service desk ticketing system; maintain history records and related problem documentation.
- Train users on software and hardware one-on-one or recommend outside contractors for training, including developing help sheets, how-to documents, work process flows, and FAQs.
- Conduct and/or help facilitate statewide training on software or systems.
- May be responsible for verification of annual physical inventory of computer hardware.
- Communicate/notifies users of virus threats and other IT emergencies and/or major incidents.
- Participate in cross-training activities with other IT teams.
- Create a positive customer support experience and build strong relationships.
- Responsible for direct supervision of lower-level Service Desk Analysts, including performance management.
- Develop presentations and reports related to Service Desk performance, metrics, services, etc.
- May interact with vendors regarding problem resolution.
- Perform related duties as required.
Specific Qualifications
EDUCATION/EXPERIENCE
- Bachelor’s degree in computer science AND two (2) or more years of experience in computer or network support, programming or analysis, or database administration
OR - Associate’s degree in computer science or college-level coursework that includes 15 computer science credits AND four (4) or more years of experience in computer or network support, programming or analysis, or database administration
OR - Six (6) or more years of experience in computer or network support, programming or analysis, or database administration.