Agile Frameworks, LLC a provider of management and IT consulting services, SaaS solutions and managed services for the architecture, engineering and construction industry is seeking an IS Analyst I for their Bloomington location.
Provides 1st level help desk support via customer initiated incidents through ticketing portal, email or phone call
Records all incidents in the Service Desk Ticketing System
Performs in-house diagnostics and repairs computers, smart phones and tablet PCs
Responds to minor software problems and provides instruction to users
Performs computer imaging and deployment
Provides exceptional customer service with every customer engagement
Establishes and maintains effective relationships with customers, gains their trust and respect; demonstrates respect for diversity of customers; treats all customers with dignity and respect
Participates in analysis and research of applications and technology
Writes and edits Service Desk articles and application documentation
Contributes to continual process improvement activities by identifying improvement opportunities with processes, and modifications for the tools used
Must have the ability to think outside the box and work on delivery of creative solutions to customer issues
Comp TIA A+ certification
Microsoft Certified Solutions Associate (MCSA): Windows 7 or MCITP Enterprise Desktop Support Technician 7 are preferred or must be willing to complete two Microsoft track certifications exams with passing scores within one year of start date of this role with the company.
Excellent oral and written communication
Associate’s degree or equivalent in a related field
One to three years of technical support related experience.
One to three years of customer service background
Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
Ability to write reports and business correspondence
Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
While performing the duties of this job, the employee is regularly to talk or hear. The employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; and stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or mover to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
The noise level in the work environment is usually quite to moderate