Helpdesk - Support Center Analyst
Prosum Technology Services - El Segundo, CA

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Detailed Work:
• Provide technical support and training to users reporting issues related to desktop hardware and software, enterprise applications, and telecommunications networks
• Ask exploratory questions to support the diagnosis, impact assessment, and troubleshooting of reported issues
• Take corrective action to resolve reported issues and identify workarounds to mitigate downstream impact
• Coordinate with other support teams to drive Incident resolution, assess business impact, and communicate issue status.
• Develop subject matter expertise in the processes and technologies that support IT Operations of a Fortune 500 corporation:
• ITIL processes for Incident, Problem, and Change Management
• Enterprise tools for communications, monitoring, trouble ticketing, job scheduling, and deployment management
• Participate in post-mortem reviews of Major Incidents to document lessons learned and identify required follow-up actions
• Identify opportunities for more efficient and effective Incident response through the creation of new tools and the implementation of automated monitors and corrective action procedures
• Define and document standard operating procedures and maintain the team knowledge base
• Identify and create opportunities to push self-service capabilities to the user community
• Other duties as assigned
• A qualified candidate’s background should include work experience or applicable coursework related to:
• Working knowledge of IT systems and the software development lifecycle
• Experience working with Software development, engineering, support, or systems administration teams
• A familiarity with current technologies related to network communications protocols, server infrastructure, OS and database platforms, and development languages
• Experience working in a Support Help Desk or in the Pay TV or Telecom industry is a plus
A qualified candidate must:
• Possess an undergraduate degree or a proven history of comparable work experience. Degrees in Computer Science, Engineering, Information Systems or other related majors are preferred
• Be technically proficient, exhibit strong analytical skills, and take a logical approach to problem solving and troubleshooting
• Be familiar with Windows, Office, SharePoint, SQL, HTML, XML, and programming languages would be nice to have. It is not required.
• Must possess a high degree of self-motivation and have a demonstrated history of independent decision making.
• Be able to think on their feet and be comfortable coordinating the efforts of others to tackle issues that may reside outside the scope of the candidate’s own personal knowledge
• Be articulate and precise in communications, both written and oral. This is critical to successfully coordinate the resolution of issues and to communicate effectively with business partners and IT executive management

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