OneMain Financial Jobs

This job was posted by https://www.azjobconnection.gov : For more information, please see: https://www.azjobconnection.gov/jobs/7396710 Harris Companies\ \ Title: IT Support Specialist\ Job Category: Information Technology\ Requisition Number: ITSUP002831\ Full Time\ Phoenix, AZ 85027, USA\ \ \

Job Details

Description

Your role as an IT Support Specialist

As an IT Support Specialist, you will provide company-wide virtual and in-person technical assistance regarding computer systems, software and peripherals throughout the organization. This includes evaluating the users request, quickly determining the appropriate resolution/escalation, communicating the resolution/escalation to the user, and fully documenting the process from the inception through closure and subsequent follow-up as consistent with Harriss support service level standards.

Troubleshooting and Support

• Receives, responds to and monitors status of requests for technical assistance; updates ticketing system to reflect activities performed and status of request to ensure timely completion of work order in accordance with established policy.
• Follows escalation procedures in situations where advanced troubleshooting/application support is necessary to resolve end user issues.
• Answer questions, provide end-user training, and resolve problems via telephone and email, primarily utilizing remote support software and tools.
• Provide and allocate necessary access to multiple software applications or folders for end-users utilizing admin tools and solutions provided.
• Support all user machines from initial setup/account creation and onboarding/file access to equipment replacement/data transfer and account termination-to-equipment return.
• Create detailed documentation for IT, both internal and external facing regarding technical how-to\'s/troubleshooting processes and workflows.
• Assists in the administration of the primary ticketing system; creating, updating, and modifying ticket templates, automations and triggers to improve efficiency and coordinate workflows.

IT Team Collaboration and Support

• Participates in PMO Governance process to understand overall technology strategy at Harris.
• Meets deadlines and requirements for any milestones or deliverables assigned.
• Identifies, gathers and analyzes data relating to non-functional applications and software for incident reporting and resolution.
• Actively participates in deployment and relocation of computers and associated peripheral equipment.
• Meets and maintains adequate KPIs in technical support, ticket quality, and SLAs.

Organizational Support

• Creates and maintains application and end user documentation following applicable department, company and industry standards and policies.
• Identifies, investigates, tracks, and resolves minor project, system or application errors ensuring solution is timely and of acceptable quality.
• Maintains inventory of all loaned laptops, desktop and peripheral equipment and accessories; initiates requests for replacements to ensure availability in accordance with established policy and standards.
• Develops and applies standard computer images with authorized software to computers to ensure consistent configurations.
• Participates in preparation of fully integrated testing scenarios for application deployment and configuration; provides information to be evaluated as part of comprehensive testing plans.
• Researches information systems across multiple levels and states and their relationships.

Research and Development

• Is informed of current business practices and innovation.

Busi\ \ \ \ Equal employment opportunity, including veterans and individuals with disabilities.\ \

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