Associate Systems Support Analyst

Des Moines, IA

Posted: 1/10/2020
Team Number:
Summary Information: Category: Corporate - Location: Des Moines IA
Associate System Support Analyst 

Assess and troubleshoot computer support problems and apply understanding of computer software and hardware products and services to resolve problems of users.  Respond to telephone calls and e-mails from users having problems using computer software and hardware or inquiring how to use specific software, programming languages, electronic mail, or operating systems.

Responsibilities: 

  • Research, diagnosis, resolve, and respond to computer software and hardware problem requests received via telephone calls and e-mails from end-users in accordance with defined service levels. Provide full incident ownership through resolution to the full satisfaction of the requester.
  • Document and enter incident information in the call-tracking software.
  • Acquire and maintain knowledge of relevant product offerings and support policies. 
  • Provide excellent customer service by demonstrating courtesy, understanding, and clearly communicating how best to resolve the issue.
  • Perform other job-related duties and special projects as required. 

Requirements: 

  • Associate’s Degree in Information Services or related computer/technical field of study or equivalent work experience. 
  • 1-2 years of experience with experience in PC support/help center environment.
  • Strong written and verbal communications skills 
  • Demonstrated attention to detail and sense of urgency 
  • Strong working knowledge of technology within Microsoft Office Suite. 

EOE | Dedicated to Diversity