IT Support Analyst

The IT Support Analyst is responsible for delivering end-to-end support in accordance with IT service level agreements. By partnering with end-users and technology groups, the Analyst ensures IT client equipment is operational and all incidents are analyzed, resolved, and reported back within the promised timeframes.

Key Responsibilities:

• Operate within developed service strategy to mitigate software, hardware, and networking issues
• Troubleshoot and resolve IT issues via phone, web, and in-person channels
• Ensure all incidents are resolved against SLAs
• Report on health of IT support using uptime and ticket-related performance metrics
• Partner with IT and business personnel to discuss the impact of incidents on products and services
• Track and report all open and closed incidents to leadership teams
• Proactively learn and train other staff members on new product and service technologies
• Image client computers
• Perform client file transfers
• Provide tier 1 ERP application support
• Assist in minor ERP system administration
• Install and test pre-configured networking infrastructure at remote sites

Qualifications

• Strong customer service ethic
• Ability to prioritize and quickly resolve issues
• Excellent verbal communication skills
• Excellent analytical and problem solving skills
• Effective prioritization and project management skills
• Experience using help desk ticketing software
• Experience with incident troubleshooting and escalation
• Familiarity with ITILv3 or related service delivery frameworks

About MWH

MWH Constructors is a project delivery company with a focus on water and energy. With the ultimate goal of delivering maximum value to municipal, federal and industrial clients and their local communities, we offer single-source integrated construction services and project delivery methods that incorporate industry-leading preconstruction services and safety practices

Additional Information

MWH is an EEO employer - MWH considers applicants for all positions without regard to race, ethnicity, religion, creed, color, sex, gender, gender identity or expression, national origin, age, disability, veteran status, medical condition, marital status, sexual orientation, citizenship or other basis in accordance with federal, state or local laws or regulations.


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