• SERVICE CENTER ANALYST II

    Posted Date 4 weeks ago(6/26/2018 11:00 AM)
    Requisition ID
    2018-8483
    # of Openings
    1
    Department
    DISTRIBUTED SERVICES
    Location Name
    Baptist Management Services
    City
    Pensacola
    Category (Portal Searching)
    Information Technology
    Position Type
    Full-Time
    Schedule
    Day Shift
    Schedule Details
    0730-1600. On-call status may be required
  • Overview

    The Service Center Analyst II works independently and under moderate supervision, provides first level customer support. Resolves hardware and software problems within established service level agreements. Serves as an escalation point to level I analysts for more complex or time consuming incidents.  Manages incidents and service requests through established incident and request fulfillment processes. Security administrator for various systems.  Provides feedback as part of ongoing process improvement activities. Works to automate manual processes.  Leads small technical teams as necessary. Trains level I analysts on new processes and technologies.   Elevates complex problems to level III analysts in a professional fashion. 

     

    The person in this position works under general supervision, is responsible for various shifts, may be subject to over 40 hours per week and/or callback as required, and may also be required to remain on campus immediately before, during, and after severe weather and/or disasters.

    Qualifications

    • Associate’s Degree in related field OR three years’ experience IT Service Center may be considered in lieu of Associate’s Degree;
    • Two years IT Service Center experience is required
    • Valid Florida motor vehicle driver’s license
    • Must possess good verbal and written communication skills, comfortable in interacting within all levels of the organization
    • Must have troubleshooting skills in a 24/7 environment
    • Ability to follow defined processes and procedures
    • Ability to train others
    • Ability to work independently to carry out special projects

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