IT Support Analyst

Dice is the leading career destination for tech experts at every stage of their careers. Our client, Spar Information Systems, is seeking the following. Apply via Dice today!IT AnalystJob Location- 16600 Swingley Ridge Rd. Chesterfield, MO 63017 (Hybrid)Experience Level-8 To 10 YearsReporting to the Director, Regional IT Operations, the IT Support Analyst provides first and second-tier support for all levels of regional IT incidents and requests from associates via phone, email, and remote connection to resolve routine problems regarding hardware, software, and peripherals. This will be an in-office position at RGA's London office, minimum of 4 days a week. Proven understanding of a wide range of end user computing technical requirements, hardware knowledge and troubleshooting. Uses detailed knowledge of the RGA infrastructure environment to effectively deliver IT and business requirements. Attempts to resolve as many requests as possible during first contact, determines urgency of needs, prioritizes, and responds to support requests by taking corrective action or routing requests to appropriate IT specialists. Provides customer oriented follow-ups in a courteous, efficient and timely manner. Records, dispatches and closes service requests using Service Now software. Is a key role in internal change management, purchasing and communications procedures. Reliably understands, clarifies and executes assigned tasks and activities raised by international specialist IT teams, acting as integrated part of the global team.Primary Functions:Maintain high customer satisfaction by representing IT courteously, professionally, and effectivelyResponsible for first and second level support and appropriate follow ups of IT systems in the region including PC's, printers, servers, and related IT equipmentClearly document and effectively prioritize client requests into RGA ticket management softwareResponsible for coordinating support of office building related IT issues such as network room power, UPS, HVAC, telephony and collaborative tools such as video conferencingProvide first level troubleshooting for VoIP phone and network communicationsClearly identify, isolate, document, and define problems; resolve them in a timely manner when able, and escalate them to the appropriate team/owner according to SLA processesComplete required activities, delegate tasks to other regional technical associates as appropriate and deliver projects/tasks to requirements.Install software, desktop/laptops systems and peripheralsUpdate documentation & provide basic trainingProvide mentoring & ongoing assistance/instruction to new technical associatesMaintain and organize inventoriesManage and organize support information knowledge baseProactively identify areas of improvement to management, and lead/participate in solution designRespond to and adhere to on-call rotation during EMEA regular working hours for the teamFollows standard operating procedures, policies & direction.Experience and Skills:Knowledge of Windows desktop environment Knowledge of Windows Server environment administration (AD, Exchange)Ability to work efficiently as part of a global team environmentAbility to work well independently and be proactive with task and time managementAbility to diagnose software and hardware problemsEffective oral and written communication skillsEffectively manage relationships with all levels of internal stakeholdersPrior experience working as part of global project teamsWhite-glove executive service and supportQualifications:Post-Secondary Education graduate4+ years of pertinent experienceProject management experience highly regardedFluent English Language skills both spoken and writtenRequired Skills:A+, Network & Microsoft Certified Desktop Support Technician preferredProficient with Windows desktop environment (Win 11 & M365)Proficient with:Basic TCP/IP networkingVoIP TelephonyWindows Terminal Server end user supportMobile device support iOS devicesPrinter technologiesVideo conference & meeting room technologyDell workstation hardwareExcellent communication & organizational skillsStrong telephone and customer service skillsStrong analytical and problem solving skillsAvailability to work overtime, as required