End User Computing Analyst
hace 2 semanas
Overview:
In the
**End User Computing Analyst** role, you will provide support for internal employees for all IT services in our new Mexico City, Mexico office. You will also process incoming technical support incidents and requests through the ServiceNow & JIRA ticket queue while maintaining service level agreements.
En el rol de Analista de computación del usuario final, brindará soporte a los empleados internos para todos los servicios de TI en nuestra oficina de la Ciudad de México.
Cotiviti es una importante empresa trasnacional en el ramo Auditoria post pago para empresas de retail.
**Responsibilities**:
- Process incoming technical support incidents and requests through the ServiceNow & JIRA ticket queue while maintaining service level agreements.
- Provide detailed comments/work notes and update all tickets regularly following incident management procedures and escalating to appropriate personnel when needed.
- Participates in and handles project work with well-defined tasks. Required to complete project work and report updates to management.
- Handles sending and receiving of equipment for remote colleagues.
- Setup/Support/Maintenance of all Computers and Phone including Hardware/Software/Applications. Utilizing software deployment tools and OS imaging tools such as SCCM and Workspace One
- Responsible for training Users on processes and procedures such as Mobile Scanning, Remote User Connectivity and Applications.
- Completes all responsibilities as outlined on annual Performance Plan.
- Completes all special projects and other duties as assigned.
- Must be able to perform duties with or without reasonable accommodation.
**En Espanol**:
- Responsibilidades incluyendo, entre otros, hardware, software y periféricos de computadoras de escritorio/portátiles, impresoras, teléfonos de voz sobre IP, soporte de aplicaciones internas, tecnologías audiovisuales, resolución de problemas básicos de LAN, administración de VPN/RSA, soporte de aplicaciones comerciales (correo electrónico, antivirus, encriptación).
- Procese los incidentes y solicitudes de soporte técnico entrantes a través de la cola de tickets de ServiceNow y JIRA mientras mantiene los acuerdos de nível de servicio.
- Proporcione comentarios detallados/notas de trabajo y actualice todos los tickets regularmente siguiendo los procedimientos de gestión de incidentes y escalando al personal apropiado cuando sea necesario.
- Complete procedimientos bien definidos para ayudar con el mantenimiento y la configuración de las aplicaciones comerciales de los usuarios finales.
- Requerido para completar el trabajo del proyecto e informar actualizaciones a la gerencia.
- Maneja el envío y recepción de equipos para colegas remotos.
- Configuración/Soporte/Mantenimiento de todas las Computadoras y Teléfonos incluyendo Hardware/Software/Aplicaciones.
- Uso de herramientas de implementación de software y herramientas de creación de imágenes del sistema operativo, como SCCM y Workspace One
- Responsable de capacitar a los Usuarios en procesos y procedimientos tales como Escaneo Móvil, Conectividad de Usuario Remoto y Aplicaciones.
Qualifications:
- 4+ years of end-user technical support experience.
- ** Bi-lingual in English and Spanish required** - as you will be supporting teams in Mexico City but also collaborating with your American counterparts in the US.
- Strong skills in physical hardware repair of laptops and desktops (LCD replacement, RAM upgrades, etc.)
- Working knowledge in Microsoft SCCM or equivalent desktop imaging tools, Basic Active Directory administration, group policy objects.
- Experience with Workspace One and Modern Management of Windows 10 strongly preferred.
- Required knowledge of ITIL processes and procedures related to Incident, Problem, and Request.
- Basic understanding of IP networking and tools such as Ping, Traceroute, TCP/IP, DNS, DHCP
- Able to effectively troubleshoot desktop software and hardware related issues with mínimal supervision with advanced knowledge of computers and related peripherals, printers, fax machines and office equipment.
**En Espanol**:
- De 3 a 4 años de experiência en soporte técnico para usuarios finales.
- Conocimientos prácticos avanzados de los productos de MS (Office 365, Windows 10), los productos de Adobe y otras aplicaciones de software relacionadas con la empresa.
- Fuertes habilidades en la reparación de hardware físico de computadoras portátiles y de escritorio (reemplazo de LCD, actualizaciones de RAM, etc.)
- Conocimiento práctico en Microsoft SCCM o herramientas de imágenes de escritorio equivalentes, administración básica de Active Directory, objetos de política de grupo.
- Se prefiere experiência con Workspace One y Modern Management de Windows 10.
- Conocimiento requerido de los procesos y procedimientos de ITIL relacionados con incidentes, problemas y solicitudes.
- Comprensión básica de redes IP y herramientas como Ping, Traceroute
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