Technology Operations Analyst - 2nd Shift, Weekends

Technology Operations Analyst (Application Support Analyst)

Shift: THURSDAY-TUESDAY, 5:00PM-1:00AM
Summary
This position is part of Service Desk Support with emphasis on proactively reducing system performance issues affecting project teams in the business, which requires managing scheduling and reaching-out to internal business leaders to propose preventative maintenance sessions on their systems. You will also be working directly with end-users on their availability and schedule, typically outside of core business-hours. Professional experience troubleshooting Windows environments including Microsoft Office and basic IT issues on end user devices.
Requirements

• Ability to work on Thursday through Tuesday 5PM-1AM CST; critical to have reliable availability between January and March.
• Professional or equivalent experience working with Microsoft Windows and Microsoft productivity software (e.g., Microsoft 365, Microsoft Office) including, but not limited to, working with collaboration tools including Microsoft Teams, OneNote, and SharePoint, as well as scheduling and updating meetings with Microsoft Outlook Calendar and managing Microsoft Outlook Mailbox with a high volume of emails.
• Working experience with a ticket management system for incidents and requests (ServiceNow preferred); demonstrated ability to interpret ticket performance, trends, and escalations.
• End-user computer and network troubleshooting skills.
• Comfortable working independently under minimal supervision most of the time while remaining highly productive.
• Very strong organizational and time management skills to complete concurrent priority task assignments on-time.
• Good communication skills, both written and verbal.
• Ability to work in a highly collaborative environment and consult effectively with employees at all levels.
• Strong attention to detail, motivation, and initiative.
• Ability to work well under the pressure of deadlines and troubleshoot unexcepted issues within a production system environment.
• Ability to report work progress status in a timely, consistent, efficient, and professional manner.
• Track record of clearly documenting work completed on support tickets and updating/resolving them in a timely manner after adequate validation and communication of the resolution to end-users.
• Ability to maintain personal business availability, accurately reflected on Outlook Calendar, 2-weeks in advance at a minimum.
• Must be diligent to avoid execution errors that may lead to disruption of business operations.
• Must be comfortable following extensive troubleshooting guides that contain multiple steps and involve various systems.
• Must be comfortable actively working with multiple active sessions/windows open on the computer screen (monitor).
• Must be comfortable handling large quantities of data in spreadsheets and systems.
• Must be comfortable working primarily using e-mails.
• Must be comfortable and effective in performing repetitive tasks.
• Ability to work independently, primarily outside of business-hours including, but not limited to, making and answering calls then connecting remotely to troubleshoot systems on a reliable Internet connection.
• Minimum of 6 years of IT support experience.
• Minimum of 3 years of experience working with a ticket management system to resolve technical incidents.
• Minimum of 2-4 years of remote work experience.
• Experience working with small scale projects.

Preferred

• High sense of urgency.
• Curious, self-learner.
• Problem-solver.
• Nimble and adaptable, ability to learn on the job.
• Minimum of 2-years of experience supporting Caseware Working Papers.
• Intermediate Microsoft Excel working knowledge (nesting of formulas, pivot table basics, filtering, sorting, data validation).
• Experience supporting Windows Server, File Share systems, and Windows Active Directory.
• Practical basic knowledge of at least one tool/programing language (e.g., SQL, PowerShell, C#, Python).
• Clear understanding of Client/Server architectural concepts.

This is a 3-6 month plus Contract opportunity with our Minneapolis, MN client. 100% Paid employee Medical/Dental Benefits, Paid time off, Paid Holidays, and 401(k) (with immediately vested company match) available with TriCom during the contract period. H1-B Visa sponsorship is not available for this position. No third-parties, please.

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