ABOUT THE POSITION
The Principal Digital Support Analyst provides technical support to users. Responds to requests and incidents, conducts operational monitoring and maintenance, and provides documentation and training to ensure users can optimally utilize their hardware and software.
HOW YOU’LL MAKE A DIFFERENCE
Handles incoming calls in a timely and professional way. Tracks all calls using service desk software. Performs ticket assignment and escalation as required. Performs daily follow-up on open calls with no activity. Provides general first-level support. Proactively identifies trends and drives remediation efforts with technical support and other IS groups as required on problem determination, solution implementation, and thorough documentation of progress and results.
Maintains and executes tasks with a proficient knowledge of processes and procedures for regulatory controls. Manages production jobs.
YOU ARE
• Bachelor’s degree, applicable certification or equivalent experience.
• Typically requires 8+ years of professional experience and mastery of relevant technical or business skills required to accomplish the job.
• Relevant professional certification in the field of IT preferred.
• Working knowledge of MAC computer support
• Working knowledge of ITIL framework and experience working within a support environment utilizing Incident, Change and Problem Management
• Advanced knowledge of data processing and general business principles Advanced technical abilities which may include programming, debugging and/or code review
• Advanced knowledge of Microsoft windows and/or Apple environment with the ability to efficiently diagnose computer system issues and implement effective solutions
YOU HAVE
• Problem Solving: Identifies and solves complex problems that impact multiple areas. Applies independent analysis based on in-depth research and critical thinking to recommend solutions.
• Decisions: Routinely analyzes unique issues or problems and functions with a high degree of autonomy.
• Knowledge: Requires specialized knowledge and expertise in own job discipline and deep experience in integrating related disciplinary knowledge. Applies specialized knowledge of industry standards/practices on key projects and initiatives.
• Business Acumen: Interprets internal/external business challenges. Recommends best practices to improve products, processes, or services to distinguish from the competition.
• Communication & Influence: Communicates difficult concepts and negotiates with others to adopt a different point of view. Converts technical information to compelling business context and advice.
• Impact: Decisions will have significant impact to multiple departments or disciplines.
• Leadership: Manages projects and end to end programs with moderate resource requirements, risk and/or complexity. Provides training and leadership for other team members. Key role in planning and coordinating with others for projects or tasks. May contribute input to the performance review of other team members. Primary role is an individual contributor however may also manage one lower-level employee.
#LI-SA1
#Hybrid
This job description is not meant to be an all-inclusive list of duties and responsibilities, but constitutes a general definition of the position's scope and function in the company.