Alta Resources is Hiring!

Summary
The Desktop Support/IT Analyst is accountable for standard support and development activity, including problem resolution, analysis, design, and implementation activity for application, helpdesk, and/or infrastructure support activity. The Desktop Support Analyst will provide beginning, moderate, or advanced levels of expertise and working knowledge and leverage their skills in areas of responsibility. They will continue a progression of skill development toward the expert level. The Desktop/Analyst is responsible for developing a strong understanding of specific functional or technical areas and can gather business requirements and convert them into design of processes and applications for improved performance and delivery of business benefits. Duties may include receiving, prioritizing, documenting, and actively resolving end user help requests.
The Desktop Support/IT Analyst possesses strong analysis skills, and has an understanding of specific functional or technical areas. They can convert business requirements into solutions for improved performance and delivery of business benefits. Duties may include receiving, prioritizing, documenting, and actively resolving end user help requests. Senior levels are responsible for providing guidance and mentoring to less experienced Desktop/IT Analysts to help them advance their skills, and may provide functional direction to small teams on specific support efforts.

Essential Duties & Responsibility
Other duties may be assigned.

Strategy and Planning

• Assess and recommend appropriate technologies to solve business problems/opportunities.
• Acquire a strong understanding of the functional business disciplines serviced by the technologies being designed or supported to ensure that the service provided is timely, effective, and appropriate.
• Establish proactive, confidence-inspiring client relationships to ensure technology development and maintenance efforts meet business goals.

Execution and Service Delivery

• Develop knowledge and experience in resolving support requests for Services Support, Application Support, or Infrastructure Support as applicable. This will include problem solving and the related activities specific to the type of problem, covering the analysis, design, implementation and maintenance of complex business and technical solutions from the client perspective.
• Analyze specific functional and technical problems and business requirements and prepare detailed resolution approaches. Provide the full complement of technology support services as required on assigned work efforts.
• Develop and leverage a working to expert knowledge of standard services, applications, and infrastructure technologies as required. This may include programming language(s), operating systems, programming techniques, data base management systems, productivity tools and other hardware and software facilities to produce the most effective and timely results for the functional areas being served.
• Perform, or direct the performance of, standard application and infrastructure support activities based on specific assignments. Leverage an advanced knowledge of services, applications, and hardware to conduct problem resolution, analysis, design, development, and implementation activity.
• Test fixes to ensure problems have been adequately resolved.
• Display skill in the use of control techniques and support methodology to meet assignment requirements.
• Create technical documentation for Information Technology staff to follow when completing procedures.
• Provide 24x7 on call rotation support for all supported technologies.

Communication and Collaboration

• Establish proactive, confidence-inspiring client relationships to fulfill all aspects of specific assignments within Services Support, Application Support, or Infrastructure Support as applicable.
• Produce and communicate status of deliverables relative to milestones, variances, open issues, and client acceptance.
• Respond to requests for enhancements to existing technologies by clearly defining the business problem/opportunity and the approach to satisfying the request.
• Contribute to an environment in which all team members are respected regardless of their individual differences and are motivated to improve both their individual and team contributions to achieve desired business results.
• Regular attendance, punctuality, and adherence to agreed-upon schedule of availability are conditions of employment and essential function of this position.

POSITION AND LEVEL – SCOPE DIMENSIONS, REQUIREMENTS, SERVICE METRICS
Level I
Scope – Budget / Revenue Not Applicable
Scope – Span of Control Third party and OEM support such as Microsoft Office Suite, Laptop/Desktop Support and Windows OS
Scope – People Leadership No
Scope – Strategy / Planning Component Focus
Scope – Communication Within Support Team
Requirement – Education
Two or Four year college or university degree in
IT-related field;
Philippines – required
United States – preferred

Requirement – Experience in Position 0-2 years
Requirement – Certification(s) No
Requirement – Language English oral and written communication skills required

Service Metric – Change Management Compliance 100% compliance to process
Service Metric – Acknowledgement Time > 90% of all tickets acknowledged within department timeframes
Service Metric – Resolution Time 90% of all tickets resolved within department timeframes
On-call Coverage Provide on-call coverage within the defined rotation parameters (the rotation may change depending on business needs)

Leadership Responsibilities
Although this position will not have responsibility for direct reports, the position requires active leadership in the way of supporting strategic initiatives as well as active personal development.
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Additional qualifications include:

• Passionate for technology with a strong customer-centric focus
• Takes initiative and demonstrates problem solving skills
• Strong communication and interpersonal skills.
• Willingness to tackle problems and seek out new opportunities.
• Ability to simplify complex issues, can differentiate between critical details and unimportant facts, has a logical thought process in resolving problems.
• Demonstrated technical proficiency, attention to detail, and continuous improvement.
• Demonstrated productivity, managed priorities and time, and followed procedures.
• Strong communication skills to include speaking, writing, and listening skills.
• Demonstrated ability to meet commitments, stay focused under pressure, accept accountability.
• Ability to build strong relationships, give and receive constructive feedback, and works well with others.
• Ability to work effectively within and across teams and global locations.

EDUCATION and/or EXPERIENCE
Refer to requirements in table above.

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