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IT System Services & Support Analyst

Company: TurnPoint
Location: Mishawaka
Posted on: January 8, 2022

Job Description:

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TurnPoint Services is a national leading service provider of plumbing, electrical and HVAC. The key to growth of the business is its people. We are dedicated to creating an environment that attracts and retains talented and passionate people. The key outcome to our unprecedented growth is through supporting a healthy and productive relationship with our team and continuing to improve performance by enhancing the career path of each of our team members.
The Systems Services & Support Analyst position is responsible for providing support and services for resolving Level 1 technical issues for end users including, but not limited to, ServiceTitan, data management, and mobile device management. The Systems Services & Support Analyst is a motivated self-starter, organized, with excellent communication skills who values education, integrity, innovation, and success.
It is essential that this individual can hit the ground running and be up to speed with our procedures quickly. This individual is responsible for ensuring the company has what it needs to win every day while continuing to improve the use of technology for overall operational efficiency. This individual focuses on automation, process improvement, and innovative solutions. This position reports directly to the IT Service Desk Manager.
Pay Range: $45,000 - $50,000
ESSENTIAL FUNCTIONS and RESPONSIBILITIES:1. Internal Client Point of Contact:a. Serving as the first point of contact for staff seeking technical assistance over phone, email, and ticketing system.b. Performing remote troubleshooting through diagnostic techniques and pertinent questions.c. Determining the best solution based on the issue and details provided by employees.d. Walk the employee through the problem-solving process.e. Maintain event, problem, and resolution log through Autotask PSA ticketing system
2. Upward Communication Flow:a. Direct unresolved issues to the next level of support personnel.b. Provide accurate information on IT products and services.c. Pass on any feedback or suggestions by employees to the appropriate internal team.d. Identify and suggest possible improvements on procedures.
3. Create and maintain employee status and account information:a. Office 365 as well as Azure AD
4. Software and Data Management:a. Develop, implement, and create training materials for all ServiceTitan modules.b. Review and communicate ServiceTitan issues and maintain accuracy of data.
5. Hardware and Device Management:a. Management of all mobile devices on location.b. Management of all end user, office, and network devices.
QUALIFICATIONS:1. Requirements:a. End user support experience in IT environmentb. Email system support, preferably Office 365c. Azure AD / Active Directory Supportd. Ability to work in a fast paced, growing environmente. Strong troubleshooting skillsf. Microsoft Windows 10 desktop supportg. 1-2 years industry experienceh. Valid driver's license and willingness to traveli. Exceptional customer service and relationship building skills
2. Preferred Requirements:a. Autotask PSA ticketing system experienceb. Datto RMM experiencec. ServiceTitan user/admin experienced. Basic networking experiencee. Azure AD experiencef. Office 365 experienceg. MDM Management, ScaleFusion preferredh. iOS and Android management experience
Additional Compensation and Benefits:

  • Affordable Medical, Dental and Vision plans
  • 401K with 3% company match
  • Short- and Long-Term Disability plans
  • Accident & Critical Illness Insurance available
  • 20K Life Insurance Policy free
  • Additional life insurance available
  • 6 Paid Holidays each year
  • Paid Time Off

    TurnPoint Services - Turning Bad Days into Good Ones.
    Turnpoint Services is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Keywords: TurnPoint, Mishawaka , IT System Services & Support Analyst, Professions , Mishawaka, Indiana

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