Technical Support Analyst Salary in USA

We are searching for a Technical Support Analyst I - someone who works well in a fast-paced setting. In this position, you will provide routine user support, problem analysis and resolution, in-depth technical assistance and training for information systems. Troubleshoot problems related to hardware, software, peripherals, and networks and analyze problems related to the TCH IDS technical environment and offer sound technical solutions.Think you've got what it takes?Job Duties & Responsibilities• Responds to client inquiries concerning system operation and diagnoses system hardware, software, and client problems. Perform intermediate problem solving and assistance on diverse clinical and business software applications and hardware systems for department users. Perform routine hardware and software maintenance and assist in proper upkeep and utilization of systems. Support an intermediate range of relevant multi-user computer systems, applications, equipment and current technological developments\trends in area expertise. Monitors the call tracking system and prioritizes workload accordingly. Determine computer problems and coordinate hardware\software solutions. Plan, implement, test and troubleshoot systems software and develop systems solutions for operational problems. Provides TCH IDS user's additional technical support, as requested. Utilize various software tools for monitoring system performance. Utilize various software tools for capacity planning. Utilize various software tools for file management/maintenance to adjust system and operation parameters, as necessary.• Participate as a member of project teams and provide relevant technical guidance. Serve as a project member for technology projects with large scope and broad impact, directing and integrating the work of technical staff members. Document projects and write and maintain user instructions. Provide detailed project plans, and include as appropriate, other departments in the TCH IDS. Recommend and execute viable solutions based on current technology trends and acceptable standards.• Ensure acceptable levels of systems performance. Provide in-depth technical assistance and maintenance support to departmental end users Provide individual and\or group instruction and training to staff and\or faculty on computer hardware or software. Provide technical solutions for research and development initiatives and in the implementation of new technologies. Communicate technical guidance and instruction to users on the use of PC and mainframe applications and systems. Determine the nature of computer hardware and systems software problems and communicate technical guidance and information to users.• Other duties and special projects as assigned. Stay abreast of technological advancements in the computer industry by defining a plan to attend technology classes, obtain technical certifications and build knowledge and skills that will assist in managing and supporting the computing environment. Ensures appropriate application of customer service protocol, standards and procedures, computer security procedures and protocols and federal copyright laws as they pertain to the use of computer software. Maintains up-to-date and comprehensive knowledge of industry practices, trends, and application products. Other special projects as assigned. Provide training, documentation and general information to other analysts as needed.• Provide reports and other necessary information as assigned by the supervisor by assigned deadline. Assist in development and maintenance of group's statistical reports. Understand the current ticketing system and be able to generate reports. Be able to provide management with reports and graphics depicting the current group's performance with emphasis on improvement areas. Utilize technical vendors, periodicals, internet, and other media to gather information pertaining to complex installs or configurations. Develop strategies to achieve organizational goals and recommend and execute viable solutions based on current hospital standards. Prioritize and plan work activities with other groups as appropriate. Collect information to analyze and evaluate existing or proposed systems. Contribute to the team approach for solving technical challenges; share expertise with others on the team. Communicate changes and progress with team and management.Skills & Requirements• Required H.S. Diploma or GED with a preferred bachelor's degree related Technical of Scientific discipline• Required 3 years technical support or IT experienceSince 1954, Texas Children's has been leading the charge in patient care, education and research to accelerate health care for children and women around the world. When you love what you do, it truly shows in the smiles of our patient families, employees and our numerous accolades such as being consistently ranked as the best children's hospital in Texas, and among the top in the nation by U.S.News & World Report as well as recognition from Houston Business Journal as one of this city's Best Places to Work for ten consecutive years.Texas Children's comprehensive health care network includes our primary hospital in the Texas Medical Center with expertise in over 40 pediatric subspecialties; the Jan and Dan Duncan Neurological Research Institute (NRI); the Feigin Center for pediatric research; Texas Children's Pavilion for Women, a comprehensive obstetrics/gynecology facility focusing on high-risk births; Texas Children's Hospital West Campus, a community hospital in suburban West Houston; and Texas Children's Hospital The Woodlands, the first hospital devoted to children's care for communities north of Houston. We have also created the nation's first HMO for children, established the largest pediatric primary care network in the country and a global health program that is channeling care to children and women all over the world. Texas Children's Hospital is also academically affiliated with Baylor College of Medicine, one of the largest, most diverse and successful pediatric programs in the nation.To join our community of 14,000+ dedicated team members, visit texaschildrenspeople.org for career opportunities. You can also learn more about our amazing culture at infinitepassion.org .Texas Children's is proud to be an equal opportunity employer. All applicants and employees are considered and evaluated for positions at Texas Children's without regard to mental or physical disability, race, color, religion, gender, national origin, age, genetic information, military or veteran status, sexual orientation, gender identity, marital status or any other protected Federal, State/Province or Local status unrelated to the performance of the work involved.

Carey Business School's Office of Institutional Data and Analytics (OIDA) is seeking a technical and highly detailed individual for the position of Data Management and Technical Support Analyst. Under the general guidance of the Institutional Research Manager, this casual position provides ongoing data management and technical support for the Office of Institutional Data and Analytics and acts as a liaison with the Office of Software and Reporting Services. This position plays a critical role in ongoing efforts to build data integration and warehousing solutions to support both business intelligence and analytical applications for decision-making at Carey Business School and the University. The Data Management & Technical Support Analyst will be primarily responsible for creating, uploading, and confidentially managing the data processing for course evaluations in Evaluation Kit monthly. The incumbent will also provide technical support to students, staff, and faculty on the Evaluation Kit software. This role will assist with extracting data from the Student Information System, developing internal databases, and preparing data for reports. The incumbent will assist the OIDA team with the creation of procedural guides and conduct training/workshops for various self-service tools offered by OIDA. The person in this position will work in a collaborative, dynamic team environment alongside senior institutional research analysts and the manager. This position is casual in nature and is not eligible for benefits.Specific Duties & ResponsibilitiesCreate, upload, and manage data for the Course Evaluation System; provide technical support to students, staff, and faculty.Assist with creating internal data warehouse and databases.Assist with extracting data from the Student Information System for use in reports.Serve as an IT liaison by assisting in the investigation of known and potential data problems in the Student Information System and other information systems used at the school. Develop training materials and presents formal training sessions to various employee groups.Assist in reporting on demographics of the school student body and School organization for the administration.Work with internal and external sources to monitor and maintain data integrity.Other duties as assigned.Special Knowledge, Skills, & AbilitiesSkilled in managing multiple projects, working independently, and meeting deadlines in a fast-paced environment.Ability and willingness to quickly learn new tools and technologies. Experience with data quality, data profiling, and reporting.Ability to effectively communicate technical information to non-technical staff.Ability to work effectively with other people; ability to be creative and exercise initiative.Excellent interpersonal, written, and verbal skills.Ability to maintain confidentiality of sensitive and/or personal information.Excellent organization and documentation skills. Ability to effectively communicate and work with internal and external contacts, including Carey Business School administrators and JHU institutional research associates.Minimum QualificationsBachelor's Degree.Five year's experience.Additional education may substitute for experience to the extent permitted by the JHU equivalency formula.Preferred QualificationsMaster's Degree in Information Technology or related field preferred.Information Technology experience.Experience working in higher education. Classified Title: Sr. Data Analyst Job Posting Title (Working Title): Data Management and Technical Support Analyst Role/Level/Range: ATP/04/PD Starting Salary Range: Min $31.94 - Max $55.89 HRLY ($46,800 targeted; Commensurate with experience) Employee group: Casual / On Call Schedule: Tuesday-Thursday 8 AM - 2 PM Exempt Status: Exempt Location: Remote Department name: Institutional Data and Analytics Personnel area: Carey Business School Total RewardsThe referenced salary range is based on Johns Hopkins University's good faith belief at the time of posting. Actual compensation may vary based on factors such as geographic location, work experience, market conditions, education/training and skill level. Johns Hopkins offers a total rewards package that supports our employees' health, life, career and retirement. More information can be found here: https://hr.jhu.edu/benefits-worklife/ Please refer to the job description above to see which forms of equivalency are permitted for this position. If permitted, equivalencies will follow these guidelines:JHU Equivalency Formula: 30 undergraduate degree credits (semester hours) or 18 graduate degree credits may substitute for one year of experience. Additional related experience may substitute for required education on the same basis. For jobs where equivalency is permitted, up to two years of non-related college course work may be applied towards the total minimum education/experience required for the respective job.**Applicants who do not meet the posted requirements but are completing their final academic semester/quarter will be considered eligible for employment and may be asked to provide additional information confirming their academic completion date.The successful candidate(s) for this position will be subject to a pre-employment background check. Johns Hopkins is committed to hiring individuals with a justice-involved background, consistent with applicable policies and current practice. A prior criminal history does not automatically preclude candidates from employment at Johns Hopkins University. In accordance with applicable law, the university will review, on an individual basis, the date of a candidate's conviction, the nature of the conviction and how the conviction relates to an essential job-related qualification or function. The Johns Hopkins University values diversity, equity and inclusion and advances these through our key strategic framework, the JHU Roadmap on Diversity and Inclusion. Accommodation InformationIf you are interested in applying for employment with The Johns Hopkins University and require special assistance or accommodation during any part of the pre-employment process, please contact the Talent Acquisition Office at [email protected]. For TTY users, call via Maryland Relay or dial 711. For more information about workplace accommodations or accessibility at Johns Hopkins University, please visit accessibility.jhu.edu. Johns Hopkins has mandated COVID-19 and influenza vaccines, as applicable. The COVID-19 vaccine does not apply to positions located in the State of Florida. Exceptions to the COVID and flu vaccine requirements may be provided to individuals for religious beliefs or medical reasons. Requests for an exception must be submitted to the JHU vaccination registry. For additional information, applicants for SOM positions should visit https://www.hopkinsmedicine.org/coronavirus/covid-19-vaccine/ and all other JHU applicants should visit https://covidinfo.jhu.edu/health-safety/covid-vaccination-information/. The following additional provisions may apply, depending on campus. Your recruiter will advise accordingly.The pre-employment physical for positions in clinical areas, laboratories, working with research subjects, or involving community contact requires documentation of immune status against Rubella (German measles), Rubeola (Measles), Mumps, Varicella (chickenpox), Hepatitis B and documentation of having received the Tdap (Tetanus, diphtheria, pertussis) vaccination. This may include documentation of having two (2) MMR vaccines; two (2) Varicella vaccines; or antibody status to these diseases from laboratory testing. Blood tests for immunities to these diseases are ordinarily included in the pre-employment physical exam except for those employees who provide results of blood tests or immunization documentation from their own health care providers. Any vaccinations required for these diseases will be given at no cost in our Occupational Health office. Note: Job Postings are updated daily and remain online until filled.

Innova's direct client is seeking a Technical Support Analyst. This is a long-term contract with potential for extension/FTE. 100% REMOTE but MUST BE in Arizona. Training will be Mon-Fri 8am-5pm; then the schedule will be 4-10-hour day shifts either Sun-Wed or Wed-Sun. You will deliver technical support within a ticketing system environment, specializing in medium to high-volume support call centers, with a strong emphasis on prioritizing quality over quantity. Demonstrates competency or expertise in analyzing and troubleshooting computer systems, software products, and services, focusing primarily on end users working at hotels. Maintains and enhances information technology service efficiency and user satisfaction by addressing inquiries and resolving routine to complex problems. Responsibilities: Offers technical support with a solid general understanding of computer systems, software products, and services. Supports business operations through reliable delivery of high-performance applications and technical services, emphasizing quality over quantity Resolves or routes operational issues, including installations, setups, error messages, online transactions, system status, and downtime procedures via a support ticketing system Prioritizes user satisfaction by promptly diagnosing and resolving issues based on established resources and guidelines Recognizes, research, isolates, and resolves complex problems; escalates to higher level support as needed or directed Collaborates with infrastructure service teams, software systems engineers, and applications development teams to identify and resolve problems reported by end users, ensuring accurate communication of details or findings to support or development teams Maintains accurate documentation of issues and activities within daily communication channels and ticket journal or task notes Ensures smooth shift transitions and accountability for the provided services by attending and participating in shift turnover meetings as required Upholds industry and company confidentiality standards when handling business-sensitive information in all interactions Qualifications: Minimum 12 to 18 months of specialized experience in ticketing systems, medium to high-volume support call centers, with a focus on delivering end user support Proven track record in customer service High School degree or equivalent certification College-level coursework in Computer Science, Data Processing, or a related field or equivalent experience Basic proficiency in Microsoft Office Suite. Potential for intermediate proficiency in specific applications. Technical skills in areas such as Networks transmitting Voice/Data/Fax, LAN/WAN communications, TCP/IP or VSAT; SCAT, LYNX, Peoplesoft, CPM, Goldmine; A+, Net+. Familiarity with telecommunications, PC, mainframe, or other information systems equipment. Qualified candidates should APPLY NOW for immediate consideration! Please hit APPLY to provide the required information, and we will be back in touch as soon as possible. PAY RANGE AND BENEFITS: The targeted hourly rate is $22/hour. *Pay range offered to a successful candidate will be based on several factors, including the candidate's education, work experience, work location, specific job duties, certifications, etc. Benefits: Innova Solutions offers benefits( based on eligibility) that include the following: Medical & pharmacy coverage, Dental/vision insurance, 401(k), Health saving account (HSA) and Flexible spending account (FSA), Life Insurance, Pet Insurance, Short term and Long term Disability, Accident & Critical illness coverage, Pre-paid legal & ID theft protection, Sick time, and other types of paid leaves (as required by law), Employee Assistance Program (EAP). ABOUT INNOVA SOLUTIONS: Founded in 1998 and headquartered in Atlanta, Georgia, Innova Solutions employs approximately 50,000 professionals worldwide and reports an annual revenue approaching $3 Billion. Through our global delivery centers across North America, Asia, and Europe, we deliver strategic technology and business transformation solutions to our clients, enabling them to operate as leaders within their fields. Recent Recognitions: One of Largest IT Consulting Staffing firms in the USA - Recognized as #4 by Staffing Industry Analysts (SIA 2022) ClearlyRated® Client Diamond Award Winner (2020) One of the Largest Certified MBE Companies in the NMSDC Network (2022) Advanced Tier Services partner with AWS and Gold with MS Website: https://www.innovasolutions.com/ Innova Solutions is an Equal Opportunity Employer and prohibits any kind of unlawful discrimination and harassment. Innova Solutions is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment on the basis of race, color, religion or belief, national origin, citizenship, social or ethnic origin, sex, age, physical or mental disability, veteran status, marital status, domestic partner status, sexual orientation, or any other status protected by the statutes, rules, and regulations in the locations where it operates. If you are an individual with a disability and need a reasonable accommodation to assist with your job search or application for employment, please contact us at [email protected] or (770) 493-5588. Please indicate the specifics of the assistance needed. Innova Solutions encourages all interested and qualified candidates to apply for employment opportunities. Innova Solutions (HireGenics/Volt) does not discriminate against applicants based on citizenship status, immigration status, or national origin, in accordance with 8 U.S.C. § 1324b. The company will consider for employment qualified applicants with arrest and conviction records in a manner that complies with the San Francisco Fair Chance Ordinance, the Los Angeles Fair Chance Initiative for Hiring Ordinance, and other applicable laws.

Do you have a passion for IT and for serving others? Goodwill of Greater Detroit turns 104 this year. Join us as we move into the next 100 years of building pathways to independence through personal development and the power of work. Your efforts across our social enterprises, which include education, manufacturing, retail, logistics and recycling will help make a lasting difference in people's lives and the lives of their families. In recent years we have made significant investments to better serve our clients. Those investments include a new manufacturing facility, new retail warehouse and a welding school. And in 2024 we will be adding two new mission focused stores and an occupational training school specializing in the setup and maintenance of electric vehicle charging stations. We have also made significant investments in IT, both in infrastructure and new core systems (HRIS, Point of Sale and CRM) and we are on track to continue this pattern with upcoming projects to replace our finance systems, improve our manufacturing systems and continue to expand our retail systems. We are currently in search of a Technical Support Analyst. The Technical Support Analysts primary duties will be to provide hands on day to day IT support across multiple locations. Primary responsibilities include preparing, configuring, installing and upgrading end user laptop and desktop hardware and software as well as printers and other peripheral devices, maintaining accurate hardware and software inventories, maintaining the IT playbook and working closely with fellow IT staff as well as external vendors both on support tasks and new projects. You will have the opportunity to work hands on with a wide range of technologies across multiple lines of business. Success in this job revolves around a balance of professionalism, time management, communication, eagerness, solid technical problem solving skills and a strong focus on customer service.

Job Responsibilities:Troubleshooting technical issues from the end users Gathering the proper information and escalating advanced issues to proper contact point Coaching end users on why the issue is occurring and any preventative measures they can take in the futureQualifications:Ability to work variable shifts required (Helpdesk Hours are 8am - 4am)Must have either Technical Degree or Help Desk experience in call center environment or strong technical trainingStrong technical aptitude of hardware, software and networking issues preferredWorking knowledge of software applications and problem resolution preferredEqual Opportunity Employer/Veterans/DisabledBenefit offerings include medical, dental, vision, term life insurance, short-term disability insurance, additional voluntary benefits, commuter benefits, and a 401K plan. Our program provides employees the flexibility to choose the type of coverage that meets their individual needs. Available paid leave may include Paid Sick Leave, where required by law; any other paid leave required by Federal, State, or local law; and Holiday pays upon meeting eligibility criteria.To read our Candidate Privacy Information Statement, which explains how we will use your information, please visit https://www.modis.com/en-us/candidate-privacy/The Company will consider qualified applicants with arrest and conviction records.

Job Title: Technical Support Analyst 2 (HYBRID)Location: Richmond, VADuration:12+ MonthsJob Description:The client seeks an experienced Helpdesk Analyst to answer phones and emails that come into the Helpdesk. This individual will be responsible for ensuring that phones and emails are answered in a timely manner and Service Desk tickets are created and assigned to Helpdesk analysts as needed.The Helpdesk Analyst will possess excellent communication and customer service skills displayed though verbal and written communications. They will also have the ability to assimilate and effectively communicate information, both verbally and in writing, about microcomputer hardware and software.The Helpdesk Analyst will also have the proven ability to establish and maintain effective, professional working relationships with Commission staff, following best practices of customer service principles.Skills:SkillRequired / DesiredAmountof ExperienceRecent experience in a full-time Help Desk/Technical Support positionRequired2YearsWorking knowledge of and experience with Windows 10 and Windows 11 operating systems and Microsoft desktop software products, including MS Office prodRequired2Years2 or more years of experience entering information and working with a trouble ticket, issue tracking systemRequired2YearsExperience and proficiency with Microsoft, Visio, SharePoint and Office applicationsRequired2YearsProven analytical and problem-solving abilitiesRequired2YearsExcellent verbal and written communication skillsRequired2YearsAbility to work independently with minimal direction and as a teamRequired2YearsHighly motivated and self-directedRequired2YearsAbility to present ideas in business-friendly and user-friendly language.Required2YearsAbility to work independently with minimal direction and as a teamRequired2YearsHighly motivated and self-directedRequired2YearsKnowledge of Active DirectoryNice to have2YearsCompTIA A+ CertificationNice to have2YearsExperience with Symantec's Altiris and Ivanti's Service Desk.Nice to have2Years

ABOUT ITRADENETWORK At iTradeNetwork, we work as a team to feed the world! ItradeNetwork was founded in 1990 and is the leading global provider of supply chain software and insights for the foodservice industry. The company builds bridges between suppliers and buyers of perishable food. Our collaborative approach is at the heart of the world’s leading food and beverage trading network. Our mission is to deliver supply chain software solutions to the food service & retail grocery industries in order to increase profitability, improve compliance, and strengthen trading partner relationships. iTradeNetwork boasts 13/25 top North American grocers, 8/10 top North American foodservice distributors, and 8/10 top global food/beverage manufacturers. OMS (Order Management System) is the industry standard for fully integrated, end-to-end perishables order management. A market-leading solution for two decades, OMS boasts a network of thousands of perishables buyers, suppliers, and transportation providers using its collaborative platform to drive profitability and eradicate cost and waste from their supply chain operations.In 2010, iTradeNetwork was acquired by Roper Technologies (NYS: ROP) and became part of Roper's Portfolio which includes over 20 companies. Roper Technologies was founded in 1981 and is a market-driven, diversified growth company and is a constituent of the S&P 500 and Fortune 1000 JOB SUMMARY In this position you will focus on assisting our customers (buyers, sellers, and logistics companies) and their trading partners to solve issues through various forms of communication. You will partner with customers to ensure that they have the knowledge necessary to use our solutions as part of their daily business operations. This position has high growth and visibility in the company, and you will quickly build knowledge of iTradeNetwork and the food and beverage supply chain as you work across teams in a highly collaborative environment. In this role, you will spend your time working with customers and colleagues to assess and manage complex tier 2 case escalations. These cases are escalated from our Tier 1 members and will include cases involving complex UI inquiries and integration related issues.  You will be responsible for effectively troubleshooting the cases assigned to you and following up with customers per our Service Level Agreement. Throughout this process, your goal will be to offer essential guidance to our customers while delivering outstanding customer service. The role of Technical Support Analyst also includes an on-call weekly rotation where the individual assigned is responsible for answering calls for Emergency support during our off hours.  The weekly rotation also includes sending out notifications to our customers during any weekend maintenance when assigned and also initiating and managing Code Red meetings when Severity 1 issues occur during business hours and after business hours. Responsibilities Assist customers in resolving product-related inquiries, technical issues, and general concerns. Provide information about our products, services, and policies in a clear and friendly manner. Manage all tickets assigned in a timely manner and according to our Case Management and Service Level Expectations. Empower customers by providing clear and concise explanations of technical concepts and solutions. Identify and troubleshoot customer issues. Develop and maintain a deep understanding of our products and services. Provide customer support for all escalated UI and integration related issues from Tier 1 members. Submit any necessary enhancement requests to the appropriate Development team. Perform UAT testing when applicable to recreate an issue for further escalation. Escalate issues to the Tier 3 members when necessary. Maintain accurate and detailed records of customer interactions and technical issues using our ticketing and knowledge base systems. Contribute to the development and enhancement of customer support documentation. Gather and relay customer feedback to internal teams to contribute to the improvement of products and services. Provide insights into common customer issues to help enhance overall customer satisfaction. Actively seek opportunities for personal and professional development to enhance technical knowledge and customer service skills. Cover on-call responsibilities as needed which includes being available for weekend or after hours maintenance to send notifications to customers and also be available to manage code red meetings. Maintain 90% or above Customer Satisfaction Ratings Qualifications Strong customer service orientation with a genuine desire to assist and delight customers. Patience and empathy when dealing with customer concerns. Proven ability to handle challenging customer situations with patience and professionalism. Ability to collaborate with internal teams to address customer inquiries and improve overall customer satisfaction. Ability to adapt to changing priorities and customer needs in a fast-paced environment. Demonstrated growth mindset and commitment to skill improvement. Strong organizational, analytical, communication and problem solving skills Ability to understand and work effectively with technical processes and data Be self-directed and able to work autonomously and managing fluctuating priorities Ability to work in a remote setting and remain focused/productive Education and Experience Bachelor’s Degree 1 year experience in a  technical support role; preferably in a call center environment. Experience utilizing a ticketing system (Salesforce / Jira preferred) Experience with SQL preferred Experience with AS2 and FTP communications preferred Experience with EDI, XML and Flat File data preferred Experience with Google Suite. Experience with Sterling Integrator preferred   Why you will love working here: Competitive salary packages Comprehensive medical, dental, vision and life insurance benefits for you and your family. Flex PTO for exempt employees and competitive PTO for non-exempt Paid parental leave for eligible employees 401(k) matching Tuition reimbursement on approved programs Great health & well-being benefits including: teladoc for general medic and mental health care. These benefits are only applicable to full time employees iTradeNetwork, Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. We especially invite women, minorities, veterans, and individuals with disabilities to apply. EEO/AA/M/F/Vet/Disability  Equal Opportunity Employer/Protected Veterans/Individuals with DisabilitiesThe contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c) Customer Support

Job ID: 490780CRH's Americas Materials, a division of CRH, is the leading vertically integrated supplier of aggregates, asphalt, ready mixed concrete and paving and construction services in North America. Our operations span North America with over 28,000 employees at close to 1,600 locations in 43 US States and 2 Canadian provinces.Position OverviewThe CRH Americas Materials IT Service Desk serves as a single point of contact focused on delivering timely resolution of business-impacting disruptions and the prompt execution of end user service requests. The Technical Support Analyst works in a focused support pod to provide AMAT business users end-to-end resolution of IT application and technical problems. The role responds to inquiries for help via multiple channels including phone, online chat, and email, and is required to use logic, analysis, and research to determine and employ the best solutions. The Technical Support Analyst manages end user access to enterprise applications; partners with IT Compliance to ensure audit risks are mitigated; and aligns with Service Operations and Delivery teams to ensure a deeper understanding of supported business applications.Key Responsibilities (Essential Duties and Functions)To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Identify chronic or systematic application errors, document through ITSM tool, and collaborate with Service Desk management and Delivery Team Service Managers to ensure closed loop corrective action. Use logic and reasoning to identify the strengths and weaknesses of solutions and make recommendations to improve customer operations and/or process flow. Respond to inquiries for help via multiple channels such as phone, online chat, and email. Participate in an on-call, after-hours support rotation. Ensure timely identification and communication of major incidents or of customers' recurring concerns. Develop application expertise in specific business value stream areas (i.e., Commercial; Financial; Construction; or Materials, Logistics & Equipment). Research (and contribute to) technical documents, knowledge base articles and white papers to gather and share technical information. Diagnose/determine problem cause and guide customers through appropriate resolution steps. Configure supported business applications and instruct end users in their usage. Collaborate with other IT analysts and managers to provide technical resolution, through Service Desk support pod and Delivery Team swarming. Identify and recommend process/procedural improvement to increase customer satisfaction. Manage enterprise application end user access, including terminations. Align with IT Compliance to ensure Business User Access Reviews are completed and associated audit risks are mitigated. Achieve and adhere to established Service Level Agreements and Key Performance Indicators. Other duties as assigned. Qualifications Education/Experience Associate degree in information technology or equivalent, or 2 years of experience working in a similar IT support role. 4-5 years of experience handling complex technical support issues in an enterprise environment (preference given to customer-facing application support). Strong Customer Service Skills required. Knowledge of POS, ERP, Construction, or Materials applications required. Knowledge of Windows 11, Office 365, Active Directory, and general PC networking and troubleshooting. ITIL Foundation and HDI certification a plus. Work Requirements Must be 18 years in age or older. Must pass pre-employment drug screen and criminal background check. Strict adherence to safety requirements and procedures as outlined in the Employee Handbook. Knowledge/Skill Requirements Must be able to effectively communicate (verbal and written) with people with a wide range of skills, experience, cultures, and capabilities, clearly describing solutions to computer problems in way that nontechnical users can understand. Knowledge of principles and processes for providing customer support service. This includes customer needs assessment, meeting quality standards for services, and the delivery of customer satisfaction. Must be patient and sympathetic. The position routinely helps business users who are frustrated trying to use software or hardware. Must be able to understand the problems that business users are describing and know when to ask questions for clarification. Must be able to identify both simple and complex computer problems, and then analyze and solve them. Must be able to troubleshoot and solve problems independently by effectively leveraging knowledge resources. Must be able to collaborate and work well within a team environment. Must be able to multi-task and provide quality troubleshooting and service quickly. Must be able to resolve issues under time constraints and have a demonstrated sense of urgency. Physical RequirementsThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Sitting for extended periods of time. Able to communicate with others by telephone and in person. Able to utilize a computer for word processing, email communication, and preparation of documents and presentations. Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Usually, normal office working conditions. The noise level in the work environment is usually quiet. The position may require work outside of normal business hours, including some weekends and holidays. The statements included in this job description are not intended to be all-inclusive. They represent typical elements and criteria necessary to successfully perform the job. Other duties may be assigned as required. Requirements for this job are subject to modification by the Company and its designees, and reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.What CRH Offers You Highly competitive base pay Comprehensive medical, dental and disability benefits programs Group retirement savings program Health and wellness programs A diverse and inclusive culture that values opportunity for growth, development, and internal promotion About CRHCRH has a long and proud heritage. We are a collection of hundreds of family businesses, regional companies and large enterprises that together form the CRH family. CRH operates in a decentralized, diversified structure that allows you to work in a small company environment while having the career opportunities of large international organization.If you're up for a rewarding challenge, we invite you to take the first step and apply today! Once you click apply now, you will be brought to our official employment application. Please complete your online profile and it will be sent to the hiring manager. Our system allows you to view and track your status 24 hours a day. Thank you for your interest! CRH Americas Materials Inc. is an Affirmative Action and Equal Opportunity Employer.EOE/Vet/Disability--If you want to know more, please click on this link. Date: Apr 15, 2024 Nearest Major Market: Atlanta Job Segment: Technical Support, Help Desk, Information Technology, ERP, Technology

Job ID: 492007CRH's Americas Materials, a division of CRH, is the leading vertically integrated supplier of aggregates, asphalt, ready mixed concrete and paving and construction services in North America. Our operations span North America with over 28,000 employees at close to 1,600 locations in 43 US States and 2 Canadian provinces.Position Overview The CRH Americas Materials IT Service Desk serves as a single point of contact focused on delivering timely resolution of business-impacting disruptions and the prompt execution of end user service reports. The Technical Support Analyst works in a focused support pod to provide AMAT business users end-to-end resolution of IT application and technical problems. The role responds to inquiries for help via multiple channels including phone, online chat, and email, and is required to use logic, analysis, and research to determine and employ the best solutions. The Technical Support Analyst manages end user access to enterprise applications; partners with IT Compliance to ensure audit risks are mitigated; and aligns with Service Operations and Delivery teams to ensure a deeper understanding of supported business applications.Key Responsibilities (Essential Duties and Functions) To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Identify chronic or systematic application errors, document through ITSM tool, and collaborate with Service Desk management and Delivery Team Service Managers to ensure closed loop corrective action. Use logic and reasoning to identify the strengths and weaknesses of solutions and make recommendations to improve customer operations and/or process flow. Respond to inquiries for help via multiple channels such as phone, online chat, and email. Participate in an on-call, after-hours support rotation. Ensure timely identification and communication of major incidents or of customers' recurring concerns. Develop application expertise in specific business value stream area: Commercial & POS Research (and contribute to) technical documents, knowledge base articles and white papers to gather and share technical information. Diagnose/determine problem cause and guide customers through appropriate resolution steps. Configure supported business applications and instruct end users in their usage. Collaborate with other IT analysts and managers to provide technical resolution, through Service Desk support pod and Delivery Team swarming. Identify and recommend process/procedural improvement to increase customer satisfaction. Manage enterprise application end user access, including terminations. Align with IT Compliance to ensure Business User Access Reviews are completed and associated audit risks are mitigated. Achieve and adhere to established Service Level Agreements and Key Performance Indicators. Other duties as assigned. Qualifications Education/Experience Associate degree in information technology or equivalent, or 2 years of experience working in a similar IT support role. 4-5 years of experience handling complex technical support issues in an enterprise environment (preference given to customer-facing application support). Experience with JWS Apex, Command, and Libra, preferred. 1 year of experience working in the construction materials industry preferred. Strong Customer Service Skills required. Knowledge of current Windows client, Office 365, and general PC networking and troubleshooting. ITIL Foundation and HDI certification a plus. Work Requirements Must be 18 years in age or older. Must pass pre-employment drug screen and criminal background check. Strict adherence to safety requirements and procedures as outlined in the Employee Handbook. Knowledge/Skill Requirements Must be able to effectively communicate (verbal and written) with people with a wide range of skills, experience, cultures, and capabilities, clearly describing solutions to computer problems in way that nontechnical users can understand. Knowledge of principles and processes for providing customer support service. This includes customer needs assessment, meeting quality standards for services, and the delivery of customer satisfaction. Must be patient and sympathetic. The position routinely helps business users who are frustrated trying to use software or hardware. Must be able to understand the problems that business users are describing and know when to ask questions for clarification. Must be able to identify both simple and complex computer problems, and then analyze and solve them. Must be able to troubleshoot and solve problems independently by effectively leveraging knowledge resources. Must be able to collaborate and work well within a team environment. Must be able to multi-task and provide quality troubleshooting and service quickly. Must be able to resolve issues under time constraints and have a demonstrated sense of urgency. Physical Requirements The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Sitting for extended periods of time. Able to communicate with others by telephone and in person. Able to utilize a computer for word processing, email communication, and preparation of documents and presentations. Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Usually, normal office working conditions. The noise level in the work environment is usually quiet. The position may require work outside of normal business hours, including some weekends and holidays. The statements included in this job description are not intended to be all-inclusive. They represent typical elements and criteria necessary to successfully perform the job. Other duties may be assigned as required. Requirements for this job are subject to modification by the Company and its designees, and reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.What CRH Offers You Highly competitive base pay Comprehensive medical, dental and disability benefits programs Group retirement savings program Health and wellness programs A diverse and inclusive culture that values opportunity for growth, development, and internal promotion About CRHCRH has a long and proud heritage. We are a collection of hundreds of family businesses, regional companies and large enterprises that together form the CRH family. CRH operates in a decentralized, diversified structure that allows you to work in a small company environment while having the career opportunities of large international organization.If you're up for a rewarding challenge, we invite you to take the first step and apply today! Once you click apply now, you will be brought to our official employment application. Please complete your online profile and it will be sent to the hiring manager. Our system allows you to view and track your status 24 hours a day. Thank you for your interest! CRH Americas Materials Inc. is an Affirmative Action and Equal Opportunity Employer.EOE/Vet/Disability--If you want to know more, please click on this link. Date: Apr 24, 2024 Nearest Major Market: Atlanta Job Segment: Technical Support, Help Desk, Information Technology, ERP, Technology

Our premier firm helps clients resolve their business disputes in an efficient, streamlined, and cost-effective manner. Over many decades of experience, the partners and professional staff of JB have become known for a unique combination of corporate sophistication and genuine approachability.The Technical Project Analyst will be responsible for:Assessing project scope prior to project initiationMeeting with subject matter experts as project work commencesDeveloping, testing and implementing technical changes required for workflow automation within our case management softwareCompleting routine maintenance within our case management softwareDeploying changes in production including creating end-user job aids, PowerPoint presentations, standard operating procedures and in person or virtual training classesMaintaining project and testing documentationWorking with staff to roll out changes using job aids, PowerPoint presentations, virtual and in-person meetings and side-by-side trainingWorking with other departments to complete root cause analysis of issues that occur as a result of a software or workflow change and determine and complete a remediation plan to resolve the issueAttending calls with vendors and clients to discuss projectsQualified Candidates:Has experience working with a project team (does not need to be a PM)Will be required to commute to downtown Cleveland Monday through FridayIs a "doer" - someone who will want to help and get projects done, not necessarily coordinate those projectsHas an eye for detailIs a team playerHas a go with the flow personalityEducation/Training/ExperienceCollege degree is preferredPrior experience deploying changes through a formal change management processPrior experience as a software subject matter expert is preferredBasic programming skills using a variety of languagesJavitch Block offers a comprehensive benefits program including health insurance, life insurance, short and long-term disability, paid vacataion/sick time, and 401(k) with company match.You can learn more about Javitch Block LLC at www.jbllc.com