Helpdesk Representative IFrench Bilingual Service Analyst Associate I

The Service Analyst job family forms part of the Service Management track within the IT function. Members of this family provide support to endusers and provide proactive monitoring of computer system through ITIL methodology best practices of Incident Problem and Knowledge centered support. Start Date desired: 03/12/2024 (Can accommodate for after this date)

End Date: 4 months from the start date with intention to extend
Onsite/Remote: The job is currently in office on Tuesdays Wednesdays and Thursdays and remote work from home on Monday and Friday. We have 3 days of indoor training at the Cranberry location and then the contractor will work remote. This is subject to change at any time. Because of this applicants would need to be able/willing to come into the Cranberry office if regulations changed. At this time we do not have a date that analysts will be asked to work full time in the office.

Position Description
Individuals in this job position perform work at the intermediate level within this job family.
The IT Service Analyst I (ISAI) located in Cranberry Township PA provides support to end users and IT systems on a variety of issues. Identifies researches and resolves technical problems. Responds to telephone calls emails and personnel requests for technical support. Performs proactive monitoring of computer systems through appropriate tools. Documents tracks and monitors problems to ensure timely resolutions. Works directly with customers on resolving problems that typically take greater time and experience to resolve. Participates in various projects to monitor and improve responsiveness to customer. Plans and monitors goals. Incumbents are service matter experts and promote instructions from preestablished guidelines to resolve issues.
Minimum Required Qualifications
Bilingual language skills (French) required.
A 2year degree in Information Technology or related discipline
13 years technical support experience in a computerrelated area
Knowledge of commonly used concepts practices and procedures in the related field
Working knowledge of related ITIL standards or best practices
Intermediate knowledge of infrastructure support components
o Standard desktop tools & utilities
o Server operating systems tools & utilities
o IT networks and voice services
o IT security and Disaster recovery
o Process control and monitoring
o Call Center technologiesPreferred Skills
1 year of experience in our Global IT Service Desk function is highly preferred
Advanced troubleshooting skills
Successful completion of the IT Entry Logic and Problem Solving Test
Strong analytical abilities to quickly resolve technical problems evaluate alternative approaches and to recommend the most feasible and economical solutions
Strong analytical communication problem solving and organizational skills
Ability to work without close supervision while ensuring that tasks are done effectively and consistently
Strong verbal communication skills including the ability to document operations procedures
Ability to effectively work independently or in a team environment
Ability to effectively interact with a diverse user base
Availability to work rotating shifts and holidays
Ability to work in an office or retail store environment with sensitivity for safety and physical security
Success Factors: Focus on results drive change promote teamwork build trust & respect understand market & customer perspective plus the following:
Attend to Detail
Communicate and Share Information
Manage Complexity
Solve Problems
Take Responsibility