Service Analyst II

Business Technology - Service Analyst II

Duties and Responsibilities of Job: You\'ve discovered something special. A company that cares. Cares about leading the way in construction, engineering, manufacturing and renewable energy. Cares about redefining how energy is designed, applied and consumed. Cares about thoughtfully growing to meet market demands. And - as \"one of the Healthiest 100 Workplaces in America\" - is focused on the mind/body/soul of team members through our Culture of Care. The Business Technology - Service Analyst II provides service and support for a wide range of applications and solutions. This position will be working directly with internal customers as well as the business technology team. Work is primarily done over the phone, via email and occasionally in person. They will identify and resolve support issues while working with the internal customers and the business technology team. This role is customer service focused and works to improve relationships within the company as they resolve issues that arise throughout the day. They will manage and communicate expectations appropriately with the customers that require assistance and will escalate larger issues to the appropriate Business Technology Resource. Attention to detail, customer service skills, oral and written communication, and ability to follow appropriate procedures are key skills for this role.

Minimum Requirements

Education: Associate Degree in Information Technology, or equivalent professional experience and relevant training

Experience: 3 years or more in a service or support role

Travel: 15%

Work Schedule: This position works between the hours of 7 AM and 5 PM, Monday-Friday. Ability to work a flexible schedule is necessary.

Key Responsibilities

Work Complexity:

* Monitors service support systems for incoming calls for assistance from customers (Faith employees), and works with them to identify relevant details.

* Resolves incidents and service requests, including updating information in the service tracking system.

* Performs duties while following standard procedures and practices.

Service Desk:

* First point of contact and day to day technical support to end users.

* Responds to Level 1 or Level 2 support requests via multiple sources such as phone, system responses, chat or other method.

* Enters or updates call information into the tracking system.

* Interacts with customers in a courteous and professional manner.

* Diagnoses and resolves customer call issues.

* Handles calls escalated to Level 2, escalates calls as appropriate.

Project Planning:

* May provide input to projects during planning and requirements gathering.

* May participate in support training before projects are launched.

* May be assigned work tasks from projects.

Customer Technology Support:

* Troubleshoots, diagnoses and performs minor repairs to hardware, software, and peripheral equipment, following documented procedures.

* Documents troubleshooting steps for future use.

* Follows up in a timely manner to ensure customer satisfaction.

* Explains service procedures to customers.

The job description and responsibilities described are intended to provide guidelines for job expectations and the employee\'s ability to perform the position described. It is not intended as a comprehensive list of all functions, responsibilities, skills or abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate.

How Does FTI Give You the Chance to Thrive? If you\'re energized by new challenges, FTI provides you with many opportunities. Joining FTI opens doors to redefine what\'s possible for your future. Once you\'re a team member, youBBTECH_RESER.

Qualified females, minorities, and special disabled veterans and other veterans are encouraged to apply.