IT Support Analyst II

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POST DATE 9/15/2016
END DATE 10/24/2016

Modis Cypress, CA

Cypress, CA
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Full Time
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span The IT Support Analyst II will provide excellent customer service to all end users by providing various services. Services can be solutions to problems, procedures and/or training of technology. This position serves as a first level support for customers and for medium to high and/or recurring technical problem complexity determination.  The IT Support Analyst II is expected to record all reported problems into the ServiceNow ticketing system and ensure compliance to customer response timeline (SLAs) based on severity of reported issue. br DUTIES AND RESPONSIBILITIES br Remote Technical Solution - Provides technical support via telephone, email or online to end users on a variety of application and technical issues. br Able to: br • Gather the customer’s information and determine the customer’s issue by analyzing the symptoms and figuring out the underlying problem br • Identify, troubleshoot, research, and resolve medium to high complexity technical problems                                                                                                             br • Use Knowledge Base to identify problems and possible solutions                                                                                                                                                                                   &a