Information Technology Partners, Inc. (ITP) founded in 1991, is an information  technology design and support  firm specializing in contemporary network and client computing technologies. ITP maintains offices in the Midwest and California -- providing services to its clients located throughout the United States. ITP provides a comprehensive suite of managed technology services to its clients in the manufacturing, distribution, retail, nonprofit and health fields.

As part of a 24/7 Help Desk, the Technology Support Analyst shall manage the activities associated with ongoing operational support and end user support.  The Analyst will be a member of a centralized Help Desk response team processing all incoming requests for technical assistance via phone, electronic communication, or in person. The Analyst will diagnose and resolve technical hardware and software issues in accordance with established service level agreements, track and route problems and requests and document resolutions, and escalate those issues unable to be resolved in accordance with established service level agreements, to the level 1 or 2 Engineer queue. In addition, other duties may be assigned to assist cross-functionally as needed.

SPECIAL KNOWLEDGE AND/OR SKILLS

Client Computing Support Experience: competency in supporting basic computing hardware, components, and peripherals across a wide variety of platforms, devices, and manufacturers.

End User Support experience: proven analytical and problem-solving abilities, a keen attention to detail, and be highly self-motivated and directed.

Excellent Customer Service Skills: exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills: excellent skills presenting ideas in a non-technical, user-friendly delivery.

Working Knowledge of Operating Systems and Diagnostics: experience with desktop, server and mobile operating systems, including Windows, Mac OSX, Linux (various), iOS, and Android, as well as working knowledge of a range of software/hardware diagnostic utilities.

Independent Team Player: ability to work independently as well as be able to participate in a team-oriented, collaborative environment.

Work Management and Prioritization: ability to effectively prioritize and execute tasks in a high-pressure environment and the ability to absorb and retain information quickly.

•Bachelor’s degree in information systems or equivalent work experience. Additional IT Certifications a plus

•One to two years' system administration experience. Windows or Linux systems administration

•Working knowledge of client-server applications, web-based applications, databases and networking. Able to respond to both PC and mainframe issues as well as laptop and cell phone problems

•Strong problem solving, analytical, communication and interpersonal skills.

*Excellent English skills required, both written and oral.

•Excellent ability in requirements gathering, documentation and articulating technical and functional contents to technical and non-technical audiences

•Two to three years business experience in a high technology area and/or systems analysis experience

•Commitment to delivering exceptional customer service

Local Candidates only.  No agencies or third parties.

Applications must include resume' and desired salary

Rate Range for this role: $22 - $25 per hour

Excellent benefits - Medical, dental, vision, 401k.

Free $50k life insurance policy.

Tuition assistance.

Employee discounts.

All your information will be kept confidential according to EEO and CCPA guidelines.

ITP is an Equal Opportunity Employer.

Note: Due to current Covid-19 conditions, employees are provided equipment to work from home. When the crisis passes, this position will be located at the Burbank corporate office.