IT End User Analyst

Description:

The IT End User Analyst provides call center, network, and production control support in the consolidated IT Customer Operations Center (ITCO). Specific duties include:

1.    Provide Tier 1 phone, on-site and Service Desk Window (walk-up customers) support and coordination.

2.    Troubleshoots and restore routine technical service and equipment problems by analyzing, identifying and diagnosing faults using established processes and procedures.

3.    Recommends process improvements for problem prevention.

4.    Documents work flow in Ticket Management System.

5.    Maintains technical instructions for standard processes.

6.    Evaluates messages from monitoring tools and takes action to resolve and prevent IT infrastructure issues. Escalates problems to Tier 2 or 3 as required.

7.    Provides shift rotational coverage as needed (24x7)

8.    Working knowledge and understanding of:

9.    HPSM, HP-OMU, Solar Winds, or similar Event Monitoring tools.

10.    Proficient knowledge and understanding of :

11.    TVA IT Infrastructure hardware and software

12.    End-user tools and equipment

13.    ITCO Processes: Incident, Problem and Deployment Change Management

14.    Must possess:

a.    Good Communication skills: (1) Ability to communicate with customers to diagnose and resolve problems; (2) communicate with Infrastructure Operations (IO) engineering and operations personnel on a technical level.

b.    Ability to work under pressure.

c.    Problem analysis and analytical skills.

Minimum Qualifications

A Bachelor’s Degree in computer science, engineering, math, business, or related field of study; or equivalent education, training & experience. Four or more years experience, in one or more IT infrastructure technologies such as networking, client server architectures, server and desktop operating systems, databases, server virtualization, storage area networks, messaging, etc. Proven performance in terms of user satisfaction, adherence to quality standards and timely completion of all key aspects of assignments. Must be able to qualify for and maintain a TVA Sensitive clearance, or equivalent security clearance. Must be able and willing to assume on-call rotational assignments which may include 24-hour on 7-day per week availability. Travel as required to carry out project work or perform temporary duty at other than home-based site which supports both internal and external business on the schedule and shift requirements of those businesses.