Gracie Roth

IDR is seeking an IT Service & Incident Analyst II to join one of our top clients. If you are looking for an opportunity to join a large organization and work within an ever-growing team-oriented culture, please apply today!

Position Overview/Responsibilities for the IT Service & Incident Analyst II:

• Receives a diverse range of client issues through multiple sources (via phone, Client Support Help Desk (CSHD), Client Portal, email, etc.) 
• Reviews information to define issues and determines the ultimate impact.
• Documents and/ or generates CSHD ticket for tracking purposes, classify severity (1-Critical, 2-High, 3-Medium, 4-Low Impact), and notifies appropriate business or technical resource to solve internal/ external client issues.
• Assists with facilitating appropriate resolution tasks to provide service or assistance required.
• Assists with coordinating relevant groups to initiate prompt issue resolution for High to Critical impact issues (e.g., access failures, system availability, etc.).
• Provides level one technical support and develop more in depth knowledge by assisting experienced peers with internal/ external client problems (e.g., software updates/ installation, non-critical reports, etc.) related to desktop, Personal Computer, or merchant terminals.
• Escalates issues requiring more experience and in depth knowledge.
• Demonstrates a working knowledge of company systems/ client operating systems and develops knowledge of company module/ system enhancements while participating in external/ internal client meetings.
• Verifies systems during and after scheduled outages/ maintenance including screens, web sites and other company managed data for clients.
• Monitors critical path processing to confirm that benchmarks are met and notifies clients about missed deliverables

Required Skills for IT Service & Incident Analyst II: Required:

• Minimum 2 Years of relevant experience
• Help desk; POS Terminal experience
• Change Management experience
• Familiarity with metrics driven environment
• Incident Management experience

• Bachelor's Degree
• Computer science or technical field
• 4 Years of relevant experience
• Help desk; POS Terminal experience

What’s in it for you?

• Competitive compensation package

• Full Benefits; Medical, Vision, Dental, and more!

• Opportunity to get in with an industry-leading organization

• Close-knit and team-oriented culture

Why IDR?

• 20+ Years of Proven Industry Experience in 4 major markets

• Employee Stock Ownership Program

• Medical, Dental, Vision, and Life Insurance

• ClearlyRated's Best of Staffing® Client and Talent Award winner 11 years in a row