Operations Analyst I

Job Description:BASIC FUNCTION: Provides technical support and training to users of PCs and related desktop products. Facilitates the I.T. Help Desk function to identify, resolve, and prevent the reoccurrence of problems. Works with the Operations team to enhance and support the operational and technological functions of Computer Operations. Possesses the ability to work independently, quickly and effectively to solve technical problems with hardware/software essential to the position. Keeps pace with the rapid changes in technology and provides 100% Customer Satisfaction by exercising flexibility, and using technology, initiative, and strong interpersonal and problem solving skills. Assist with end-user training, provides IT PC desktop solutions and delivers the necessary services required to enable PC desktop computing. PRINCIPLE RESPONSIBILITIES/ACCOUNTABILITIES: 1. Responsible for installing and testing the hardware/software required to support PC desktop applications. This includes the hardware/software associated with all peripheral devices. 2. Maintains an accurate inventory of hardware devices and software licenses to ensure Welch's compliance with legal requirements. 3. Maintains end-user desktop security as required and approved by the security administrator and Welch standards. 4. Responsible for keeping current with Computer Operations Disaster Recovery procedures, maintaining the documentation, and facilitating the processes involved. 5. Understands the file organization of the various storage media and initiates and maintains data file libraries and directories in compliance with standards. 6. Facilitates the I.T. Help Desk function to identify, resolve, and prevent the reoccurrence of problems. Independently diagnoses problems across multiple hardware/software platforms. Ensures that problems are tracked, logged and resolved efficiently. Develops solutions that minimize downtime. Creates, modifies, and negotiates service level agreements to meet business objectives. Responds to end-user calls in compliance with service level agreements. 7. Works with the Operations team to enhance and support the operational and technological functions of Computer Operations. Is responsible for understanding, administering, and executing software and hardware across all platforms in Computer Operations. 8. Assists with the training of end-users and the development and testing of training materials. Keeps current with new software and growing technologies in order to provide timely support on all Welch computing platforms. 9. Maintains rapport with end-users to advise and promote how Information Technology can be used to address business issues. Evaluates and recommends new hardware & software. Develops and implements IT business applications. 10. Assists the IT management team to achieve operational objectives. Is responsible for the creation, maintenance, and update of all documentation required to execute Computer Operations. 11. Reacts to changes productively and handles other related duties as needed. KNOWLEDGE, SKILLS, COMPETENCIES AND ABILITIES REQUIRED: Strong technical and interpersonal skills are required to support Computer Operations, the PC Desktop environment, the Help Desk and to provide 100% Customer satisfaction. Experience should include a background in Computer Operations, operating system software, operational equipment and procedures, and currently supported desktop software. E.g. PowerPoint, Word, Excel, Outlook, Access, Windows98, NT, DOS, Internet technologies, etc. Ability to work with vendors and associates in a professional manner SUPERVISORY RESPONSIBILITY: None SCOPE: MINIMUM QUALIFICATIONS: BS Computer Science with 1-2 years experience in Computer Operations, PC Desktop and Help Desk support or equivalent work experience. Knowledge must reflect current technologies or be trainable to full expectations within one month.Job Experience:Years of Experience Required: Entry LevelExpected Travel Time: None Company: Harvey Nash Plc Location: US-MA-Concord Status: Full Time, Employee Job Category: IT/Software Development Company: Harvey Nash Plc Contact: Boston Resumes Email: Apply by Email Reference Code: 16849.1386288.11277