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IT Service Center Analyst II

Omron – San Ramon , California



The responsibilities listed below are representative, but not all inclusive of the knowledge, skill, and/or ability necessary to satisfactorily and successfully perform the essential duties of this position.



Salary : $50000 - $60000  / YEAR

RESPONSIBILITIES: Scope of the responsibilities is inclusive of all Omron entities within the Americas Provide first and second level incident resolution and request fulfillment for all Omron users with hardware, software and application issues. Provide accurate and timely logging of incidents and resolutions in ITSM ticketing system. Able to effectively support individuals from all levels of the organization including C level Ability to properly prioritize support issues based upon urgency, severity and impact to both the individual and the organization Manage ticket priority, categorizations, problem association, CI association and other ticket mechanics. Ability to provide effective and accurate solutions to user problems to ensure user satisfaction and productivity Courteously obtain and document concise incident, request and problem information for internal service personnel. Escalate problems to appropriate IT staff for workaround, resolution, root cause analysis and preventative solutions. Document replication evidence and details prior to each escalation. Maintain frequent communications with end users during the incident resolution and request fulfilment process. Utilize superior customer service skills and multitasking abilities. Ability to manage and lead individual or small projectsWork closely with other teams to record and publish knowledge transfer needed to support IT Service Center incidents and/or requests Support continual service improvement by reviewing and recommending modifications to standard operating procedures and work instructions. Represent the Omron Guiding Principles through personal and business interactions with employees, distributors and colleagues. Other duties and special projects as assigned, including occasional off hours and weekend support. Represent Omron in a professional, ethical, and socially responsible manner. EDUCATION, EXPERIENCE AND CERTIFICATIONS: Education: Associates degree in a technical field i.e. computer science or information technology or equivalent work experience. CompTia A+ and/or Network+ certification is highly preferred.  Experience: Minimum of 2-3 years of experience in related field. Thorough understanding of ITSM ticketing systems and associated tools is required. Core Technical Competencies:   TCP/IP, Active Directory and DNS Microsoft Windows 7, 10 Microsoft Office 2016 and Office 365 Adobe Pro and Cloud Cisco VPN Advanced internet browser knowledge Wireless / Mobility Laptop imaging and configuration Canon and various other printers Remote Desktop technologies i.e. Bomgar Zoom and Polycom Video Conferencing

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