The IT Department is seeking an interested candidate to join their corporate office team. This position is based at the corporate office in Knoxville, Tennessee.
Summary: The IT Service & Support Analyst I provides day-to-day user support and customer service, instruction, trouble-shooting and problem solving on company supported hardware, software, network and related computer systems and peripheral devices. The Analyst will provide support within the IT Business Services group and will be responsible for support during normal business hours with occasional off-hours on-call support required.
The IT Service & Support Analyst I is a non-exempt (hourly) position and is primarily responsible for:
- Regular and consistent attendance
- Provide day-to-day office systems user support by troubleshooting and fixing office systems problems. Specific duties include:
- Troubleshoot and repair of all corporate client/desk-side hardware components, laptops and virtual workstation environment
- Provide user support through installation and maintenance of office systems hardware and software
- Communicate office systems standards for hardware and software,(i.e.: documentation of hardware and software changes)
- Develop practices required to facilitate delivery of office systems support services
- Provide 1st level support for office systems problems and troubleshooting for all corporate facilities and field personnel
- Maintain inventory system for all devices deployed to all corporate facilities and field personnel
- Maintain and support print server management components for all corporate facilities
- Receive requests for technical assistance from corporate IT customers.
- Provide comprehensive support for the efficient resolution of technology problems and requests.
- Respond to requests in person, via phone, and/or electronically.
- Document incidents at an appropriate technical and professional business level.
- Accurately categorize record, update and track incidents within the IT ticketing system.
- Diagnose and resolve technical hardware, application and other system issues utilizing excellent customer service and problem solving skills.
- Pursue incident resolution by engaging other appropriate resources when needed.
- Immediately identify and escalate situations requiring urgent attention.
- Pursue a strong understanding of varied systems with the goal of limiting the escalation of support cases to other IT personnel.
- Research questions using available information resources.
- Provide detailed documentation and verify incident resolution steps in ticketing system knowledgebase through information obtained from internal resources and system research.
- Serve as the single-point-of-contact for IT corporate customers.
- Follow standard help desk procedures.
- Actively participate in efforts to improve Incident Management processes.
- Administer IT incident ticketing software.
- Prepare activity reports on a regular basis.
- Be aware of application and system changes and updates.
- Develop technical aptitude of varied and complex current and future supported systems and customer service knowledge, skills and abilities.
Qualifications are as follows:
- Minimum of 3-5 years experience in office systems support to include Service or Help Desks, application support or office system support.
- Proven track record effectively supporting an office systems environment.
- Experience with technical alternatives and basic knowledge of emerging technologies and trends.
- Must be organized and able to handle multiple tasks concurrently.
- Must be capable of working independently with normal day-to-day guidance.
- Must have good interpersonal and communications skills in order to work effectively in a positive, professional manner with business unit users, management, and staff.
- Must be a team player and good collaborator.
- Must be able to work well either independently or within a structured team environment.
- Demonstrable ability to effectively document procedures and IT systems.
- Must be customer service oriented.
- Must have strong problem-solving skills and be able to adapt to change.
- Must have good planning and organizational skills.
- Must be able to tolerate stress in a fast paced environment. ‘
- Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures or governmental regulations.
- Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
- Ability to define problems, collect data, establish facts, and draw valid conclusions.
- Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
- Ability to define problems, collect data, establish facts, and draw valid conclusions.
- Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
- Microsoft Office Tools; Ticketing Software (preferred).
- Occasionally required to lift up to 100 pounds.
- Experience in Theatre Information Technology is preferred.
- A+ certification is preferred.
- MOUS (Microsoft Office User Specialist) certification is desired
- Good working knowledge of Microsoft Operating Systems (Windows XP, Windows
- Demonstrated skills to communicate difficult technical concepts clearly to a variety of individuals of varying technical expertise and understanding.
- Demonstrate effective decision-making skills, even under pressure and while lacking all of the desired information detail.
- Good written and verbal communication skills to deal effectively with the business unit executives, management and staff, as well as IT management and staff.
- Must be a disciplined process-oriented individual able to lead implementation of best practice controls and processes.
- Possess good problem solving skills for a complex network topology, being able to assemble a team as needed to identify issues, root causes and solutions.
- Must have proven ability to work successfully in a high volume, technically demanding job, providing leadership and customer service while utilizing excellent judgment
- Must be flexible and willing to travel to other locations
- Must be proactive in identifying and correcting infrastructure deficiencies.
- Must be a team player, excellent collaborator and leader.
- Must be mature, poised, and confident in the face of adversity.
- Must be highly organized and capable of providing technical leadership while requiring minimal day-to-day guidance.
- The employee is occasionally required to lift up to 40 pounds; may be required to lift packages up to 100 lbs.
- Employee may be required to be on call to respond to issues or problems which occur in normal course of business, including early hours (before 0600) and late hours (post 1800) in the day.
How to apply: Qualified candidates should submit a resume (with salary requirements) to Human Resources via e-mail (jobs@regmovies.com) or fax (865-925-7807).
If you are e-mailing your resume, please list the position you are applying for in the subject line and send in Word or PDF format. If you are faxing your resume, please list the position you are applying for on the cover sheet.
No phone calls, please.
Regal Entertainment Group is an Equal Opportunity Employer