5 days old
2018-01-122018-02-11

IT Support Analyst III

Reliance Steel & Aluminum Co.
Cypress, California 90630
  • Job Code
    Div. 98 #487
  • Job Type
    Employee
  • Job Status
    Full Time
  • Shift
    1st Shift

The IT Support Analyst III is responsible for providing excellent customer service to end-users by delivering practical solutions to a wide-range of applications/technology problems and issues, and training of technology. The IT Support Analyst III delivers high level support and participates in the development of strategies to continually improve customer service and processes throughout the organization.   The IT Support Analyst III must be a skilled communicator with the ability to gather customer information, break down highly complex problems, and identify solutions to quickly resolve reported issues. The IT Support Analyst III is expected to ensure all reported problems are recorded into the IT Service Management System (ServiceNow) and ensure compliance Service Level Agreements (SLAs) based on the severity of reported issues.

Essential Functions

Technical Support - Provides technical support via telephone, email or online to end users on a variety of application and technical issues.

  • Gather the customer’s information and determines the customer’s issue by analyzing the symptoms and figuring out the underlying problem
  • Determine severity of problem and ensures response time is minimal through triage process
  • Provide practical solutions to a wide-range of applications/technology problems/issues                                                                                                                                                              
  • Identify opportunities for more efficient and effective incident response through the implementation of automated monitors and corrective action procedures
  • Identify, troubleshoot, research and resolve complex technical problems                                                                                                                
  • Able to challenge conventional practices  
  • Adapt established methods for new users
  • Pursue ongoing process improvement
  • Create solutions to complex problems
  • Assist in the evaluation of new technology as potential solutions to existing problems

Knowledge Management - Ability to improve operational efficiencies by reducing the time spent to rediscover previous incidents or problems.

  • Document and disseminate identification and resolution of problems to avoid future redundant work efforts
  • Contribute to the Knowledge Base and communicates across the team
  • Define and document standard operating procedures

Customer Service - Ability to develop and maintain strong relationships with customers by listening, understanding and responding to their needs.

  • Provide service to internal and external customers to satisfy their needs and expectations                                                                                                        
  • Listens to concerns and resolves reported issues effectively and promptly                                                                                                                                
  • Deliver high quality products and services                                                                                                                    
  • Committed to continuous improvement      
  • Ensure and comply with customer response timeline (SLAs) based on the severity of reported issues including documenting concise and accurate status information in the ServiceNow ticketing system        
  • Anticipate customer’s needs and moves to effectively address issues                                                          
  • Establish relationships with customers providing education/training as appropriate
  • Delivers high quality solutions that meet the organization's needs
  • Elicit feedback from customers
  • Participate in the development of strategies to help the organization serve customers more effectively

Supplemental Duties & Responsibilities

  • Pursues training and development opportunities; Strives to continuously build knowledge and skills
  • Assist personnel in other RTS departments to resolve technical and/or application issues
  • Act as back-up to the Field Operations team as needed
  • Train newly assigned staff
  • Other duties as requested

Core Competencies

Problem Solving - Ability to problem solve through problem identification (what is the problem), solution assessment (what can be done), problem documentation (document for future) and problem response (implementing a solution).

     Able to:

  • Frame problems before trying to solve them                                                                                                                        
  • Follow a defined process to solve low to medium complexity and/or recurring problems
  • Involve the team in problem solving                          
  • Seek advice from those who have solved similar problems
  • Provide insight into the root-causes of problems                                                                                                                                                          
  • Generate a range of solutions and courses of action with benefits and risks associated with each                                                                                                                                                                                        
  • Anticipate problems and is proactive in addressing them                                                                                                                                
  • Explore various sources for answers and thinks "outside the box" to find options                                                                                
  • Open to others' ideas to help develop solutions                                                                                                                                            
  • Ask perceptive questions to seek optimal solutions                                                                                                                                                                                                                                                                                                                                                      
  • Provide innovative and creative solutions                                                                                                                  
  • Test high complexity proposed solutions against the reality of likely effects before going forward; looks beyond the obvious answer for optimal solutions                                        
  • Deliver high quality solutions that meet the organization's needs
  • Evaluate the chosen course of action to determine its worth and impacts
  • Break down highly complex problems and identifies all of their components       

Company Business Knowledge - Understands the company, its products and the business processes.

  • Apply extensive Reliance business knowledge (two or more areas) to technology solutions
  • Help guide and/or influence business decisions on technology solutions 

Communication - Ability to communicate effectively across all levels to support departmental and organizational objectives.

     Able to:

  • Clearly express information taking into account audience and nature of the message (for example, non-technical, sensitive, and controversial)
  • Ask questions and summarize what was heard to prevent miscommunication
  • Present information in a concise and focused manner                                                                                                                                                                        
  • Listen to others        
  • Communicate written information (for example, facts, ideas, or messages) in a succinct and organized manner.                                                                      
  • Produce written information, which may include technical material that is appropriate for the intended audience                                                                                                                                  
  • Share ideas and perspectives and encourages others to do the same                                                                                                                          
  • Ensure written message has the desired effect on the target audience
  • Effectively uses multiple channels to communicate important messages                                                                                                              
  • Inform others involved in work efforts of new developments                                                                  
  • Communicate problem status information in a timely manner                                                                   

Building Collaborative Relationships - Develops, maintains, and strengthens partnerships with others inside or outside the organization.

     Able to:

  • Establish rapport with co-workers easily                                                                                                                                                                                                                                                                                                                                                    
  • Work with others to achieve goals
  • Listen and respond constructively to other team members' ideas                                                                                                                                              
  • Be open with other team members about his/her concerns
  • Encourage and facilitates cooperation, pride, trust and group identity                                                                                
  • Foster commitment and team spirit                                                                                                                                                                                                                                                              
  • Effectively persuade and influence team members to achieve goals                                                                                                                                          
  • Offer support for others' ideas and proposals                                                                                                                                                                                                                                                                                                          
  • Share his/her expertise with others                                                                                                                                        
  • Provide assistance to others when they need it                                                                                                                      
  • Work for solutions that all team members can support                                                                                                                                                            
  • Acknowledge team members for their contributions  
  • Seek to resolve confrontations and disagreements constructively                                                                                                                                          
  • Focus on the situation, issues, or behaviors, rather than the people                                                                                                            
  • Recognize the business concerns and perspectives of others           

Decision making - Makes sound, well-informed, and objective decisions; perceives the impact and implications of decisions; commits to action, even in uncertain situations, to accomplish organizational goals.

  • Gather data and others' input when making decision
  • Escalate decisions when appropriate  
  • Balance analysis, insight, experience, and perspective when making decisions                                                                                                                                                                                                    
  • Weigh pros and cons of each option before making a decision and moving forward                                                                                        
  • Can explain the rationale for a decision                                                                                
  • Follow up to ensure decision was implemented                                                                                                                                
  • Apply knowledge of past experiences
  • Make necessary decisions even when information is limited or unclear                                                                                                                                                                
  • Find solutions that are acceptable to diverse groups with conflicting interests and needs 

Accountability - Holds self-accountable for measurable high-quality, timely, and cost-effective results.

     Able to:

  • Manage time efficiently  
  • Accept responsibility for mistakes  
  • Comply with established policies and procedures                                                                                                                                                                                                                                                      
  • Take ownership of successful outcome of work assignments and/or projects  
  • Minimize re-work
  • Seek out learning opportunities
  • Identify training needs and take action to obtain knowledge      
  • Proactively collaborate between own functional area and areas below or above in the project stream as needed                                                                                      
  • Anticipate and adjusts for problems and roadblocks                                                                                                                                                                              
  • Be enthusiastic for the things he/she sees as challenging                                                                                                                                    
  • Be proactive throughout work assignments /projects                                                                                                                                                                  
  • Persistently push self and others for results                                                                                                                                                          
  • Help others learn                                                                                                                          
  • Make good decisions on behalf of the company (profitability, compliance)                                                                                                                                                                                                                                                                                                         
  • Manage cost                                                                                                                                                                        
  • Provide consistency between projects      
  • Mitigate issues within work scope to keep the workflow moving smoothly to a conclusion                                                                                                                                                                                                      
  • Consistently seizes opportunities                                                                                                                                                                                                                                                                                  
  • Limit risk and exposure                                                                                                                                                                                           

Leadership – Displays effort and commitment in carrying out the department’s goals and objectives.

     Able to:

  • Treat co-workers in a fair and equitable manner
  • Behave in a tactful, compassionate, and sensitive manner
  • Empower others by sharing information                                                                                          
  • Actively listen and clarify information as needed                                                                                                                                                    
  • Foster an atmosphere of open communication                                                                                                                            
  • Act in a proactive and achievement-oriented manner

Requirements

  • Bachelor’s Degree or equivalent work experience in a related field required.
  • ITIL Certification and CompTIA A+ preferred
  • Help Desk Certifications, CompTIA Network, and/or certifications in related field preferred
  • 5+ years’ experience with Bomgar or other remote control tools preferred
  • 5+ years’ experience supporting desktop and application technologies required such as Dell desktops/laptops, Lenovo laptops, HP Printers, DAtamax printers and hand held scanners
  • 3+ years’ experience supporting ERP applications preferred
  • Strong working knowledge of the Windows OS and Desktop productivity tools such as MS Office required
  • 5+ years’ experience supporting the following applications and technologies preferred:
    • Trend Micro Antivirus
    • Citrix
    • Active Directory
    • TCPIP, DNS, DHCP, WINS
    • VPN client configuration
    • Microsoft Exchange/Outlook: Creating rules
    • Microsoft Excel : understanding Macros and formulas
    • Internet Explorer, Chrome, HTML, Win install, internet/intranet support issues
    • Help Desk Incident Management Software
    • SQL or Microsoft Access database
  • Ability to effectively communicate, both verbally and in writing, at all levels including customers, vendors, peers, business stakeholders and management required

We are an Equal Opportunity/Affirmative Action Employer. All persons shall have the opportunity to be considered for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by applicable federal, state or local law. 

We will endeavor to make a reasonable accommodation to the known physical or mental limitations of a qualified applicant with a disability unless the accommodation would impose an undue hardship on the operation of our business. If you believe you require such assistance to apply for the position or to participate in an interview, please let us know. 


Reliance Steel & Aluminum Co. provides reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Era Veterans' Readjustment Assistance Act of 1974 and Title I of the Americans with Disabilities Act of 1990.  Applicants who need accommodation in the job application process should contact Gabe Muñoz at (213) 576-2426 or e-mail  Gabriel.munoz@rsac.com to request an accommodation.



JOB APPLICATION PROCESS:
 
To be considered for this position, the candidate must submit their resume to recruiting@rsac.com 
and specify the position for which they are applying in the subject line or body of the email.

Categories

  • Information Technology

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IT Support Analyst III

Reliance Steel & Aluminum Co.
Cypress, California 90630

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IT Support Analyst III

Reliance Steel & Aluminum Co.
Cypress, California

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