The GCS Analyst's role is to support the overall day-to-day computer operations, file server management, and user access management while advices IT Support Operations. This includes but not limited to assisting employees with the installation, configuration, and operation of their computer or mobile device equipment, eg desktop, laptop, tablet, smart phone, etc. and with integrating PC systems into local-area and wide-area networks. Ensure the integrity and security of the in-house voice, data, and video equipment and its associated network connections. Consult with various hardware, software, and telecom vendors for service needs. Apply proven communication, analytical, project management, relationship management, and problem solving skills to help maximize the benefit of IT system investments and to assist in the support of mobile, cloud, social media and security trends within the business.
Essential Functions:Perform second level analysis, diagnosis, and resolution of complex PC problems for a variety of end users, and recommend and implement corrective hardware solutions, including off-site repair as needed.Provide second level support for telecommunications infrastructure and its associated software, including Avaya and Microsoft LyncSkype for Business phone systems, interactive voice response, and Polycom video conferencing systems.Help develop and execute regional IT security initiatives and operations designed to enhance IT security and protect intellectual property in the sites, by working closely with RSC IT Manager and Regional security team.Assist in establishing best practices for managing the growing volume and variety of consumer oriented devices, eg iPhone, iPad, Android, BlackBerry.Contribute to technician knowledgebase as needed.Reinforce SLAs to manage end-user expectations.Assist in conducting research on software and hardware products to meet agreed-upon requirements and to support purchasing efforts.Participate in the QA of purchased solutions to ensure that the features and functions have been enabled and optimized.Partner with Operations and customers to gather business requirements while scoping needs and performing cost-benefit and return on investment analyses for proposed systems to aid management in making implementation decisions.Required Skills Knowledge:Exceptional knowledge of computer hardware, including desktops, laptops, Tablets, Smart Phones, PC components, and peripherals.Exceptional experience with core software applications, including but not limited to Microsoft Office, Microsoft Windows 7 and 10, VMware ESXi, Virtual Host, Microsoft Lync, Visio, Microsoft Project, Adobe, McAfee, and McAfee end point encryption. Active Directory knowledge is preferred.Exceptional knowledge of network and PC operating systems.Exceptional knowledge of current network hardware, protocols, and standards.Exceptional technical knowledge of Avaya PBX equipment, Microsoft LyncSkype for Business, and call management systemsRequired Experience Education/Professional Experience:Bachelor's Degree in the field of computer Science, Information Science, or Management Information SystemsA minimum of 4-6 years of experience in various Information Technology roles in consistently more responsible positions.Various technology Certifications preferred.Exceptional Front End technical client hardware and software experience.Experience working in a team-oriented, collaborative environment.