Job title: Operations Analyst I
Company: ICONMA
Job description: Our Client, a Banking company, is looking for an Operations Analyst I for their Lexington, SC/Hybrid location.Responsibilities:
- The primary accountability of this position is to provide first level technical support.
- Respond to a variety of inbound colleague calls/emails
- Ensure accurate and detailed problem documentation/ticketing
- Provide timely escalation and follow-up with support groups and colleagues
- Identify and escalate wide-impact or potential wide-impacting outages
- Identify trends and opportunities for improvement as well as provide ongoing feedback
- Build ongoing support proficiency for other skills and applications
- Team members receive in-depth classroom training and shadowing and are measured using a performance scorecard approach which highlights productivity, colleague interaction, first contact resolution, support proficiency and ticketing quality.
Requirements:
- Exceptional customer service skills in a client facing role such as a call center/tech support role – must have exp. with customer support
- Team player who collaborates effectively with peers and other teams but can also work well independently
- Good knowledge of Microsoft Office 365 (Word, Excel, OneNote and PowerPoint)
- Ability to type at least 30 words per minute
- Looking to grow in IT – willing to learn and grow into the role
- Call Center with Technical Support Background – troubleshooting experience
- Access to a mobile device for multi factor authentication
- IT Helpdesk experience/Experience with Ticketing
- Technical degree and/or IT Certification preferred.
- General knowledge and understanding of PC hardware and components.
- High school education required. 0-2 years of related experience. Associates Degree or Technical Certification preferred
- Exceptional customer service skills
- Experience with ticketing systems is an asset
- Excellent written and oral communication skills
- Above average computing and navigational skills
- A team player who collaborates effectively with peers and other teams
- University Degree or a College degree/diploma is considered an asset
- Good knowledge of Microsoft 0365 products (Word, Excel, OneNote and PowerPoint)
- A technical support background or related education including experience with some or all of the following: Windows 10, IE11,Edge/Chrome/Firefox/Safari, VOIP, Active Directory, Citrix/Remote Access, Blackberry, BYOD, Azure, All Microsoft office products, MS Teams and Webex, SCCM, variety of telephony devices and a good understanding of networking and Wi-Fi support.
- Experience with iPad, Tablets, Smartphone and Android devices
Why Should You Apply?
- Excellent growth and advancement opportunities
As an equal opportunity employer, ICONMA provides an employment environment that supports and encourages the abilities of all persons without regard to race, color, religion, gender, sexual orientation, gender identity or express, ethnicity, national origin, age, disability status, political affiliation, genetics, marital status, protected veteran status, or any other characteristic protected by federal, state, or local laws.
Expected salary:
Location: Lexington, SC
Job date: Sun, 27 Jul 2025 01:23:30 GMT
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